1. By continuing to use the site, you agree to the use of cookies .This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy.Find out more.
    Dismiss Notice
  2. Dismiss Notice
  3. Follow Casinomeister on Twitter | Facebook | YouTube | Casinomeister.us US Residents Click here! |  Svenska Svenska | 
Dismiss Notice
REGISTER NOW!! Why? Because you can't do diddly squat without having been registered!

At the moment you have limited access to view most discussions: you can't make contact with thousands of fellow players, affiliates, casino reps, and all sorts of other riff-raff.

Registration is fast, simple and absolutely free so please, join Casinomeister here!

Platinum Play complaint

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Stephen Archer, Apr 18, 2013.

    Apr 18, 2013
  1. Stephen Archer

    Stephen Archer Dormant account

    Occupation:
    Retired
    Location:
    Australia
    Hi fellow "casino lovers" I pride myself in being honest but sadly after 60 years (birthday on Sunday) I still give people the benifit of doubt and seem to mostly be dissapointed !
    :(Just wanted to advise potential players of the devious practices of On line Casino “Platinum Play”
    These accouranses are totally fact based and happened to me over the last three days. Firstly monday night I was happily playing away on myfavourite machines and believe it or not actually winning for a change. I was up about $300 and totally a happy little player.

    Then next thing the wheels started to spin continuously, no biggy, it happens quite constantly, unusually caused by server drop out, the strange thing is though as this was happening my internet connection continued to download “something” and then the screen went black, again strange but what can you do, I restarted the program and continued. Strangely the minute this happened the “winning situation” stoped and after that, not even a pair of 9's for over $50.

    This worried me as such and I contacted online help just to let them know that I was les than happy with this “occurance” as my “winnings” were slowly dissapearing and wondered if there was perhaps some sort of sabatage to slow down my winnings. Of course I was told that No, we pride ourselves on our honesty and this couldn't happen, not with us ect ect. So what can you do I took them at their word and left it at that.

    The next night I get a support letter from someone further up the pole saying it had been pointed out to her that I was dissatisfied with the results of my casino melt down and again it just couldnet happen.

    Ok,, so I log back in and go to the promotions page where there was a calander promotion due for the 17th of April 10% refund on any losses that day so played on and lost $150..going back to collect my “bonus money” I clicked on the tab and received a sign that just said “Oppsss there has been a mistake” Tried it 3 times and got the same result again and again so contacted support...Oh no sir I was typed at, that means you were not on a live promotion and it only workes like that when it is live, which means the date was not the required “live” conditions of date + 2 hours Grenich mean time and some crap like that therefore no 10% rebate, I went back to the opening page to check if I had missed some small print thing and followed all the pages and rules etc. and nowhere did it state all this “live promotion” crap so once again I contacted support and was told the usuall, “oh no sir you must have made a mistake and no way it was us we wouldn't do that, again what can you do so once again left thinking oh well..that's life but I was not happy !

    Heres where it gets nasty, I had a withdrawal in place and was awaiting my $300 winnings I had acrued over the last 3 days and yep you guessed it, I then received an e-mail advising me I was being”looked” into by the security department before they would pay out unless I “urgently forwared a copy of my detail, drivers licence, bank details and a copy of a utility bill for a current bill with my address on it.

    This I did, againwaiting for my withdrawal I received yet another e-mail saying it had been rejected, by security because my utility bill for my mobile phone was “ an internet bill” and not something “posted” to me and my drivers licence with myaddress on it wasn't enough and until I could show a utility bill, posted to me no withdrawal was not coming...More support contact , No way sir there are rules, and we have to insist on it. After advising them that this was after all 2013 and apart from using the internet to gouge money out of poor gambelers, it can also be used to ALL MY BILLS with the internet, fromn my bank they seem to be able to deduct my deposites to them in seconds, but wasn't the case in the “rules” I was basically told “tuff shit” still not good enough for “the security”department and until I was able to send a “posted account proving that I was not the head of the Australian Mafia no withdrawal.

    Basically with money still in my account they now owe me $400 and the chance of getting it was next to zero. I decided to cut my losses and forget the money so as not to have deal with there rubbish any longer, good by$400 good by Platinum Play and thanks for your great assistance..HIT DELETE PROGRAM AND THAT WAS THAT.

    I was thinking what would have happen if I had not contacted support all those times and obviously pissed someone off and further it was “only”$400 I lost by not adhearing to the “Rules” but imagine if I had actually won one of those “bogus” major jackpots there always going on about and they owed me a Million dollars or something, I just couldn't send them my first born child or my severed hand with attached fingerprints to the “security department” WHAT A CON ! :mad:
     
    Last edited by a moderator: Apr 18, 2013
  2. Apr 18, 2013
  3. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Help - my eyes are bleeding! :eek:

    KK
     
    1 person likes this.
  4. Apr 18, 2013
  5. Nottsogreen

    Nottsogreen Meister Minion MM

    Occupation:
    Sales Director
    Location:
    Nottingham, UK
    Ouch

    Did they steal your <Enter> key too ?
     
    1 person likes this.
  6. Apr 18, 2013
  7. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    O.P Please can you repost your complaint with paragraphs. It is unreadable at the moment.
     
