Platinum Play Online Casino - Player’s winnings disappeared and account closed.

I won 31000 and immediately signed out of

My account stayed busy for 4 days following withdraw when i logged in to see the status of my withdraw it was zero like it never happened and i was told that i was the one who reversed the entire 31000 abd they would start an investigation i was somewhat hopeful that they would be able to see me logged out and possibly recover the funds and then the said i was shit outta luck and i was responsible for reversal and then ny account was closed wss so happy to all if a sudden epuc anger especially when i cant do anything about it what a horrible feeling to have . Vif anyone has suggestions on what or what to do hete pkease reach out br*****nel@gmail.com

Dear braddarnel,

Thank you very much for submitting your complaint.

I'm truly sorry to hear about the frustrating experience you've encountered with your withdrawal from the online casino. To better understand the situation and assist you effectively, could you please provide us with some additional details?

• Could you clarify the exact date and time when you initiated the withdrawal of 31000?
• Did you receive any confirmation or notification regarding the withdrawal process?
• Have you communicated with the customer support team regarding this issue, and if so, what was their response?
• Do you have any transaction IDs or reference numbers related to the withdrawal that you could share with us?

Additionally, if you have any relevant communication with the casino that you'd like us to review, please feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Withdrawl april 19th

No notification about withdraw as it simply goes into a pending state for up 48 hrs

Yes ive chatted with an agent about this and requested the transcrips to be emailed to me .they didn't have much to say other then i wasnt receiving my money

Yes i belive i have a screen shot of the winning jackpot as i was excited to have won the largest amount that i have ever won.i will submit screen shot later when i get home

Additionally i should mention that after withdrawing and logging out i was camping with family and naturally starting to dream what i could spend money on and what was needed im my life so i decided on e the money was in my account i could put a large amount towards my bills eg. Mortgage payments i needed to catch up on so come monday when i logged back into platinumplay casino to check on the staus of my funds and learned fhere wasn't any i immediately got ahold of a live agent through the chat bubble in which i tfied to hold my composure and not completely flip out on the agent i had apparently nade the comment that this was serious and was alot of money to just have disappeared and that i had alot of things banking on this money i had won and that i now wasnt able to pay the past due bills i had as well as now the potential liss of my house if the money wasnt coming back to me. Which the afent misinterpreted as me having a gambling problem so much so that i was losing my home over it which is not the case and then had nade the decision to exclude me from that casino as well as all my accounts with the sister casino sites and rhat included any and all of ny loyalty points accumulated feom the winning and wagering of almost $40000 which would have been significant amount in dollar value.

Do you feel that there is really a chance to recover my money that i won ?

Hi braddarnel,

• Can you verify that you have never shared your casino login information or password with any third party?
• Have you consistently accessed your casino account from the same device?

Thank you.

I have never shared my password or login information with anyone i dont trust anyone and only have the one device that i use and to consistently login with yes

Is there a possibility of recovering my money here ?

Hello ?

Thank you very much, braddarnel, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear braddarnel,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you

Have you had much success in the past with this isuue

Any luck ?

Dear braddarnel,

I am still attempting to contact them; unfortunately, in the past, they mentioned they would not cooperate due to GDPR. However, I am doing my best to verify this information. If the casino does not respond, I will update you on the next steps you can take.

Gdpr ?

Dear braddarnel,

I have received a response from the casino support, but unfortunately, they are not willing to cooperate on this matter.

We have received your query, however, we do not liase with 3rd parties on accounts. Please advise the customer to contact us directly and we will gladly assist them.

I regret to inform you that due to the lack of cooperation from the casino team, I have no choice but to close this case as 'not solved'. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru