PLATINUM PLAY - Resolved

[MSWILS411]

I won 3050.00 and they won't pay. Ok 3050.00 may not be alot to some people. But when a new friend of mine was talking about online casinos. I said oh I had never played. He gave me 20.00 and said play. So I chose platinum play. After winning, i decided to stop and withdrawl by courier check which say 3 to 4 business days. On the 9th of may I recieved a email that said we have processed your withdrawl. So on the 11th I called the support desk to get the tracking number, because they sent it to my old address. This is alot of money to me. Especially now because my apartment I had to move from because of a fire. I was told call back friday the check had been sent but they had not recieved a tracking number yet, I called friday saturday Monday Tuesday, No tracking number . I was told in these words, the company we hired to process our checks have not met the casinos requirments and until they do everythings on hold. What ??? Now they say no the checks been sent but we dont have a tracking number, I say then how do you know its been sent ? they say we just know. I contact fed ex they pull up my address and say they have nothing going to that address. They did say that doesnt mean its not in transit but if it is , it's not scheduled for delievery yet. I need this, I felt it was a blessing and now its been 7 business days since they said they sent it, If you look at fed ex their longest delivery time is 5 days, The lady at fed ex , said nothing would take more than 5 days. Please if anyone knows what I should do , I would be ever so greatful for help. I found a place and the lady said she cant just keep holding it. Thank you.

[fortunelounge]

Hi MSWILS411

If you check the thread "Unbelievable" you will find my response to this issue there. We had an issue with our processors.

We also only received the tracking numbers this afternoon.

Please mail me urgently with your details at vpops@fortunelounge.com If the check has not been couriered yet we can, perhaps, pay you quicker in another way. If the check has already been sent, I should be able to tell you when you will receive it.

I would hate for you to lose the apartment because of this.

Regards

VP Operations
Fortune Lounge

[MSWILS411]

First let me say how greatful I am you replied so quick . I don't want to start no problems are be a bother, Its just this is realy important to me for obvious reasons. I had sent you a email regauding this yesterday. I just sent you a email on this matter, I thank you very much.

Sincerely Amanda

[MSWILS411]

Amazingly as soon as I posted this I get a email from platinum play ,


Hi Amanda



Thank you for your time.



I have received feedback in regards to your outstanding check.



Please note that there was a delay in the sending out of your check and it was only processed today, the 17 may 2006. You should receive the check within the next 3 – 7 days.



I thank you for your understanding in this regard.



Thank you for playing with us. Please contact us again, should you have any further queries.



Kind regards

Rudolf

Casino Desk

Where The Player Comes First



Please contact us on the following numbers for further assistance.



USA: 1-800-587-9036

Canada: 1-800-766-3571

United Kingdom: 0-800-056-9578


Before I post my thoughts I am going to be respectful to the fortune lounge rep and give him a chance to see what he can do.

[MSWILS411]

I was told about 3 diffrent things on this again today. I was told its been sent yet bo tracking number. I was told it was sent yesterday . Then I was told it was sent today, At the same time when I ask for a tracking number I'm told ecash is not open to get it but the bank told them it was sent . My thing is if the bank told them it was sent , But they say ecash has the tracking number this to me would mean, The bank may have sent it to ecash but who knows if ecash has sent it yet, And the biggest thing of all is I placed my 500.00 down on this place and it clearly states in the terms I forfiet if balance is not paid in full by due date. She strecthed it til today and will not stretch it anymore. And I keep getting told 24 hours. over and over again, now I literally do not know where to turn, Or what I'm gonna do for a roof for that matter. Do these casinos not understand they are playing with peoples lives? Yes I take full responsabillity in being ignorant to count my eggs before hatched or money was in my hand. But I did not excpect this. This is my first and last time I will ever play at a online casino again.

[MSWILS411]

1 more thing, I do not understand, Now when I won this money I had a chat session that same time with the casino. It clearly states the situation about my housing, I was verifying the money was really mine , thats how happy I was, So they know this is not something I am making up. I even offered to have them send it western union because of the urgency and I would allow the fees to be taken from the amount owed. That would still leave me plenty to get my place. I personally bank with bank of america and I know they do western union, If they can contact the bank as they say they did , Why can they not say oh wire this? I have tried uploading this chat session. i took a snap shot of it so i cant copy and paste. But it keeps saying its to bif of a file, So if anyone would like to see this please pm me I would be happy to send it to you.

[paul02085]

I dont mean to be mean, but was just wondering how you would have gotten by if you didnt win this money? The thought of depending on an online casino to pay for my shelter is very scary indeed.

