The player's deposit did not arrive in his casino account for an unknown reason. After some time, the casino responded and stated that they were investigating the case. Shortly after this, the player's deposit was credited to their account and the complaint was resolved.
Platincasino - The player's deposit did not arrive.
Amount: €50
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Dear Sir or Madam, to keep myself short, I deposited 3x 50 euros on November 30th, 2022, i.e. 150 euros in total, but only 100 euros were credited to Platincasino, i.e. 50 euros are gone with the wind.
After several discussions with Platincasino support and the support of the site's payment provider (Mandanto), the answer is always the same: Platincasino says the money was with the payment provider and Mandanto the site's payment provider says it arrived at Platincasino.
To be on the safe side, I contacted my bank again and they also wrote to me that all transactions were successful.
I am sending you conversations between me and Platincasino, the payment provider and my bank.
Say Neumann
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1 year ago
Dear keevh1z1,
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
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1 year ago
Translation
Have a nice good evening, thanks for your quick reply, yes it's been almost 1 month now. As I said, I contacted the payment provider, who sent me a transaction list in which it was visible who had sent the money, they checked it again with the accounting department and insisted that the money was in the casino's bank and an error has occurred in the system.
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1 year ago
Thank you keevh1z1 for the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello keevh1z1,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Platin Casino to join the conversation and participate in the resolution of this complaint.
Dear Platin Casino,
Can you please provide further information regarding the player's missing deposit?
Kind regards,
Adam
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1 year ago
Translation
Dear Sir or Madam, Platincasino support has not contacted us via email so far, I'll be honest with you, I'm getting really angry that my money is being embezzled and I'm not being helped by Platin or the payment provider, because the payment provider sent me the transaction and you can clearly see that Platin has received the money, I have also sent Platin my complete entries and exits from my account and you just tell me you have not received anything if Platin no longer regulates this I have to forced to take legal action
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1 year ago
Translation
I am sending you another conversation with Platincasino's payment provider (Mandanto), who assured me that Platincasino received the transactions and that the accounting department will now contact Platincasino again!
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1 year ago
Hello keevh1z1,
Thank you for the additional information. it is our normal procedure to allow the casino 2 periods of 7 days each to respond to the complaint.
When the timer expires I will attempt to contact them once more.
Kind regards,
Adam
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1 year ago
Hello keevh1z1,
I have since made contact with the casino via Skype and I am now waiting for further information.
I will extend the timer accordingly.
Kind regards,
Adam
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1 year ago
Translation
Dear Sir or Madam, I received another email from Platincasino in which I was asked to send all transactions there, I did this more than 1 month ago, I sent them all the documents of all transactions, plus my incoming and outgoing account.
Will now take legal action as it has been a long time and you only ever get a response from live support saying you take care of it but nothing happens.
Kind regards
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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
Dear keevh1z1,
As there has been no further response from the casino, I will contact them once more.
We would like to ask Platin Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
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1 year ago
Hi Adam,
sorry for delay. We're investigating this case and getting back asap.
Regards,
PlatinCasino
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1 year ago
Translation
Dear Sir or Madam, today on January 18th, 2023, the money was credited to me on the page just so you know, thank you for your help and have a nice day.
Kind regards, Neumann
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1 year ago
Thank you for your response Platin Casino.
Dear keevh1z1,
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,
Adam
