Platinum Play, 1-3 hours to credit a bonus?

ChopleyIOM

Hearthstone Addict
webby
Joined
Mar 25, 2012
Location
IOM
My Sunday slotting has got off to a rather frustrating start thanks to the non-appearance of a bonus in my account at Platinum Play.

I received a mailer through the post offering a 120% bonus on my next deposit up to a maximum of £240, figuring this would give me a good opportunity to have a crack at Avalon 2 and some other newer MG slots, and would also make a decent next video for my channel - I decided to give it a go. (I had £180 knocking around in my Neteller account so wouldn't even have to load it up with any funds.)

So I fired up the casino client (having left it doing its 11.5GB (!!) download overnight) and decided to check with live chat before depositing what the WR was, as you can see it took over 19 minutes to get the information, but we did get there in the end. (30xB, which is reasonable.)

19min.jpg

Thereafter I deposited £180. No bonus in my balance. I waited 15 minutes, checked again, no bonus, after 30 minutes checked again, no bonus, after 50 minutes and still no bonus I fired up live chat again. (The only terms I could find on the Platinum Play website referred to the SUB and said that the bonus should be credited within 20 minutes of depositing.)

This time it took 12 minutes for me to be informed that it would take 1-3 hours for the bonus to be credited.

12min.jpg

I'm now at over two hours since I deposited and still no bonus in my account (the times in the above chat are one hour ahead of UK time), is it really going to appear in the next 60 minutes or will I have to return to live chat again?......

And in either case, why on earth should it take 1-3 hours for a bonus to be credited? I'm basically in no man's land now, I can't start playing until the bonus is credited, I've got £180 tied up in the casino that I can't use anywhere else, and I'm not minded to load my Neteller account with any more funds (copping a 1.75% fee in the process) in the meantime.

Does anyone with more experience of this casino than me know if the bonus will in fact turn up?...... (If I could just take the £180 back out and use it to play somewhere else I would, but of course being Fortune Lounge I won't get paid until the middle of next week! :D)

180.JPG
 

tinybettor

Dormant Account
Joined
Sep 23, 2012
Location
Australia
I too am puzzled to why it takes so long to credit a bonus. In all my past dealings with casinos that use the MG download client, the support was always able to manually credit my account immediately when requested. Not sure what's going on here, maybe they need management authorisation or something?
 

rshkrn

Experienced Member
PABnoaccred
Joined
Feb 6, 2010
Location
Asia
wow....that's actually quite frustrating, not to mention completely player-unfriendly.....hope it's more of a temporary issue rather than the norm....
 

ChopleyIOM

Hearthstone Addict
webby
Joined
Mar 25, 2012
Location
IOM
It's now three hours since I deposited, still no bonus, back to live chat it is then.

I remember now why I tend to stay clear of these 'old-school' download client MG casinos.....
 

kazzi

Experienced Member
Joined
Jan 7, 2010
Location
Denmark
Thats really bad my play at 7sultans in fortune lounge group the bonus was always added instant, they should just add it manually since you already waited 2hrs+.

I tend to stay clear of MG only casino also now a days since i hate the 48hrs pending and no weekend withdraws over xmas it took 6-7days at roxy palace to get paid cause of hollidays.
 

ChopleyIOM

Hearthstone Addict
webby
Joined
Mar 25, 2012
Location
IOM
Seems you just need to talk to the right CS, quite frustrating but got there in the end!

sorted.jpg
 

wobble33

Experienced Member
Joined
Aug 16, 2004
Location
uk
Seems you just need to talk to the right CS, quite frustrating but got there in the end!

View attachment 45186

chopley

got the same offer off their partner euro palace yesterday. you use the claim form normally in your homepage. I tried to do this but was no button.

got onto c/s and within 5 mins they manually put my £240 in!

went straight on to immortal r and hit a 4 wild storm! but after clearing the wagering, I was left with only half my win. but won nicely anyway!

yes c/s usually sort this out for you. don't know why they didn't in the first place. incidentally, they have another 3 bonuses to come after this one, no idea what they are yet though.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I had the same trouble yesterday. VIP support told me they were having technical problems with their systems, and boni were failing to get credited. Perhaps the front line support were not aware, and decided that rather than credit manually, they would ask players to remain patient.

One possible issue is that boni might get credited twice if the systems were merely slow, rather than down.

Things appeared to be back to normal late last night as the rest of my offer was credited almost immediately after deposit. It seems this didn't last, and the systems broke again today.

Better communication between departments would have helped, so that front line support would have known to credit the offers manually once the players had waited longer than usual.
 

Balthazar

The Governor
Joined
Aug 14, 2012
Location
Woodbury
a good opportunity to have a crack at Avalon 2 and some other newer MG slots, and would also make a decent next video for my channel - I decided to give it a go.

If your session is anything line mine, you better stick with minimum bet. I'm getting mauled over here.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Platinum Play belongs to the Fortune Lounge group and while I was a bit irritated that in the past their weekly 10%-30% bonuses were not credited instantly - sometimes taking 15-20 minutes they have improved and regular bonuses are credited within a minute nowadays. Larger percentage bonuses don't usually take that long to credit from my experience at PP and RV. Usually within 10 minutes and sometimes instantly.
 

ChopleyIOM

Hearthstone Addict
webby
Joined
Mar 25, 2012
Location
IOM
Just to round this off I should note that I got a PM from the Fortune Lounge rep apologising for my experience with the depositing process on this occasion, and I was credited with 50 free spins at 30p play on Avalon II, which is a nice gesture :)

Also, I have to say I'd forgotten how solid and consistent the Viper client is with delivering seamless spins, I did over 10K spins on the deposit and the client never missed a beat, even when I was barrelling along in quick spins, there was never so much as a tiny pause on a single occasion.

(Even the best session on the web-based platforms suffers from the odd slow spin or disconnect, so that made a nice change.)
 
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