Platinumclub VIP Casino - Player’s active balance has disappeared.

I won £500 on my slots game and the total amount was immediately wiped from my account balance

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

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?

Hi

although this shows a balance of £26 the online system doesn’t allow me to use it! Very strange betting site.

Cheers

Ciaran

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.

Thank you

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.

Thank you Martin appreciate it

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.

Is it normal for this casino to ignore customers?

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.