Platincasino ES

Public

Bronze

Spain

Public

11 months ago

I recently faced an issue with Platincasino where €4,752.03 was unfairly deducted from my winnings. Here’s the situation:

I received a €100 bonus and played with it, winning €1,692. This amount was converted into €250 of real money, as per their terms, which I fully understand.

I then played with the €250 real money (no longer tied to the bonus) and won €5,002.03.

However, when I requested a withdrawal, Platincasino deducted €4,752.03, claiming that €250 of my winnings was still linked to the bonus, which is incorrect because this amount had already been converted into real money.

Public

Petronela

Head of Complaint Resolution Center

Public

11 months ago

Dear sacha1616,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with Platincasino and the issue with the deduction from your winnings.

To better understand your situation and assist you in resolving the issue, could you please provide the following details?

Could you forward your game history for the relevant period, specifically the games you played with the €100 bonus and the €250 of real money? This will help us verify the sequence of events and your wagering progress.
Did you request the withdrawal immediately after completing the bonus wagering requirements, or was there a delay between completing the wagering and the withdrawal request?
When you checked your account, what were the balances displayed? Could you confirm how much you saw in your real money balance, bonus money, and withdrawable balance at the time you requested the withdrawal?

Also, regarding the bonus terms, we would like to understand if the €250 amount you refer to had indeed been fully converted into real money after meeting the wagering requirements, as stated in the bonus terms. According to Platincasino's terms, any bonus money will be credited to your bonus account until the wagering requirements are met, at which point it should be converted into real money and reflected in your "My Balance" section. If you can provide any additional details on the conversion process and the balances shown in your account, it will help clarify the situation.

Your cooperation is crucial for us to proceed with this case. Without this additional information, we won’t be able to mediate effectively or verify the details of the situation with Platincasino. If you could also forward any relevant communication to [email protected], it would greatly help us in assisting you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Dear sacha1616,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with Platincasino and the issue with the deduction from your winnings.

To better understand your situation and assist you in resolving the issue, could you please provide the following details?

Could you forward your game history for the relevant period, specifically the games you played with the €100 bonus and the €250 of real money? This will help us verify the sequence of events and your wagering progress.
Did you request the withdrawal immediately after completing the bonus wagering requirements, or was there a delay between completing the wagering and the withdrawal request?
When you checked your account, what were the balances displayed? Could you confirm how much you saw in your real money balance, bonus money, and withdrawable balance at the time you requested the withdrawal?

Also, regarding the bonus terms, we would like to understand if the €250 amount you refer to had indeed been fully converted into real money after meeting the wagering requirements, as stated in the bonus terms. According to Platincasino's terms, any bonus money will be credited to your bonus account until the wagering requirements are met, at which point it should be converted into real money and reflected in your "My Balance" section. If you can provide any additional details on the conversion process and the balances shown in your account, it will help clarify the situation.

Your cooperation is crucial for us to proceed with this case. Without this additional information, we won’t be able to mediate effectively or verify the details of the situation with Platincasino. If you could also forward any relevant communication to [email protected], it would greatly help us in assisting you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Public

sacha1616

Bronze

Spain

Public

11 months ago

Could you forward your game history for the relevant period, specifically the games you played with the €100 bonus and the €250 of real money? This will help us verify the sequence of events and your wagering progress.

=> I want to clarify that my game history for the relevant period is over 90 pages long. I am happy to email a selection of pages that show key points, including the games played with the €100 bonus and the €250 real money balance.

If you require the full game history, please let me know, but I would like to highlight that it would take a significant amount of time to capture all 90 pages.

Did you request the withdrawal immediately after completing the bonus wagering requirements, or was there a delay between completing the wagering and the withdrawal request?

=> I did not request the withdrawal immediately after completing the bonus wagering requirements. After completing the wagering, my bonus money was converted into €250 real money, which I fully understood. I then continued to play with this real money and won €5,002.03. The withdrawal request was made after I accumulated this amount, not immediately after meeting the bonus wagering requirements.

When you checked your account, what were the balances displayed? Could you confirm how much you saw in your real money balance, bonus money, and withdrawable balance at the time you requested the withdrawal?

=> When I checked my account at the time of the withdrawal request:

Real Money Balance: €5,002.03 (this was my total winnings from playing with the €250 real money balance).

Bonus Money Balance: €0 (the bonus was already converted to real money after meeting the wagering requirements).

Withdrawable Balance: €5,002.03.

There was no indication in my account that any portion of the €250 real money balance, or the winnings from it, was still tied to the bonus. The deduction of €4,752.03 later claimed by the casino is therefore unjustified.