The player from Germany experienced an issue with receiving the full allocation of 100 free spins associated with the First Deposit Bonus, having only received half. Despite multiple emails and live chat attempts, the issue remained unresolved. The Complaints Team was unable to assist further due to the player's lack of cooperation in providing the required information for the investigation. Consequently, the complaint was rejected as no resolution could be pursued without the necessary details.
Platincasino - Player’s free spins have been delayed.
Amount: €20
Platincasino
Safety Index:HighSafety Index
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8.8
Platincasino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
Hello,
It's really just about 100 free spins
from the First Deposit Bonus.
I have emailed several times and contacted the live chat. You can check everything. I only received half... I would certainly deposit more, but only once I receive my few free spins.
Automatic translation:
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1 month ago
Dear BurningToaast,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs for the First Deposit Bonus and I found this:
Bonus Terms
Minimum deposit to claim the Welcome Bonus is €20.
Maximum bonus that can be claimed is €500.
Free Spins are credited in Big Bass Bonanza.
Free Spins are awarded for 4 consecutive days (20 spins on day 1, 30 spins on day 2, 50 spins on day 3 and 100 spins on day 4).
To claim Free Spins, make a qualifying deposit and launch the selected slot.
Wagering for deposit bonuses is 40x
Wagering for the Free Spins is 40x.
General Bonus Rules apply.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you didn't receive 100 spins that were supposed to be credited on the fourth day?
- Have you received any explanation from the casino regarding this issue?
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,
Kristina
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1 month ago
Translation
I immediately received 100fs for Book of Dead. I only read afterwards that the offer was actually 50fs x four on the following days. I have a friend who has exactly the same problem. After the 100fs I didn't hear anything else. It's just sad that you can't get in touch with anyone from Platincasino.
Automatic translation:
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3 weeks ago
Thank you for your reply, BurningToaast. Could you please clarify the dispute value (€20)? Do you currently have any balance in your casino account?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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3 weeks ago
Translation
No, I don't have anything there and I won't upload it again until it has been corrected...
Automatic translation:
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3 weeks ago
Could you please clarify the dispute value and forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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3 weeks ago
Translation
I want my remaining 100 free spins or my money back.
Automatic translation:
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2 weeks ago
I apologize, but you failed to provide the required information again. Please understand that without your cooperation we are unable to proceed with this complaint and I am forced to reject it. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
