The player from Germany has deposited money into casino account, but the funds seem to be lost. Player’s complaint has been resolved successfully.
Platincasino - Player’s deposit has never been credited to his casino account.
Amount: €20
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello,
one of my many deposits with Neteller (20 euros) is not mine
Platincasino account received.
Screenshot etc of my missing Neteller deposit I sent platincasino 4 days ago, no response.
Automatic translation:
Public
Public
2 years ago
Dear Rudi,
Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about the issue.
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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello,
First of all, thank you very much that there is something like you here.
The day before yesterday I also wrote to "Neteller" to be on the safe side and described the problem including a screenshot with the transaction ID.
No answer yet. But it is also a weekend.
Many greetings Rudi
Automatic translation:
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2 years ago
Translation
ps: I would like to add that
I have often made deposits to platincasino via Neteller and, with the exception of one time, the deposits were always instantly on Platincasino.
I've never had a problem with the casino with withdrawals either.
Automatic translation:
Public
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2 years ago
Translation
Neteller has now replied and wrote that Neteller was correctly debited
and I should turn to "Platincasino", which I have been doing for a long time.
Automatic translation:
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2 years ago
Thank you very much, Rudi, for your reply. If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your Neteller account or credited to your casino account. Given that it's less than a week now since the unsuccessful transaction (01/06/2021), I will set the timer for additional 7 days and if there's no development by Monday the next week, we will intervene. Thank you very much in advance for your patience.
Public
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2 years ago
Translation
Today I got an email from Platincasino that said:
"Your bonus of € 20.00 has been credited to your account.
We hope you enjoy playing in the Platincasino. "..
I then logged in and it was 40 euros on it.
20 euros payable plus 20 euros as a bonus.
So the complaint can be closed.
Thank you very much for your effort
Automatic translation:
Public
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Rudi, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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