Platincasino - Player’s deposit was delayed.

Hello i deposit 4 days ago 500€ and still dont get it live chat say me everyday that they forward it to finance department but still no answer

Dear atti38,

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

its not the problem on my payment provider after 2 days of my deposit i get the massage crypto adresses changed on platincasinos site i send them proofs already too i alread deposit again 🙁

Dear atti38,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

i send it every time they say the same we wait for payment provider they say its 9 days now

hello

Dear atti38,

Based on the communication with the casino, the issue is not that the address has changed but that you have sent USDT to ETH address which is a completely different matter. The casino is not responsible if the player enters the wrong address with crypto transaction.

Is there anything else we could assist you with?

no thats wrong i send etherium to etherium 100%

you can see on my screenshot i send etherium here you can see screenshot from my withdraw from my stake account left is the logo of etherium and on my etherscan link you can see its etherium to etherium

https://etherscan.io/tx/0x14bfe4092f943ceee7b4fc4e7fb889028222e07b0848c27f341445c1a884e530

why are they lying

Dear atti38,

Have they contacted you since you submitted your complaint? Is there any additional communication regarding the case which you could forward?

no they said i will get email but i never get something every time i ask live chat they dont know or they say they still wait for an answer from finance department

?

Thank you atti38 for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi atti38,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Platincasino to the conversation to participate in the resolution of this complaint.

Hello,

I just wanted to let you know that his missing deposit is under review with the relevant team and there is an ongoing email communication about it.

The player provided the requested hash number and it was forwarded. As soon as there was any feedback, he was informed via email. The latest email was sent out on Wednesday, and we are still waiting for his reply.

The case will be solved from our end and the player will be informed accordingly via the ongoing email correspondence.

The case here is therefore solved from our end.

The Management

i reply already 2 days ago

why its solved you say since more than 1 month that i will get email nothing happenes here today you say we wait for a reply i reply 2 days ago i dont know if you dont see it or something else its not solved pls dont close this until i get my deposit

Dear Atakan,

We have received your screenshots 2 days ago and have forwarded them as explained.

We kindky ask for your patience until we get a reply from the payment provider.

Thanks a lot!

HI all,

Thank you for the update.

Dear atti38,

Please let me know when there's news.

still nothing

Dear Platincasino team,

Has there been any news regarding the payment?

Hello,

the case is still under review and we are waiting for an update.

We ask for more patience, since we have no influence on the process. We have to wait for the relevant department and payment provider to provide new info.

Best regards,

Dear Platincasino team,

It's been over a month. How long can it take for one deposit to be processed or located, especially when it's on a public blockchain?

Hello,

the recovery process can take up to 60 days, as the player was informed about it before already.

We hope it will be solved quicker and keep you updated.

Best regards,

i was not not informed about that i dont know why they say that every time i get never email from platincasino

they send me today email youre missing deposit of 88€ was added wtf i deposit 400 more 488€ and i dont understand this casino still missing 400€

Thanks atti38 for the update.

Dear Platincasino team,

Could you please review the situation?

still nothing..

Hello,

as confirmed by the relevant team from yesterday, it is still under review by the payment provider.

As stated before, it can take some time. We have to wait for the payment provider to process it and the reply.

There is no need to ask for an update every 2 days, since it won´ t change anything.

As soon as we receive any feedback, we will inform the player right away.

Furthermore, the player will be informed about any update via email from us.

We won´ t answer here anymore, unless there is an important update.

Thank you,

The Management

Dear atti38,

Even though I don't understand how a transaction on a public blockchain can be lost for over a month, it appears we will have to wait for the result of the payment provider's investigation. Since the recovery process can take up to 60 days, I will set the timer to 21 more days. If you don't get your funds by then, the complaint will be closed as unresolved with a penalization that will negatively affect the casino's safety index.

okay thank you

Dear Platincasino team,

It's been two months now since the issue occurred. Could you please update us on the lost transaction?

still nothing they will not add it i think no email nothing i dont know what they doing

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Team,

This missing Deposit was added to players account on 1.10.2024 and he was informed about it.

Is there any new missing deposit ?

yes get it thanks casino.guru team i was not sure if that was missing deposit or cashback

Thank you Dear Platincasino team for your help.

Dear atti38,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter