The player from Germany encountered a problem with a €100 deposit at Platincasino, which had not been credited to his account after several hours, despite being immediately debited from his bank account. The player expressed frustration over the lack of communication from the casino and the contradictory information received regarding the deposit status. After multiple attempts to resolve the issue, the casino confirmed that the deposit had been rejected and would be automatically returned to the payment provider. The player was advised to wait for the funds to be returned, and ultimately, the complaint was marked as resolved at the player's request.
Platincasino - Player's deposit is delayed.
Amount: €100
Platincasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
3 days ago
Public
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4 weeks ago
Translation
Hello,
I have been playing at Platincasino for a very long time, and my account is completely verified.
My bank details are confirmed, and just yesterday, I updated and uploaded my proofs (address proof, bank statement, ID card).
Here is my problem:
Today, on September 27, 2024, at 3:58 PM (Germany time), I made a deposit of €100 to the online Platincasino.
This €100 was my own money from my bank account and NOT bonus money or any other bonus! So, net €100 deposit.
I deposited the money using SofortÜberweisung, and this €100 was debited from my bank account within a few seconds.
I also received an email regarding this deposit from the PAYMENT INITIATION SERVICE
noreply(at)saltedge.com
Email content:
A payment instruction for a purchase carried out with ISX Financial EU PLC, operating via ISX Financial EU PLC from your
***** AG account
was initiated by fino run GmbH. The payment order details are as follows: Amount: 100.00 EUR
Description: ****** - - Platin Casino
Recipient's name: iSX Money
Recipient's IBAN: ******
The payment order status is: accepted!
The deposit was made at 3:58 PM
Now it’s 7:15 PM!
And this deposit hasn’t been credited to my account even after 3 hours.
I also chatted with a support representative.
I was told in the chat that the deposit takes about 5 days!
I was told in the chat:
"If the money hasn’t been credited after 5 days, contact us again through the chat."
I don’t understand this.
Within 5 seconds, the money is debited from my account, but supposedly it takes 5 days for the money to be credited to my Platincasino account.
And this is called "Sofort Überweisung"!
Later, I tried to get in touch again through the chat, but once the Platincasino representative entered the chat, it was closed due to my supposed inactivity.
Now, at 7 PM, there is no one available in the Platincasino chat.
And today is Friday, which means it's the weekend, and Platincasino won't respond until next week.
My demand:
Either credit this €100 to my account immediately OR refund the €100 to my bank account immediately.
I am not giving up on this €100.
I cannot afford to give away money.
Additionally, I have already sent an email to
noreply(at)saltedge.com
and
fino run GmbH
informing them that my deposit was debited from my bank account but has not been credited to my Platincasino account after several hours.
I hope the Casino Guru team can help me with this issue.
Note:
Unfortunately, I cannot upload proofs/attachments here to verify my deposit and the email from saltedge.com.
Maybe I can send these proofs to the Casino Guru team via email later.
Regards,
Mr. W
Automatic translation:
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3 weeks ago
Dear HerrW,
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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3 weeks ago
Translation
Hello Nick,
Update from 09/28/24 at 2 p.m. (Germany time).
At Platincasino yesterday evening (11 p.m.) the status of my deposit was still "pending".
Since this morning (5:30 a.m.) the status of my transactions is "Rejected".
So my deposit was declined.
However, my deposit of €100 was debited from my bank account (which I can also prove).
So far, the €100 has not been credited back to my bank account by the payee iSX Money!
Platincasino support did not respond to my email of 09/27/24.
In the chat at Platincasino, the employee gave me contradictory information about this deposit.
First I allegedly canceled my deposit.
Then my deposits were allegedly not debited from my bank account.
This chat agent then claimed that my deposits were still "pending" (although this was demonstrably not true).
When I asked why she was giving such contradictory information, none of which was true, she sent me a general message saying that I should wait 5 days until the money was credited to Platincasino.
This is also not true, because the deposits were rejected at Platincasino and rejected deposits are no longer credited.
After that I was blocked from chatting.
My questions didn't seem to suit the chat operator.
And as I wrote, I have not received any response from Platincasino technical support via email.
