Resolved Platinum Play casino wont pay my £3000

[bim]

Hi all

I badly need help. I registered as a new player on the 10th September 2008 at fortune lounge group Platinum play casino. I deposited £100 via debit card and won £3000 on instant play french roulette. I withdrew £3000 on the 10th September and made no reverse withdrawals in the 24 hour period. Casino asked for I.D verification next day which they received.

Also on the morning of 11th - yesterday, I received an email informing myself that I had a £100 bonus. went online played bonus, lost bonus made no withdrawls or deposits.

Have received an email regarding winnings stating:

Please be aware that all Fortune Lounge bonuses are allotted to players in good faith, in order to enrich their gaming experience, and not to be abused for profit. Unfortunately, your recent withdrawal request of £3000 included a bonus amount that you already received via our promotional offers.

My withdrawl amount on the 10th September did not include any bonuses. I registed on that day as a new player and played no bonuses or withdrew any bonus amounts.

Guys please help.

[silcnlayc]

Also on the morning of 11th - yesterday, I received an email informing myself that I had a £100 bonus. went online played bonus, lost bonus made no withdrawls or deposits.

When you made your initial deposit, did you check the "bonus" window under your actual credits window before playing? The bonus is usually automatically deposited on a first deposit. I said USUALLY. So if it was and you didn't notice and played then all bets are off.

If on the other hand you did not play with any bonuses and made a withdrawal, but then received a bonus for this deposit all should be good.

Just a tip for others...When I play and they deposit a bonus in my account while I have a withdrawal in "pending" status, I always refuse to play it until my withdrawal is completed. Saves a lot of headaches that way. After getting your money, you can then play with the bonus already in your account without fear of them attaching it to any withdrawal attempt!.

Good luck on you issue!

[mojo]

This happened to me recently. I made a first deposit (at a different casino) and before the welcome bonus hit my account I made a withdrawal. The bonus never came. I checked with chat and he said because I made a withdrawal, I was no longer eliglible for the bonus because of the playthru t/c's. The alternative was to reverse my cashout, accept the bonus and meet the WR. I understood that. I passed on the bonus and I received my cash out.

The bonus they gave you and you played had wagering requirements attached to it. They probably should not have given it to you with a withdrawal pending.

It will be interesting to see how it turns out.

Good luck!

[maxd]

Originally Posted by bim

Guys please help.

Suggest you contact the rep fortunelounge.

If that doesn't pan out the next step would be our Pitch-A-Bitch service: free, friendly and non-OGM.

[bim]

silcnlayc

I did exectly as you stated below:

'If on the other hand you did not play with any bonuses and made a withdrawal, but then received a bonus for this deposit all should be good.'
Received bonus while having a pending withdrawl.

Received this email 15 mins ago:

I have reviewed your account and have found that your withdrawal was made on the 11th which was just about 3 hours after claiming the £100 sign up bonus at the casino. Unfortunately due to that the withdrawal that you made had a bonus balance attached to it thus it was forfeited.

You can review the transactions in question on your playcheck facility and you will be able to see the transactions dates and times.


I trust that the information will be of good use to you, and thank you very much for being a part of the Fortune Lounge Family.

Kind regards

Mike

Casino Support

Well, I logged in to Play check on the detailed statement and on transaction 456 you can see I withdrew on the 10th September, I have copied and pasted the page:

Show Games Show Detailed Statement
Games you Played in Login Session 41291612 :
Transaction Time Description Change Credits
452 View Transaction 9/10/2008 1:13:32 PM Flash - French Roulette : Look 1 - Roulette Spin -£15.00 £2,958.00
453 View Transaction 9/10/2008 1:13:37 PM Flash - French Roulette : Look 1 - Roulette Spin -£15.00 £2,943.00
454 View Transaction 9/10/2008 1:13:45 PM Flash - French Roulette : Look 1 - Roulette Spin £165.00 £3,108.00
455 View Transaction 9/10/2008 1:13:50 PM Flash - French Roulette : Look 1 - Roulette Spin -£10.00 £3,098.00
456 View Transaction 9/10/2008 1:14:25 PM Transfer Casino Credits to ECash -£3,000.00 £98.00
457 View Transaction 9/10/2008 1:15:35 PM Flash - French Roulette : Look 1 - Roulette Spin £330.00 £428.00

I have sent a reply to 'Mike' with the evidence.

He states in the email:

'as the withdrawal was made on the 11th which was just about 3 hours after claiming the £100 sign up bonus at the casino.'

As you can see I withdrew the day before!

