The player's deposit was not credited for unknown reason. The complaint was resolved as the player received his money.
Platincasino ES - The player's deposit was not credited.
Amount: €300
Platincasino ES
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
On March 27, 2023, I made a deposit through Bizum at 08:21 a.m. on the PLATINUM CASINO platform. The amount of €300 was not reflected in my user but it was deducted from my account. After contacting customer service, and sending them the bank receipt, they tell me to wait 5 days and I sent another document from my bank. The bizum are instant, It is not a transfer. The receipt shows all the data perfectly and all they had to do was compare the amounts received with the source. I have sent 9 emails claiming it and they have only responded to 2. They supposedly offer the possibility of chat and not a single hour of the day has it been operational. I beg intermediem to return my €300. Thank you
Automatic translation:
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2 years ago
Dear Pikaro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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2 years ago
Translation
Thank you very much for your reply. On behalf of the bank, they confirm that the bizum was made to and delivered, through the casino's own platform, and it has a supporting document. The solution, I think, lies in the fact that the casino itself verifies the bizum received on that day and at that time and compares the information transferred. I consider that it is a technical problem of the platform itself and its accounting, since the bank has the record of the phone to which the money was sent, and its corresponding reference and concept. I trust that the Casino will provide a solution since it transmits very little trust and transparency given the circumstances. All the best
Automatic translation:
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2 years ago
Dear Pikaro,
Did you forward the documents from your bank to the casino? Did the casino respond to you regarding this issue? If yes, can you please forward the communication to nikolas.b@casino.guru?
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2 years ago
Dear Pikaro,
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.
