Platinum Reels Online Casino - Player didn’t receive his funds.

I started playing with the bonus and then I put in the money and then made a managerial selection to verify the identity (which went well). The money was not returned

Dear TravenUrr,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you provide more information and details so we can understand fully what happened? Which bonus did you activate? Did you try to withdraw your bonus winnings, but they were confiscated?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to my email address kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

[11. 12. 18:43] Artem Seergeev: what's means Manager Withdrawal

[11. 12. 18:46] +1 ***: *Brad*

Basically means that our finance team has done the cash out for you from our end after removing the excess funds.

[11. 12. 18:46] +1 ***: *Brad*

Please can you see if you have received the email?

[11. 12. 18:53] Artem Seergeev: It's means finance team send me money on my bank account

[11. 12. 18:55] +1 ***: *Brad*

No we have not yet processed out your winnings, we require what is on the email before we can start with that.

TravenUrr, thank you for your reply. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Good day,

I apologize for the delay. Probably as you say. It was bonus money and when I tried to withdraw it, they only left me $ 51 of that money.

I have a few screenshots (about those bonuses). Otherwise, I'm not entirely sure about the time sequence, but it is quite possible that I already deposited money and subsequently won the sum they confiscated. Before that I got to 5500 and then dropped au

up to about $ 440 and then climbed back to the final amount. I'm trying to find some screenshots and possibly send them to you.

Thank you very much TravenUrr for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello TravenUrr,

I looked at your complaint and will do my best to help you. I would like to invite Platinum Reels Online Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Good day,

The problem is that all winnings, whether bonus or not, were collected from me. I don't know if they can just collect winnings, whether bonus or not.

They told me that after adding and subtracting, I am only entitled to $ 51 ...

We would like to ask the Platinum Reels Online 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’.

Hi TravenUrr,

Thank you for your query regarding your withdrawal of $4,200.

From review of your account, we see that you redeemed a $50 free chip that carries a maximum cash out limit of $100. You then played this bonus up to a balance of $1569.51. Thereafter, whilst having this bonus balance (which carries a maximum cash out limit of $100), you made 2 x $25 deposits, and then played this up to an amount $4,220.18. Please note that this balance would still carry a maximum cash out limit of $100, as the balance initially originated from the $50 free chip.

We would like to bring point number 3 to your attention under our free bonus terms and conditions, which is available on our website:

"Wagering bonus money or winnings originating from bonus money in conjunction with a deposit greater than $10 is not permitted. Winnings generated from such gameplay will be restricted to the terms of the bonus. Winnings over and above the originally stated maximum cashout on the bonus will be forfeited."

Regardless of the withdrawable balance stated in the cashier upon initiating your funds, all withdrawals are subject to a final audit by our finance department, in order to determine the correct amount payable.

We would hate to see this happen to you again and suggest that in future, you read through all our bonus terms and conditions before redeeming any of our bonus offers to avoid situations like this going forward. Don’t forget that if you are ever unsure of anything, you are always welcome to contact our friendly support team, who will gladly assist you.

If you have any further questions or concerns, feel free to contact us directly.

Best Regards,

Platinum Reels Team

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.