[bim]

Do you think I will get my money? I feel sick

[silcnlayc]

I withdrew on the 10th September, I have copied and pasted the page:

What is not clearly understood is the time frame shows in your time zone whereas the time frame of acutal withdrawing is in THEIR timeframe which is probably different.

I have found the same thing out from Grand Hotel Casino. When I make a withdrawal, my date is the 10th and theirs shows the 11th. (When I get an email confirmation on a withdrawal pending within minutes) Our daytime is their midnights and vice a versa I beleive. So if there is an issue you can match up the times on both withdrawal and bonus deposits in the right time zones.

Saying you withdrew on the 10th is ok but you should have an email confirmation stating exactly when it was received by the casinos clock. This would stop any speculations. What I mean by that is you can say I withdrew the tenth when in actuality it was the 11th (trying to make it look like it was a different time that it really was).

Do you have an email confirmation on the withdrawal? I always get them from Fortune Lounge and the time frame is on the email which is also different than my time and it comes to me within a short time of requesting a withdrawal . I do want to say, I have NEVER had a problem with their casino on any withdrawals and they are the only other casino I play at now.

Hopefully this will get ironed out. Good Luck!

[bim]

I played the bonus 22 hours after I withdrew on the 10th September at 12.30pm. I played the bonus at around 10am on the 11th.

I see what you mean but regardless of time zone the bonus was played 22 hours after I withdrew.

How could I of won 22 hours before I played bonus.

I got the email 24 hours later stating they were processing withdrawal.

Withdrawal had been sitting in account as reversible for 24 hours before processing.

[bim]

As you can see from playcheck withdrawal was made on the 10th at 1.14pm -12.14pm UK time, where I Live.

456 View Transaction 9/10/2008 1:14:25 PM Transfer Casino Credits to ECash -£3,000.00 £98.00

[bim]

Here's the playcheck for bonus amount played. Clearly states date and time as being 22 hours after I withdrew. As you can see started off with 100 bonus credits. none of my cash balance was there. I had already withdrew!

