Platinum Reels Online Casino - Player's withdrawal was canceled.

I tried to withdrawal $500.00 dollars of a $768.00 dollar winning and they declined the withdrawal and they did not but the $500 dollars back in my account they just dismissed it they said.

Dear LISA,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Do I understand correctly that the amount of $500 has not been returned to your player's account? Could you please clarify how much money you currently have in your balance?

Did the casino specify the reason why this amount hasn't been returned? Please, forward any other relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your reply, LISA. Have you made any successful withdrawals before? Could you please confirm that you have submitted all the required documents?

Also, have you accumulated your winnings with or without an active bonus, please?

Yes I have made successful withdrawal before of $900.00 dollars from this same Casino and they have all of my information

I accumulated my winnings without an active bonus.

The money just vanished they did not put it back into my account.

Thank you very much lisaalne1966 for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello lisaalne1966,

I have reviewed your case and will now contact the casino to see if we can determine what has happened to your payment.

We would like to invite Platinum Reels Online Casino to join the conversation and to aid in the resolution of this complaint.

Platinum Reels Online, can you provide any insight into the situation?

Hello lisaalne1966,

There has been no response from the casino so far. I will now attempt to contact them once more.

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear lisaalne1966,

I tried to get in touch with the casino repeatedly but have had no success. I’m afraid, there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, the casino shows that they have a Curacao license, although we have been unable to verify this. I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if I can help with this or how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards,

Adam