The player from United Kingdom had his funds vanished from the account. The casino failed to respond and we were forced to close this complaint as 'unresolved'.
Platinumclub VIP Casino - Player’s active balance has disappeared.
Black points: 122
Amount: £500
Platinumclub VIP Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.4
Platinumclub VIP Casino has a Safety Index of 2.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
I won £500 on my slots game and the total amount was immediately wiped from my account balance
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3 years ago
Dear Ciaran12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence? We really want to help you to resolve this unpleasant situation, but we will need either your game history or screenshots showing the win. My email address is petronela.k@casino.guru.
Have you accumulated your winnings with or without an active bonus? Was your account successfully verified in the past?
Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Thank you very much, Ciaran12 , for the forwarded emails. Could you send me a screenshot of your bonus history too? How much is your active balance now, please?
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3 years ago
Hi
although this shows a balance of £26 the online system doesn’t allow me to use it! Very strange betting site.
Cheers
Ciaran
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3 years ago
Thank you very much, Ciaran12, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Claran12!
I will take care of your complaint from now on. In order to proceed, please let me invite representatives of Platinumclub VIP Casino into this complaint in order to help us resolve the issue.
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3 years ago
We would like to ask Platinumclub VIP 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’, which will have negative impact on the casino's rating.
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3 years ago
Since the casino remains unresponsive and we haven't received any reply from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will further influence the casino’s rating in a negative way and thus cementing it's reputation in lower ranks on our website.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
