HomeComplaintsPlatincasino ES - Player's winnings are not acknowledged.

Platincasino ES - Player's winnings are not acknowledged.

Amount: €200

Platincasino ES
Safety Index:High
Submitted: 10 Sep 2024 | Case closed : 24 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Spain encountered an issue where a game had not recognized a win and looped, preventing him from proceeding, and this issue remained unresolved. He requested a refund due to this situation. The Complaints Team extended the response time to allow him to provide supporting evidence, but ultimately, due to a lack of response, the complaint was rejected.

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2 months ago
Translation

During a game I won, it did not show that I had won, and it entered a loop, forcing me to keep playing, and it has not been resolved yet. Due to this fraud, I request a refund.

Automatic translation:
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2 months ago

Dear albertorgpi10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards

Veronika

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2 months ago

Dear albertorgpi10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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