The player from Germany deposited 444 XRP into Platin Casino on November 4th, but the transaction remains incomplete while others have been processed successfully. Despite multiple inquiries to the VIP team and chat support, there has been no response, leading the player to demand the return of her funds.
Platincasino - Player's deposit has been delayed.
Amount: €470
Platincasino
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Case opened
Current status
Waiting for casino to reply
6d 14h 24m 42s
Case summary
9 hours ago
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1 month ago
Translation
On November 4th, I deposited 444 XRP from my wallet into Platin. All other transactions from the wallet were completed except for this one. The deposit address is correct. I have contacted the VIP team multiple times, but I have not received any response from them. Even repeated reminders have gone unanswered! The standard chat support told me to inquire with my wallet provider, which I did. They informed me that the money is with Platincasino.
No reaction to inquiries - no response to emails - is this supposed to be VIP service? That is ridiculous.
I want my 470 euros or 422 XRP back.
Automatic translation:
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1 month ago
Dear mah6669,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please confirm whether you have successfully made deposits using your XRP wallet to this particular casino in the past?
Additionally, do you have any saved communication with your payment provider regarding the status of this payment? If the deposit has not been credited to your casino account, we usually advise players to contact their payment provider to verify whether the deposit successfully reached the recipient or if the transaction might be stuck along the way.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello, I have made x deposits with the wallet - all arrived - except this one.
The "VIP-
Service" does not respond at all...... cheeky...
Edited
Automatic translation:
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3 weeks ago
Thank you for the screenshots.
To proceed with the investigation, could you also please forward me the following documents:
- your bank statement from the date you made the lost deposit up to today
- the receipt confirming the payment of the lost deposit
- all the relevant communication between you and your payment provider as well as the communication between you and the casino customer support regarding this deposit
- any other evidence that could help us with the investigation of your case
Please send the requested documents to my email address: veronika.l@casino.guru. Thank you for your patience and your cooperation.
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2 weeks ago
Dear mah6669,
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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2 weeks ago
Translation
I am in Abu Dhabi until December 10th and have no access from here
Automatic translation:
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2 weeks ago
Thank you for letting me know. I am setting the timer so you have enough time to send me the requested documents.
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1 week ago
Dear mah6669,
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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4 days ago
Translation
I just replied by email! Thank you very much!
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2 days ago
Thank you very much, mah6669, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 hours ago
Dear mah6669,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Platincasino representative to join this conversation.
Dear Platincasino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Platincasino has 6d 14h 24m 42s to reply
