The player from Germany deposited money in his casino account but the funds seemed to be lost. The issue was eventually resolved as the casino located the failed transaction and added the funds to the player's account.
Platincasino - Player’s deposit was lost.
Amount: €47
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
1 year ago
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1 year ago
Translation
Hello, on 12/13/22 I made a deposit into my player account at platincasino. It was also debited from my checking account, but the deposit at the casino was not credited to me.
I then contacted support and sent current account statements, but there was no answer, neither in the chat was I dismissed with the statement it could take longer and there was nothing on the email. It's been almost a month now and still nothing has happened, I've run out of patience and feel betrayed. Can you please help me?
Kind regards Angelo T********
Edited by a Casino Guru admin
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1 year ago
Dear Angelo1312,
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, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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.
Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
No, that wasn't my first deposit before it always worked. I sent you a current account statement by email. You can see the transaction from 12/13/22 in the amount of 47 euros that was not credited to me. And you can see that nothing came back.
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1 year ago
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In the casino, the deposit is also not in progress
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1 year ago
Thank you, Angelo1312, for your bank statement and reply. Since the payment was processed by your bank one day later, could you please forward a screenshot of your casino cashier with a wider range (13.12.-20.12.)?
Looking forward to hearing from you.
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1 year ago
Translation
I have from 12/13/22 to today
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1 year ago
Thank you very much, Angelo1312, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi Angelo1312,
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.
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1 year ago
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.
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1 year ago
Hi Angelo,
we've checked your Player Account and identified the failed transaction from Dec 13th 2022.
We've now credited those 47 EURO to your account.
Thank you for your patience and apologies for delay.
Please confirm from your end.
Thanks,
Platin Casino
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1 year ago
Hi all,
Thank you for your replies.
Dear Angelo1312,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
