The player from Germany had deposited funds via BNB (Binance) cryptocurrency to Platincasino, but the casino had denied receiving the deposit. The player had waited for 35 days and was unsure of the next steps. We had asked for additional details about the deposit method and then reached out to the casino for their response. The casino had requested a screenshot as proof of the deducted amount. After the casino's request, the player had confirmed that the issue was resolved and the problem with Platincasino was settled. We then marked the complaint as 'resolved'.
Platincasino - Player's deposit was not reflected on their casino account.
Amount: €50
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 month ago
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1 month ago
Translation
I used BNB (Binance) as my deposit method and the amount was deducted from my cryptocurrency account.
Platincasino claims that the deposit was never received.
It has been 35 days since this occurred and I simply don't know what to do next.
The casino also states that the amount is less than 100€, and therefore it cannot be traced and is now considered lost.
Automatic translation:
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1 month ago
Dear crung2712,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.
Please allow me to ask you a few questions, so I can better understand the situation.
Did the casino inform you about any minimum deposit limit regarding this particular method?
Was this the first time you deposited funds using this payment method in the casino?
Have you used this payment method to deposit in online casinos previously?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Hello
no I was not informed of any minimum deposit limit.
I tried this method for the first time because I had difficulty depositing any money at all.
I tried many methods and none worked.
I just hadn't had any losses up to that point. It wasn't until I tried the BNB method that my money was gone.
Best regards
Christian
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1 month ago
Thank you very much, crung2712, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hi crung2712,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Platincasino to join the conversation and contribute to the resolution of this complaint.
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1 month 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 month ago
Hi Team,
We have no Email from the player in regard to this case , nor any screenshot that 50 Euro were deducted.
I have sent him an Email today myself and asked for clarification, as we will obviously add the 50 Euro if a screenshot can be provided.
Thanks and best regards,
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1 month ago
Translation
The case was solved and I was able to settle my problem with Platincasino
Automatic translation:
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1 month ago
Thank you Platincasino team for your help.
Dear crung2712,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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