I initially submitted a withdrawal via BTC. After waiting on a 3 day hold it was denied. They said because the winnings were not based on a BTC deposit so I had to request again via wire. I asked since I'd already went through the hold period if they could forgo the additional hold period and just go ahead send over for processing. Nope, that wasn't done so I had to wait an additional 2 days before it was even sent to be reviewed and processed. It was processed on day 3. After checking my bank account over a period of 4 days, I ended up calling the bank. The bank had rejected the wire and sent it back to PR's bank (Wells Fargo) because my account cannot get international wires. Okay, fine. So I contact PR and was told the money would go back to my live balance and I would have to request again and send to an account that did accept international wires. They saw that it was rejected on their end. That was over 2.5 weeks ago. Zero balance as of today. I have contacted chat over 10 times during this 2.5 weeks and each time I'm told I have to wait for the money to be returned. Doesn't make sense. I have worked for companies and did treasury management and payroll. Once a deposit is rejected, the company sees that money in their account within 2 to 3 business days. Yet PR is telling me they don't have the money. How is that when they told me that they could see that the wire was rejected? They have just decided that they are not going to pay my winnings.

Dear Tanisha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you withdrawn any winnings successfully in the past? Did you receive any tracking transaction number for the last payment from casino? How many days ago has the withdrawal been sent to your bank account?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I have successfully received withdrawal from in the past to different checking account and via Bitcoin. I did not get a tracking number for this withdrawal. The withdrawal was processed 11/27/20.

The issue has now been resolved. Thanks for your help.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Tanisha, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"So it is 1/4/21 and I still have not received the payment. On the day I said it was resolved, the funds were added back to my live balance. I requested a withdrawal, which was supposedly processed 12/21/20. Withdrawals typically take 2 to 3 days to hit my account after processed. So that week I kept following up about it. I've been given explanations that range from I need to wait 5 to 10 day business days, to the processors have been slow due to the holidays, etc. Yet, nothing has posted. It is well beyond 10 business days and I cannot get an answer as to why I have not received the funds. Platinum Reels used to be good in my book. But after this I am finding them to be very unreliable and would not recommend them at all. I've even asked for a wire confirmation, haven't received that either. At this point we are going on almost two months for this debacle from the original win and withdrawal request. Can you see if you can help me get to the bottom of this?"

Thank you very much, Tanisha, for your reply. 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.

Hello Tanisha!

From now on I will try my best to help you. I would like to invite Platinum Reels Online Casino to this discussion in order to figure out this situation.

Martin they have now added the funds back to my live balance.. since there have been 2 failed wire attempts I would like to just get a Bitcoin withdrawal and get it over with. They have rejected a previous request for that. I think the best resolution is to process via Bitcoin at this point.

Hello Tanisha!

Did you tried to request a bitcoin withdrawal? Are there any updates with your issue?

Hi Tanisha,

On behalf of Platinum Reels Casino, thank you for your query regarding your withdrawal of $450.

From review of your account, we see that the withdrawal in question had initially been rejected by your bank, due to your bank being unable to receive wire transfers. Since this matter first arose in November, we can confirm that your withdrawal was re-issued to you, once again, on 11 January 2021. These funds were sent to the banking details input by you, to which we can confirm we have successfully processed to in the past.

In addition, we see that we have processed multiple withdrawals to you in past, which have been successfully received. Kindly note that the onus is on you, as the player, to ensure accurate banking details are provided at the onset, to avoid any unnecessary delays. We would like to thank you for your time and co-operation in resolving this matter. Should you have any further queries or concerns, please feel free to contact us directly and we will gladly work with you, in resolving any and all matters.

Best Wishes,

Platinum Reels Casino

The wire was received yesterday. Thanks for your help Casino Guru

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help