The player's tournament prize was not credited as expected. The player later confirmed that he received the prize approximately 1 week after the end of the tournament. The complaint is resolved.
Platincasino - The player's prize was not credited.
Amount: €375
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
2 years ago
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2 years ago
Translation
The play and go tournament at Platincasino ran until Tuesday. Every website says something like 10,000 euros but advertised with 50,000 euros in prize money. Did a place between 30 and 40 which should give 375 euros. I'm Vip, I've emailed several times and haven't gotten an answer. Chat is totally overloaded. I just want to know when the prize money will be paid out. Mfg Daniel N*****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello Niedi86,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did the tournament ended? Did you receive any confirmation of your wins?
When was the last time the casino responded to you and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello, the tournament ended on May 31 at 11:59 p.m. The last time I wrote with the VIP area it was about a payout, I got an answer within 1 hour. At 11:53 p.m. I was in 30th place, which would mean 375 euros. I haven't received a message about my win, I must have written at least 10 emails, no reply, but they send me bonus offers. Mfg Daniel
Automatic translation:
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2 years ago
Translation
I also waited an hour in the chat until it was my turn, then they just kicked me out without answering "Hello, when will the winnings from the 50,000 euro tournament be paid out". It also means that as a platinum vip you get quick answers and are given preferential treatment. As I said, no response for days. I find this very rude. Please help me.
Automatic translation:
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2 years ago
Hello Niedi86 and thank you for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello, Niedi86,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Platin Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Platin Casino Team,
Could you please clarify the whole situation in more detail? Did the player meet all the requirements to be eligible for the prize? If yes - what is the estimated time frame for crediting the player with the prize?
Thank you in advance for providing the information.
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2 years ago
Translation
Hello, the winnings were paid out last night. Thanks you can close the case. Mfg Daniel
Automatic translation:
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2 years ago
Great news! Thank you, Niedi86, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your prize.
As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
