The player from Germany did not receive a 300% bonus after depositing €20 and using the provided bonus code. Despite sending multiple emails and messages through the chat feature, he received no response from customer service. We explained that online casinos had the discretion to grant bonuses and that since the player's deposits were used for playing, it was technically impossible to credit the bonus. Consequently, the complaint was closed.
Platincasino - Player's bonus issue remains unresolved.
Amount: €60
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Last Friday, I received an email with a bonus code stating that if I deposit €20, I would receive a 300% bonus. I made a deposit of €20 and used the bonus code, but the bonus was never credited to my account. As a result, I sent an email explaining the issue. The only response I received was an automated message saying that a customer service representative would get in touch with me. It also mentioned that I could use the live chat. However, there is no live chat; you can only leave a message. Since then, I must have left ten messages in the chat, sent at least 20 emails, and contacted the site via Facebook. So far, there has been no response. As a new customer, I find this kind of service unacceptable, even if it's just about a bonus.
Automatic translation:
Public
Public
2 months ago
Dear stehlikmari,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share the specific bonus you received from the casino?
- Did you receive any feedback from the casino regarding the issue whatsoever? (notification, information pop-up or similar)
- Have you played with the deposited funds already, or have you requested a refund of your deposit?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
No, I didn't receive any response, even though I contacted Platincasino more than 10 times in three different ways. After four days I got fed up and lost my deposit because I had no hope left until I had the idea to see if I could file a complaint somewhere.
Automatic translation:
Public
Public
2 months ago
Thanks for the explanation.
I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation to not award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't penalize online casinos that refuse or fail to credit a bonus.
Since your deposits were used for playing it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation, you can opt to request a refund of unspent funds due to the bonus not being credited. This also might depend on the refund policy of a casino.
Since we can offer no further recourse in this situation the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