Anyway, i hope you get your money quickly. Good luck

[MSWILS411]

I fully understand where you are coming from in asking what would I have done. I would not have put 500.00 down on a place, which I am the first to say as I said above was not smart eaither way. But I work 6 days a week. I have income. Again I totally jumped the gun on this. This was my first time ever playing at a casino online. Its not so much as I'm gonna be just out in the street under a bridge or something . It's the fact that the money I put down is what they call good faith money and if the balance due is not paid by the due date. It's forfited. As I said I do work, but I am not in a position to just throw 500.00 away. Also the run around I have been giving does not help. But yes I do see your point. And my answer is I would not have put myself in the position in the first place.

[aodat2]

I fully understand where you are coming from in asking what would I have done. I would not have put 500.00 down on a place, which I am the first to say as I said above was not smart eaither way. But I work 6 days a week. I have income. Again I totally jumped the gun on this. This was my first time ever playing at a casino online. Its not so much as I'm gonna be just out in the street under a bridge or something . It's the fact that the money I put down is what they call good faith money and if the balance due is not paid by the due date. It's forfited. As I said I do work, but I am not in a position to just throw 500.00 away. Also the run around I have been giving does not help. But yes I do see your point. And my answer is I would not have put myself in the position in the first place.

If you seriously and very urgently need to $500, then perhaps you should try using a Credit Card to get a Cash Advance (it's expensive but it saves you the hassle) or worst, go get a Payday Advance.

Both these options are NOT RECOMMENDED by me or anyone in this forum (I'm very sure of it) and will NEVER be recommended either. So, I'm sorry to tell you that you're practically out of options already.

Other than that, why in the world did you actually ask them to send the winnings to you via Check? Why not just get them to actually WIRE you the money? It would have saved a HECK LOT of hassle and etc.

Anyway, please do email the VP of Operations again and check with him. If you don't wanna do it, then perhaps you can PM him over here. From what I've heard, he's quite quick to response and very fast on his cases

Take care and I do hope that you will get everything straightened out soon.

[tronk]

Seeing this post reminded me slightly of my experiences with platinum play.

I was lucky with the free spins promo so made a small deposit in the casino to play on in real money. I'm fairly new to gambling and didnt fully understand what "power play" video poker was. I had read the terms and even though power play video poker was mentioned as restricted i thought i could play multiple play aces and faces.

After starting to play with a mix of games including aces and faces multihand, i reread the terms and got the feelng that i was playing a disallowed game. I contacted support over the phone and they spent some time checking and giving me the ok. Well i completed the required WR but after trying to cash out was sent an email stating i had not met the rquirements (as i had played a lot of multihand aces and faces)

I subsequently informed them that i was given wrong information. I spoke to the same support assistant, who denied telling me this information (but remembered speaking to me) I was pretty angry at this so asked if there was any way to check and he said if i write an email requesting an investigation the recorded conversations could be reviewed. After providing the exact date and time of conversation (thought that would be something they could find but seems not) i recieved an email back stating that i was indeed misinformed, thanked for bringing this to their attention, and given a fresh copy of the terms. I personally didnt think this was adequate compensation. Bear in mind that they had simply refunded my original cashout and not original balance.

I sent one final emaill saying that i had felt cheated and basically blowing off steam. As it was a tiny deposit the money wasnt the issue, more the way i had felt treated. Anyway i quickly got an email back form a support assistant saying they had reviewed my case and could understand where i was coming from. They asked what could be done to make amends. I wasnt fully expecting a reply, but was happy with this response. I replied that they could either process my original cahsout or give me back my original balance.

Well the next support assistant was someone else, and basically gave me another fresh copy of the rules. I wrote back to this irrelevent email, and recieved yet another reply from someone else saying they had reviewed the whole case again. They were now not so sympathetic, but in fact pulled up a live chat session where i ask about resticted games, and was given the same information as on the website.

Now it was my mistake for not understanding the rules more clearly, but i intentioally phoned support to clarify as i wasnt sure what "power play" was. I told support over the phone this. So getting an email back basically saying actually you did understand the rules and heres the evidence was quite offending.

I replied basically that i wouldnt be coming back and neither would any other friend of mine. I said that the way the last email said i had understood the rules felt to me like i was being called a liar. I also mentioned i visited casinomeisters website. In no time i got an email back from the manager explaing that no offence was meant. He also was more than generous in returning my original balance with most of the WR cleared.

I feel confident that platinum play do sort out problems in the end, and all the responses i recieved were super quick. I never felt ignored which is good. But it did concern me the way i recieved contradicing and irrelevent emails, and in the end it was from just pushing the right buttons that i recieved a favourablre outcome.

In the end they were generous in maknig amends so i personally wouldnt have an issue playing there again. Though the way it was handled was bad and there are other casinos out there that i believe offer more consistent support.
It did sort of feel like support was based on an overly beurocratic system.