The payment recipient iSX Money and the payment provider Fino Run GmbH and the payment initiation service Saltedge.com
I also wrote an email, but have not received a response as of this afternoon.
I have now written to my bank to ask if they can track this €100 debit and refund it.
However, I will probably not receive an answer until Tuesday, October 1st, 2024.
These 100 € can't have disappeared somewhere.
And it's strange that neither Platincasino nor the payment recipient nor the payment provider nor the payment initiation service answered me.
If there is another update, I will report back here.
greeting
Mr. W from Germany
Automatic translation:
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3 weeks ago
Hello,
players deposits failed and therefore the funds never arrived on our site. These will be send back automatically.
When the funds are still missing after 5 business days, the player can contact us again, with a proof of transaction and a bank statement from the day of the deposit until the current day.
The player also received an email with all info about it.
Thanks,
Public
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3 weeks ago
Translation
02.10.2024, 15:55 o'clock!
In response to Platincasino:
I have written several emails to the casino but received no response.
I have received several times, both in live chat and by email, the printout from my account, from my bank, with the debit of the 100 €
recipient ISX Money
deposit for the Platincasino
Including online banking details and so on
uploaded and sent by email.
I wonder how many copies the Platincasino actually needs as proof of
my deposit?
Meanwhile, the casino should have 1.these screenshots 2.account statement,
3.Email confirmation from the payment initiation service noreply(at)saltedge.com
have multiple copies.
(which is denied here)!
Only today (01.10.24)
I sent these documents to Platincasino again, via the contact form at Platincasino.
I logged into my account and described the situation again using the contact form and added the documents again.
Does the Platincasino need this proof 100 more times or how often does this casino need the same proof???
I have sufficiently verified myself in the casino with all my data (identity card, proof of address, bank details).
This means that Platincasino has all my data and my bank details.
I have been playing at this casino since the end of September 2024.
Since registering at the casino, I have made several invitations from this account (my bank).
This means that Platincasino has multiple pieces of evidence as to who I am (with all my data) and my banking details.
Platincasino wrote that if nothing has happened after 5 days, I should contact them again and prove my deposit.
The deposit was on
Friday, September 27, 2024 (Day 1)
Saturday, September 28, 2024 (Day 2)
Sunday, September 29, 2024 (Day 3)
Monday, September 30, 2024 (Day 4)
Today, Tuesday, 01.10.24 (Day 5)
On the 5th day I reported again that I had made a deposit on 09/27/24, which to date (day 5) has neither been credited to the Platincasino nor returned to my bank account!
And now Platincasino acts as if I had NEVER sent any proof of the deposit to Platincasino.
That I have sent an email to Platincasino several times, each time with all the evidence, but I have not received a response from Platincasino.....
is presented here at Casino.Guru as a lie.
I can prove every email sent to Platincasino.
I also sent a circular mail.
This means at the same time, in an email to
1. PLATINCASINO
2. ISX Money
3. Fino Run GmbH
4. Payment initiation service noreply(at)saltedge.com
Everyone received this email as a circular and everyone therefore received the same proof of the deposit.
I can prove all emails / circular emails.
Then Platincasino should prove how many emails the casino sent to me and prove that the casino responded to each of my emails.
By the way, Platincasino wrote to me on Friday, September 27, 2024, that the specialist department was checking my deposits and the entire transaction...and comparing all the data!
Apparently Platincasino has not checked or compared anything since 09/27/24....
and their specialist department was not involved either....
Platincasino makes it seem as if I have to prove the deposit for the first time today.
I maintain:
Although Platincasino knew since September 27, 2024 that something had gone wrong with my deposit of €100, Platincasino did nothing for 5 days.
I have to assume that Platincasino simply deleted all my emails and NEVER looked at the evidence I submitted and was not interested in solving the problem with the failed deposit on 09/27/24 and checking the transfer for 5 days.
For 5 days the Platincasino did NOTHING and now they are acting as if I am the one to blame for the situation and are acting as if I NEVER provided proof of the deposit from 09/27/24 and NEVER sent any documents to the Platincasino!
The facts are clearly being distorted here and Platincasino is portraying me as a liar here at Casino.Guru.
As if my complaint was unjustified.