  8. Apr 18, 2013
  9. Deanna

    Deanna Senior Member

    Occupation:
    Administrative
    Location:
    Ohio
    First off. Wow. That's terribly hard to read.

    I'm sorry to hear you had an issue cashing out. Don't play until you get verified!! Anywhere! What if that had been a $5k win? Are you going to just give it up? I'm sure there is something they will accept. Sometimes they accept a bank statement instead of a utility bill. I know because I don't have any untility bills in my name. I can only send a bank statement. Keep trying, $400 is too much to lose. On the other note, I really don't believe that a casino can "change" the way you are winning or losing. Even if it is acting funky while you're playing. We as players convince ourselves of conspiracy whenever we start losing :D
     
  10. Apr 18, 2013
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Here - I done it for him...
    (Not correcting the spelling as well though! :p)

    This is an Accredited Casino, so if you are unhappy (seems slightly likely :rolleyes:) you can Pitch-A-Bitch.
    First step though, is contact the casino's rep on the forum, here: http://www.casinomeister.com/forums/members/fortunelounge.html

    Good luck!
    KK
     
    4 people like this.
  12. Apr 18, 2013
  13. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Done :eek2:
     
    3 people like this.
  14. Apr 18, 2013
  15. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    And I've renamed it from "My first Born Child Should Do." to "Platinum Play Complaint" - you'll get better results and responses that way since no one had a clue to what you were referring to. I'll PM the rep and hopefully he'll be able to check up on this. Platinum Play is a member of the Fortune Lounge group and they are a really good casino group - actually one of the best.
     
    2 people like this.
  16. Apr 19, 2013
  17. Stephen Archer

    Stephen Archer Dormant account

    Occupation:
    Retired
    Location:
    Australia
    Sorry for the spelling and grammer.

    Thanks for pointing out the shoddyness of my post I now agree, even I had trouble staying on the right line when I tried to read it myself. This was my first attempt at forems of any kind let alone trying to keep my temper in check telling my sad story. I'll try harder next time:oops:

    Thats the trouble, as I wrote I use the internet for all my business, bills, statements everything. Believe it or not here in Australia we get charged extra for not using the net to pay bills and recieving notifications etc. It's encouraged to save postage and paper by pretty much everyone even the banks, and government statements, eficiency and saving the plannet and all that I gather. Yeh, I realized the varification thing early in my online gambeling and just sent coppies of everything I had sent to many other casinos, who accepted all I sent to Platinum. The real point I was trying to say was don't "P" off the support people I have been payed out by Platinum before, for much larger amounts too, no problem, but after contacting support for my numerous problems, and then the very next day, being advised I was being "looked into" by the security department it still feels like some really bad "coinsodence" rather than my gambelers paranoia :rolleyes: but you could be right about about that. Sorry, also, still haven't downloaded the 64 bit spell check either.
     
  18. Apr 19, 2013
  19. Stephen Archer

    Stephen Archer Dormant account

    Occupation:
    Retired
    Location:
    Australia
    Didn't realize it.

    Sorry mate firstly didn't know it was a 'complaint as such,it was my first post here and did it as an introduction newby post thingy and it was transfered it to complaints section by casinomeister. The post was kinda shoddy too, no paragraphs and all or spelling check either, still havent downloaded the 64 bit version. :oops:
     
  20. Apr 19, 2013
  21. Stephen Archer

    Stephen Archer Dormant account

    Occupation:
    Retired
    Location:
    Australia
    Thanks Mate !

    "Thanks for fixing my post, new here and wasn't aware of the actual procedures etc. this is my first attepmt at forums of any kind, thaught it was kinda like email or something :( and also haven' downloaded the 64 bit spell check as yet either. "
     
  22. Apr 19, 2013
  23. akrus88

    akrus88 Experienced Member

    Occupation:
    Student
    Location:
    Finland
    I had the same "issue" that I got few withdrawals without sending any documents. But on last september I made few withdrawals more and suddenly Im asked for documents (I actually thought I had send them allready.

    The reason for this is, that some casinos dont need docs for "small" withdraws. But when the sum of your withdraws exceeds some amounts (for example 2000€), it is mandatory for the casino to verify your account. It depends on which license casino operates on.

    Most propably it is just a coinsidence that this max withdraw amount without verification exceeded at the same time you complaint to the csr.

    For my experience Fortune lounge group can be little strickt about the documention. That is propably why they dont accept net bills. But Im sure there is a way to go around that rule.
     
  24. Apr 19, 2013
  25. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Don't sweat it. We're generally pretty easy on noobs unless they go right off the deep end.

    Its normal for casinos to request ID from time to time, either when you reach a certain overall threshold or just to keep your account up to date.

    I'm not sure why you're having problems providing a utility bill. I'm also in Australia, and all utilities are required to provide a properly formatted bill either via post or email, and they aren't allowed to charge you for it (unlike mobile phone and internet etc companies). Even when you get bills via email, they send the actual bill (the same as you would receive by post) as an attachment for you to print out, so I'm confused as to why you cannot provide one. Contact your utility and they will email another bill. Easy.

