Platinum Reels Online Casino - Player's winnings have been declined.

After 4 weeks of agony I was told my Jackpot of 5000.00 was not valid & originated from a 10.00 cashback… why bother playing if a Jackpot isn’t what it says it is "JACKPOT" .. I was approved for $100.00 from cashback…. AGAIN WHAT ABOUT JACKPOT FLASHING YOU WIN!!!!!!

Dear Patrina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your winnings have been capped because of the maximum cashout that the cashback bonus had?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your emails, Patrina. I don't see any cashback bonus in your cashier history. Could you please clarify the date and time when the bonus was activated?

I can’t get to that transaction because they only let you see your history for 30 days… UGH!!!

Patrina, I checked the cashback bonus T&Cs and I found this:

"All Cash Back Bonus coupons are subject to 20 times wagering. Max cashout values as stipulated in above table or $100, whichever is the higher value.

If your gameplay is NOT majority slots or if you are at a Blue tier, the max cashout restriction is $100."

If you have accumulated your winnings with the cashback bonus, the casino capped your winnings in compliance with their bonus T&Cs. I am afraid that if this is the case, there is not much more we could do for you.

Dear Patrina,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.