The player from Germany had made a deposit to Platincasino on November 15, 2024, but did not receive the funds, despite them being debited from her account. After contacting the payment provider, she learned that the payment had been processed, but Platincasino had not responded adequately to her inquiries. The issue was resolved when the casino paid her the missing money. The complaint was marked as 'resolved' by the Complaints Team.
Platincasino - Player's deposit is delayed.
Amount: €29
Platincasino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello, unfortunately, I'm experiencing the same issue as mentioned in a previous post. Last Friday (15.11.2024), I made a deposit that I didn’t receive. The money was debited from my account, but I haven't received it. I have used this deposit method many times before. I also contacted the payment provider who informed me that the payment was processed and advised me to contact Platincasino. Unfortunately, I haven't received a proper response from Platincasino. I sent the relevant screenshots, but they weren't even reviewed properly. A while ago, I didn’t receive a payment as well. After weeks of communicating with support and the payment provider, I gave up.
Automatic translation:
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1 month ago
Dear azadfeatkks,
Thank you very much for submitting this complaint. I’m truly sorry to hear about the trouble you’re experiencing. I understand how frustrating it can be when something as important as a deposit seems to go missing.
To better understand and assist you with this issue, could you please clarify a few points for me?
- Have you successfully made deposits to Platincasino before, or is this your first attempt?
- Could you forward me any communication you’ve had with your payment provider regarding the status of this deposit? You can send it to my email at veronika.l@casino.guru.
Additionally, it would be helpful if you could share:
- A screenshot of your deposit history from your casino profile, showing your transaction attempts.
- The payment receipt or confirmation from your payment provider for this particular deposit.
I truly hope we can help you resolve this issue as soon as possible. Thank you in advance for your cooperation and understanding.
Best regards,
Veronika
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1 month ago
Translation
Today the matter has actually been resolved and the casino paid me the missing money
Automatic translation:
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1 month ago
Dear azadfeatkks,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