    A driver's licence, Medicare /healthcare/pension card, and a utility bill is more than sufficient, and is actually easier to provide for Aussies than most others.

    It is not as difficult as you make out.

    I'm sure you understand that we must all abide by the same rules, so just provide the utility bill and you'll be paid.

    The bit about logging in again and "suddenly losing" is gamblers fallacy and complete nonsense. I've been disconnected during a losing session, and logged back in and hit a royal flush first hand. Plus, casinos don't need to do it.....and they would need a huge number of staff to monitor every spin of every player in real time so it wouldn't end up profitable anyway.
     
    1 person likes this.
  26. Apr 19, 2013
  27. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    It is becoming more and more common for bills to be online, and for costs to be passed on for those choosing not to do so. My bank just introduced a monthly fee for a paper statement. It's modest, so I've opted to have a paper version, mostly because of my online habit!

    Not just Fortune Lounge, but casinos need to wake up and join the electronic world.

    If you really want to verify a player's physical address, send them a code by snail mail that they have to enter to verify their account. The only casino I myself have seen use this method is Bet365, I couldn't make a second deposit with them until I had received the letter and code.
     
    3 people like this.
  28. Apr 19, 2013
  29. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    Stephen Archer

    Welcome to the forum.

    Please PM me your account number so I can look into the issue.

    Regards

    Wim
     
    1 person likes this.
  30. Apr 19, 2013
  31. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal

    online casinos have already joined the eletronic world, when you make a deposite, ask them if they sent you a receipt in paper? no, they dont..., they send to e-mail, so they joined the eletronic world

    but there is too much online casinos that to send receipts of deposites they send to e-mail, but if you send an "e-invoice" to verify the account they dont accept it, i think that is made to they keep the money more time in their side
     
    1 person likes this.
  32. Apr 19, 2013
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This problem was all triggered by a screw up with the MGS client (all too common) coinciding with the end of a winning session. This coincidence is also common, but the human brain sees this as cause and effect.

    To make matters worse, it seems poor handling of the situation by CS only made the OP more certain that this was a deliberate conspiracy by the casino to rip them off, thus they saw the perfectly normal ID procedure as the third step in the screwing over process.

    It is silly that casinos are not up to date with the modern way of billing customers, after all, the utility companies are only doing what the casinos do.

    Casinos seem to believe that utility companies should be forced to post bills to their customers, and assume that governments compel them to do so, hence every player should be able to follow the procedure. I am sure casino operators would have a fit were their own regulators to bring in a rule that all their players had to have deposit receipts posted out to them instead of being available from the cashier section of the software as they are at present.

    When utilities bill by email, they either send an attachment, or more commonly make the bill available as a PDF when the customer logs in to their account. This PDF should be EXACTLY the same as the bill that would be posted, and this is what needs to be printed off, scanned, and then sent as a JPEG to the casino. There is just no way a casino can tell the difference between this and a bill printed remotely by the company, they will be identical, on the same paper, and with the same ink quality. The PDF version will also contain the fields most important for verification, the front page showing the billing address and date.

    Online statements themselves do not show these important fields, so will get rejected. The shortcut of taking a screenshot of the PDF first page will also likely get rejected because it has never existed as a "real world" document. This is why it has to be printed to paper, scanned, and returned to a digital format.

    Mobile phone bills often get rejected altogether, posted or not, as casinos don't trust the integrity of mobile bills as much as they do utilities fixed to a property like electricity or water.
     
  34. Apr 19, 2013
  35. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    It takes no more than one minute to print out a PDF document, and another minute to scan the first page, then one minute to email it.

    Three minutes and it is a non-issue.

    I'm totally against ridiculous ID requirements by rogues trying to find a way not to pay. However, this is FL we are talking about....hardly rogue....and I sincerely doubt they would go to so much trouble to stop someone taking $400 away from them. In fact, it is silly.

    The casino is just applying the same rules to the OP as everyone else. I can't see how anyone could have an issue with that.

    I would advise the OP to have all his ID stored in a folder ready to send in the future. So many forms of ID exist in Australia its hard to imagine any resident not being able to provide 3 forms. I have 3 forms of Photo ID alone, which negates the need for utility bills etc anyway.
     
  36. Apr 19, 2013
  37. Stephen Archer

    Stephen Archer Dormant account

    Occupation:
    Retired
    Location:
    Australia
    Thanks Mate

    " Thanks mate, yeh, that's what I thought too, basically it was for $300 and not knowing what was about to happen, I still intended to come back and keep playing so I left $100 in my account "

     
  38. Apr 19, 2013
  39. Stephen Archer

    Stephen Archer Dormant account

    Occupation:
    Retired
    Location:
    Australia
    Thanks mate !

    Thanks for pointing out all this to me Nifty, the PDF idea, I never thought of that but as I sent a perfect jpeg of my actual photo drivers licience, front and back and a copy of my bank card as well I thought all was going to be cool. I too had a folder with my I'd's in it, Optus bills, drivers licience and front and back of my visa card as these had been accepted by at least 5 other casinos before,and thought I was sweet!"

     
    1 person likes this.

Share This Page