The player from Germany has won a voucher two months ago, unfortunately, it has not been received yet. With the help of the casino, the problem was found and the issue resolved. The player received his voucher.
Platincasino - Player’s withdrawal has been delayed.
Amount: €200
Platincasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello
I do not yet have a voucher for the problem mentioned below
obtain.
Greetings Klaus
Mail Platinum Casino:
"Hello, the second nut was cracked by the Nutcracker last week on 12/08/21 - 09/12/21. One of the 25 packages under our Christmas tree has your name on it! You took part in the leaderboard in Moon Princess Christmas Kingdom and placed in the top 25. Congratulations! You can look forward to a shopping voucher from Breuninger worth €200. It can be redeemed in all Breuninger branches in Germany and in the online shop Breuninger.com/de/. Please confirm with us within 14 days, the acceptance of the price and your address for shipping including telephone number, otherwise the claim to the prize expires. The order of the vouchers is done collectively after the 14-day period. You will receive the voucher by the end of January at the latest. We wish you a lot Happy with your gift and have a nice Advent season! Your Planclub Concierge"
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2 years ago
Dear figges1958,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please affirm that you have confirmed all the required details where the voucher should be sent? Have you contacted the casino to find out if the voucher has been sent already?
It’s quite usual for any kind of withdrawals or payouts to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello
Thanks for the quick feedback.
For the case described, there is an e-mail exchange
of 16 emails in the period from December 15th, 2021 to February 22nd, 2022.
I've been stalled over and over again with these emails
without getting a concrete answer.
What else can or should I do on my part?
Greetings and have a nice Sunday.
figges1958
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2 years ago
I know you have uploaded some supporting evidence in your submitted complaint but could you please forward the original emails to petronela.k@casino.guru? Thank you very much in advance.
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2 years ago
Translation
Hello
I have sent you via my email account:
"k*****l@web.de"
send the emails as pdf files.
greeting
Edited by a Casino Guru admin
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2 years ago
Thank you very much, figges1958, 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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2 years ago
Hi figges1958,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Platin Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hello,
due to a delay in delivery of his voucher,
we had contacted the player last time on Feb 19th through VIP Support by mail and informed him about the delay.
Player was given the choice between receiving his voucher in 2 weeks latest or waive the waiting period by choosing a bonus of 200€ immediately.
Unfortunately we didn't receive any response from him.
We have now resent the mail and all the players needs to do is answering to this email and making his choice.
We're sorry for the delay which was out of our control and hope we can solve this matter asap.
Regards,
Platin Casino
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2 years ago
Thank you Platin Casino team for your reply.
Dear figges1958,
Please take a look at the email from the casino (check also the Spam folder if needed) and let me know how you decided.
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2 years ago
Translation
Hello
I would like to thank you very much for your efforts.
I chose the Breuninger voucher.
I hope this one comes in the next ones as announced
2 weeks.
Greeting - figges1958
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2 years ago
Thank you figges1958,
I will set the timer to 14 days and get back to you.
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2 years ago
Translation
Hello
No not yet. I would also like to state that on 02/19 I did not receive an email about the
Got VIP support.
Greetings and have a nice day.
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2 years ago
Thank you figges1958.
Dear Platin Casino team,
Could you please update us on the situation here?
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2 years ago
Hi,
we're investigating why delivery failed last time and have re-ordered your voucher from Breuninger. Should arrive next week latest and I'll confirm again once there's an update available.
Sorry again for this issue but this will be solved asap.
Regards,
Platin Casino
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2 years ago
Thank you Platin Casino,
I hope it will work out this time.
Dear figges1958,
I guess we will have to wait for one more week.
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2 years ago
Translation
Good Morning
I hope that too.
Let's see.
LG
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2 years ago
Translation
Hello, everyone
Voucher has arrived and has already been redeemed.
Thank you to everyone for the successful completion
have contributed.
LG-Figges1958
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2 years ago
Hi all,
Thanks for the update.
Dear figges1958,
I'm glad to hear that you received your voucher. 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