OK, then I'll write another email to Platincasino now and today and submit all the evidence for the 16th time.
I will also send a copy of the email and the evidence (in a circular email) to the Casino.Guru team!
I will not allow anyone to say that I did not provide proof of the deposit of €100 on 09/27/24 and that I am lying!!!!!!!
Automatic translation:
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3 weeks ago
Translation
Update:
I have today, 01.10.24 at 19:05
an email, as a circular mail, sent to
- the support of Platincasino:
- to Casino.Guru employees:
- to Casino.Guru employees:
- to the Complaints Management of ISX Money Financial:
I have attached a PDF file with all the evidence of this payment on 27.09.24 at 15:58
and the 3 automatic emails from Platincasino to my emails to support
(where there is not a single personal word that I should contact the casino again after 5 days because of the missing deposit / credit of 100 €!)
Just a standard automatic email with the text:
Hello W***
Thank you for writing to us!
We have received your email and one of our agents will contact you as soon as possible.
Until then, we hope you have fun at PlatinCasino!
Best regards,
Your PlatinCasino team
And no other email has come from Platincasino, in response to my complaints and several emails to support.
There has been radio silence from Platincasino since 28.09.24!
And as I wrote, I was blocked in the chat!
Except today again the automatic email from 01.10.10, at 19:06 to my above mentioned email to Platincasino, Casino.Guru, ISX Money!
Hello W***
Thank you for writing to us!
We have received your email and one of our agents will contact you as soon as possible.
Until then, we hope you have fun at PlatinCasino!
Best regards,
Your PlatinCasino team
Platincasino should stick to the truth and find a solution to the problem .
my demand:
I immediately request my 100 € back, which I deposited on 09/27/24 via Platincasino, with immediate transfer, and which was immediately debited from my *** bank account on 09/27/24...for the Platincasino!!!!
I have NO money to give away and neither ISX Money nor the Platin Casino are entitled to my €100.
This is my money.
No bonus money from Platincasino either.
The money is also my own financial asset; paid from my salary!
So I'm entitled to it again even if it wasn't credited to the casino!
I also did not play in the casino with the €100 deposit and did not gamble away the money.
greeting
Mr. W
Automatic translation:
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3 weeks ago
Dear HerrW,
The casino clearly confirmed that your deposit was rejected, and as explained, it will be returned to your payment provider within a few days. If the funds have not arrived within the next 10 days, please feel free to reach out to us, and we will be happy to assist further.
In the meantime, we kindly ask for your patience as the process is completed.
Best regards,
Nick
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3 weeks ago
Translation
Hello,
I don't think I will get this money (100 €) back.
The casino is dubious!
So far not a single response to my emails since 09/28/24.
Only automatic replies that don't contain any personal information.
What Platincasino wrote here in my complaint is not true.
Platincasino also did not confirm receipt of my proof and verification from yesterday, via Enail.
I don't get any replies to my emails.
I am also still blocked from the live chat so that I cannot ask any follow-up questions or ask any other questions that might be uncomfortable for the casino at Platincasino.
ISX Money doesn't answer me either.
They're all in cahoots.
Why else don't I receive any replies via email?
Within a few minutes, €100 will be debited from my bank account for this casino...
and I have been waiting since 09/27/24 for a response from the casino and a response from ISX Money.
Since September 27, 2024 I have been waiting for a response as to where the money went....no answer!
Since September 27, 2024, I have been waiting for the refund of the 100 €.
No reaction from Platincasino and ISX Money....
and no refund of the money.
And now I have to wait another 10 days.
No transfer takes another 10 days!
I am being lied to and cheated here.
I will contact the licenser and initiate authorities and legal action.
I will not tolerate this deception.
And I do NOT understand why Casino.Guro has so much understanding for Platincasino that they just string me along and let my money disappear with their dubious payment provider ISX Money and the payment initiation service noreply(at)saltedge.com, from whom I also receive no response.
Edited
Automatic translation:
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2 weeks ago
Dear HerrW,
This is a completely common situation, and you can find hundreds of similar cases on our website. As previously advised, please wait for the funds to be returned to your payment provider.
If you have any updates, please let us know.
Kind regards,
Nick