Games you Played in Login Session 41316683 :
Transaction Time Description Change Credits
478 View Transaction
9/11/2008 10:03:48 AM Flash - French Roulette : Look 1 - Roulette Spin -£5.00 £95.00
479 View Transaction
9/11/2008 10:04:24 AM Flash - French Roulette : Look 1 - Roulette Spin -£5.00 £90.00
480 View Transaction
9/11/2008 10:04:30 AM Flash - French Roulette : Look 1 - Roulette Spin -£5.00 £85.00
481 View Transaction
9/11/2008 10:04:43 AM Flash - French Roulette : Look 1 - Roulette Spin £22.00 £107.00
482 View Transaction
9/11/2008 10:04:59 AM Flash - French Roulette : Look 1 - Roulette Spin -£14.00 £93.00
483 View Transaction
9/11/2008 10:05:10 AM Flash - French Roulette : Look 1 - Roulette Spin £17.00 £110.00
484 View Transaction
9/11/2008 10:05:20 AM Flash - French Roulette : Look 1 - Roulette Spin -£19.00 £91.00
485 View Transaction
9/11/2008 10:05:27 AM Flash - French Roulette : Look 1 - Roulette Spin £14.00 £105.00
486 View Transaction
9/11/2008 10:05:39 AM Flash - French Roulette : Look 1 - Roulette Spin £14.00 £119.00
487 View Transaction
9/11/2008 10:05:45 AM Flash - French Roulette : Look 1 - Roulette Spin £14.00 £133.00
488 View Transaction
9/11/2008 10:05:56 AM Flash - French Roulette : Look 1 - Roulette Spin -£22.00 £111.00
489 View Transaction
9/11/2008 10:06:05 AM Flash - French Roulette : Look 1 - Roulette Spin £10.00 £121.00
490 View Transaction
9/11/2008 10:06:11 AM Flash - French Roulette : Look 1 - Roulette Spin -£26.00 £95.00
491 View Transaction
9/11/2008 10:06:19 AM Flash - French Roulette : Look 1 - Roulette Spin £8.00 £103.00
492 View Transaction
9/11/2008 10:06:29 AM Flash - French Roulette : Look 1 - Roulette Spin -£2.00 £101.00
493 View Transaction
9/11/2008 10:06:51 AM Flash - French Roulette : Look 1 - Roulette Spin -£7.00 £94.00
494 View Transaction
9/11/2008 10:07:05 AM Flash - French Roulette : Look 1 - Roulette Spin -£11.00 £83.00
495 View Transaction
9/11/2008 10:07:14 AM Flash - French Roulette : Look 1 - Roulette Spin £23.00 £106.00
496 View Transaction
9/11/2008 10:07:30 AM Flash - French Roulette : Look 1 - Roulette Spin -£12.00 £94.00
497 View Transaction
9/11/2008 10:07:48 AM Flash - French Roulette : Look 1 - Roulette Spin -£18.00 £76.00
498 View Transaction
9/11/2008 10:07:54 AM Flash - French Roulette : Look 1 - Roulette Spin -£16.00 £60.00
499 View Transaction
9/11/2008 10:08:03 AM Flash - French Roulette : Look 1 - Roulette Spin £12.00 £72.00
500 View Transaction
9/11/2008 10:08:14 AM Flash - French Roulette : Look 1 - Roulette Spin -£25.00 £47.00
501 View Transaction
9/11/2008 10:08:23 AM Flash - French Roulette : Look 1 - Roulette Spin -£26.00 £21.00
502 View Transaction
9/11/2008 10:08:57 AM Flash - Roulette - Roulette Spin £32.00 £53.00
503 View Transaction
9/11/2008 10:09:18 AM Flash - Roulette - Roulette Spin -£8.00 £45.00
504 View Transaction
9/11/2008 10:09:25 AM Flash - Roulette - Roulette Spin -£11.00 £34.00
505 View Transaction
9/11/2008 10:09:31 AM Flash - Roulette - Roulette Spin £24.00 £58.00
506 View Transaction
9/11/2008 10:09:43 AM Flash - Roulette - Roulette Spin £21.00 £79.00
507 View Transaction
9/11/2008 10:09:52 AM Flash - Roulette - Roulette Spin £21.00 £100.00
508 View Transaction
9/11/2008 10:10:04 AM Flash - Roulette - Roulette Spin -£16.00 £84.00
509 View Transaction
9/11/2008 10:10:14 AM Flash - Roulette - Roulette Spin -£16.00 £68.00
510 View Transaction
9/11/2008 10:10:18 AM Flash - Roulette - Roulette Spin -£16.00 £52.00
511 View Transaction
9/11/2008 10:10:24 AM Flash - Roulette - Roulette Spin -£16.00 £36.00
512 View Transaction
9/11/2008 10:10:32 AM Flash - Roulette - Roulette Spin £17.00 £53.00
513 View Transaction
9/11/2008 10:10:37 AM Flash - Roulette - Roulette Spin £17.00 £70.00
514 View Transaction
9/11/2008 10:10:43 AM Flash - Roulette - Roulette Spin £17.00 £87.00
515 View Transaction
9/11/2008 10:10:48 AM Flash - Roulette - Roulette Spin -£19.00 £68.00
516 View Transaction
9/11/2008 10:10:56 AM Flash - Roulette - Roulette Spin -£22.00 £46.00
517 View Transaction
9/11/2008 10:11:02 AM Flash - Roulette - Roulette Spin -£24.00 £22.00
518 View Transaction
9/11/2008 10:11:26 AM Flash - Roulette - Roulette Spin £14.00 £36.00
519 View Transaction
9/11/2008 10:11:35 AM Flash - Roulette - Roulette Spin £14.00 £50.00
520 View Transaction
9/11/2008 10:11:41 AM Flash - Roulette - Roulette Spin £14.00 £64.00
521 View Transaction
9/11/2008 10:11:46 AM Flash - Roulette - Roulette Spin £14.00 £78.00
522 View Transaction
9/11/2008 10:11:51 AM Flash - Roulette - Roulette Spin -£22.00 £56.00
523 View Transaction
9/11/2008 10:11:59 AM Flash - Roulette - Roulette Spin £12.00 £68.00
524 View Transaction
9/11/2008 10:12:05 AM Flash - Roulette - Roulette Spin £12.00 £80.00
525 View Transaction
9/11/2008 10:12:10 AM Flash - Roulette - Roulette Spin -£24.00 £56.00
526 View Transaction
9/11/2008 10:12:19 AM Flash - Roulette - Roulette Spin -£24.00 £32.00
527 View Transaction
9/11/2008 10:12:23 AM Flash - Roulette - Roulette Spin -£24.00 £8.00
Transaction Time Description Change Credits
528 View Transaction
9/11/2008 10:12:43 AM Flash - Roulette - Roulette Spin -£6.00 £2.00
529 View Transaction
9/11/2008 10:12:50 AM Flash - Roulette - Roulette Spin -£1.00 £1.00
530 View Transaction
9/11/2008 10:12:55 AM Flash - Roulette - Roulette Spin -£1.00 £0.00