Hello

i have deposited 350$CAD on October 26th and the payment got rejected, but the amount was deducted from my credit card. I have contacted the casino and said the payment will be reverted back to the credit card and until now i haven’t received it.

the amount 350 Canadian dollars and my card was charged with 241.40 EUR.

Dear Alprince2001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt including transaction ID to [email protected]. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

no it wasn’t first deposit. It was second deposit and first one went fine with same card. But the second one failed.

Thank you for your email, Alprince2001. Is there any other payment receipt that would show the transaction ID, please?

I’ll check my account and if there is another one I’ll email it also.

thank you

I completely empathize with your frustration, Alprince2001. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 14 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Thank you

I have cced you in my emails with casino so you will be updated. And if you check they are trying to play around and take the one time by asking for the same thing again and again.

Thank you, Alprince2001, for including me in the email. Could you please confirm whether you have submitted all the required documents to the casino?

Yes. You can check my emails. The problem is they keep asking again and again for the same thing. It is easy and clear but they’re making it complicated.

Thank you very much, Alprince2001, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Alprince2001,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Platincasino's representative to join this conversation and participate in the resolution of this complaint.

Dear Platincasino team,

Could you please look into the complainant's issue and provide us with an explanation? What did the casino find out during the investigation? What happened? If there is anything that could be done on the player's side to speed up the process, can you provide him with clear instructions?

If it suits you better, feel free to reply to my email ([email protected]).

Thank you in advance for providing the information.

We would like to ask the 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 may negatively affect its rating.

Hello,

Sorry for any incontinence.

The payment provider rejected the transaction. If funds have been debited, they should be returned within 5-7 days. If they are not returned, please send to us a bank statement from the 26/10/2023 to 28/11/2023.

Best regards,

Thank you for your response and explanation, Platincasino Team.

Dear Alprince2001,

Is there any progress on your issue? Can you please provide us with an update? Has the payment already been refunded to your payment method? If not, can you provide the casino with the requested document?

You can send it to the same email address that you used before to contact the casino, or you can send it to [email protected].

Did you ask your bank/payment method provider about this particular transaction? Are you sure the payment was deducted from your payment method and not refunded later?

Hello

my account was closed due to gambling issue. I received. They refunded the 350$ in my casino account and they reopened it. Plus after reopening my account I deposited total 2073.50 + 350$ (refunded) = 2423.50$. They should not opened my account they should’ve just refunded back the money back to my credit. But I’m as I have mention before I have gambling issue so I lost deposits after they reopened my account.

now I’m asking g for full refund of the total amount after reopening.

thank you

Thank you for the update and email, Alprince2001.

So, let's ask the casino for more details again.

Dear Platincasino Team,

Can you please look at the player's disputed account once again, and provide us with an explanation? What happened there? If he requested a permanent self-exclusion, how is it possible that it was so easy to reopen his account? Are we talking about only 1 casino account?

I guess they have seen the complaint. They just closed my account now after total loss of 2483.50$ CAD.

We would like to ask the 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 may negatively affect its rating.

Dear Team,

Account was indeed temporary enabled so pay out could be processed. We apologize for the inconveniences caused by human error! Meanwhile we have refunded all deposits made while account was enabled plus the missing deposit amount in question - 2,423.56 CAD in total and they should reach the payment account by latest next week due to Christmas days.

Once again we like to ask for understanding that human errors may happen and we do out best to make up for them and stay fair!

Wishing you a merry Xmas and a fresh start to the new year!

Thank you platincasino the amount was of 2423.50 was refunded in my casino account and withdrew successfully but still there is 100$ in my balance waiting to withdraw also.

additionally there is 60$ more has to be refunded becoz the total amount was 2483.50$

thank you

thank you

Hi Team and Alprince2001,

hoping you had great Christmas days!

We have been personally in contact with the player and are aware of the situation. He was informed accordingly that the remaining balance will be paid out within the next days.

If there is anything else, please let us know - however the player is in contact with our representative agent Jasmina and has received follow ups and confirmed he will be waiting.

Thank you both for your replies.

Dear Alprince2001,

Can you please provide us with an update? Is there any progress on the remaining disputed amount that should be refunded?

Please inform us when all the remaining disputed funds are paid out.

First of all I would like to thank you ?? for the support and also I would like to thank Jasmina from Platincasino for her service & kindness.

i have received most of my refund, remaining is 235CAD i need to withdraw but the payment method or withdrawal method was removed from my casino account account. Jasmina is in contact with me to finish the process of the remaining balance.

Thank you. Your support is highly appreciated

Alright, I understand. Thank you for the update.

Would you like me to keep the complaint open and wait until the last 235 CAD is refunded?

Yes please.

Thank you.

Dear Branislav,

you may close the complaint now. I have just received the remaining refund 235CAD.

Thank you

happy new year

What great news, Alprince2001!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you too, Platincasino Team, for your help and cooperation!

Happy New Year to all!

Best regards,

Branislav, www.kpvfaw.com