Platinum Play complaint

[Stephen Archer]

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 !

 

[KasinoKing]

Help - my eyes are bleeding!

KK

 

[Nottsogreen]

Ouch

Did they steal your <Enter> key too ?

 

[Borgie]

O.P Please can you repost your complaint with paragraphs. It is unreadable at the moment.

 

[Deanna]

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 !

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

 

[KasinoKing]

Here - I done it for him...
(Not correcting the spelling as well though! )

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, again waiting 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 !

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

Good luck!
KK

 

[Simmo!]

O.P Please can you repost your complaint with paragraphs. It is unreadable at the moment.

Done

 

[The Dude]

Done

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.

 

[Stephen Archer]

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

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

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 but you could be right about about that. Sorry, also, still haven't downloaded the 64 bit spell check either.

 

[Stephen Archer]

Didn't realize it.

Done

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.

 

[Stephen Archer]

Thanks Mate !

Here - I done it for him...
(Not correcting the spelling as well though! )



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

Good luck!
KK

"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. "

 

[akrus88]

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


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 but you could be right about about that. Sorry, also, still haven't downloaded the 64 bit spell check either.

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.

 

[Nifty29]

"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. "

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.

 

[Jasminebed]

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.

 

[fortunelounge]

Stephen Archer

Welcome to the forum.

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

Regards

Wim

 

[bsilva028]

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.

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

 

[vinylweatherman]

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.

 

[Nifty29]

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.

 

[Stephen Archer]

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 "

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.

 

[Stephen Archer]

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!"

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.

 

[Stephen Archer]

Always trust your weatherman !

" Thanks mate to you also, as with all the others that replyed to me. By the way I'm still not sure wether I'm doing this reply thing correctly either, but I have taken all the advice happily even a spell check, ( which I'm not sure it is working though ? ) but surely it's 2013 and it's taken me years of self taught internet usage, just to get this far ( I'm 60 on Sunday ) and as soon as I kinda get the hang of it I'm suposed to go back to snail mail paper bills to prove who I am, kinda weird I recon again Thanks to everyone.

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.

 

[Nifty29]

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!"

No worries.

Different casinos have different rules, but in general, 3 forms of ID with at least one being photo ID will do the job. It doesn't hurt to ask before you play either.

Happy Birthday!

Good luck

 

[Stephen Archer]

Now I'm totally Lost ?

No worries.

Different casinos have different rules, but in general, 3 forms of ID with at least one being photo ID will do the job. It doesn't hurt to ask before you play either.

Happy Birthday!

Good luck

"Now I'm totally lost guys, today I recieved yet another e-mail from my "friends" @ Platinum Play advising me that my withdrawal has been finalized Finalized as in they couldn't promise that the money would be payed into my prefered method of transfer as it ment that they were in the hands of a third party, but hey I can wait for my visa to send it back to me BUT UM NO !. Thinking as it was the eve of my birthday some one had taken pity on me, hoorahhhh.

So I thought, there's not much happening on the birthday eve front and it appeares that we both "love eachother" again so I might even go back and deposite a small sum and have some fun. Heehheeh. Or so I thought, they have only gone and put it all back in my account balance

Now what, do they think I'm gona just keep playing away untill it's all gone and that fixes my problem and who's this "third party" they have to deal with that's beyond their controll if it's not my visa bank their talking about ? I thought THEY were in controll, this is really getting plain silly Now what do I do, just start all over again. It's doing my head in. I'm to old for all this carzyness"

 

[bigjohn]

Back to the Rep.

I would PM the Rep here and ask him to spell it out very simply, "What do I have to do to get my withdrawal?" Tell him you want an A - B - C kind of list to follow.

As a member of this forum you have a very powerful contact point in the Reps here. They are all here to help.

It may take a little more time but I think it is worth it to see this withdrawal all the way through to it's conclusion. This way you will have 'gotten the hang of it' and will have less problems on future withdrawals.

In the meantime, if you feel like playing, there is a whole list of accredited casinos here for you to choose from and after you deposit they will all 'love' you!

 

[Stephen Archer]

Thanks John !

QUOTE=bigjohn;553192]I would PM the Rep here and ask him to spell it out very simply, "What do I have to do to get my withdrawal?" Tell him you want an A - B - C kind of list to follow.

As a member of this forum you have a very powerful contact point in the Reps here. They are all here to help.

It may take a little more time but I think it is worth it to see this withdrawal all the way through to it's conclusion. This way you will have 'gotten the hang of it' and will have less problems on future withdrawals.

In the meantime, if you feel like playing, there is a whole list of accredited casinos here for you to choose from and after you deposit they will all 'love' you![/QUOTE]

" Thanks Bigfeller, I will take your advice this thing is starting to become really frustrating, I have been using and enjoying PP for years now, but all of a sudden it's just gone off the rails.thanks again.."

 

[Stephen Archer]

Looked everywhere !

QUOTE=bigjohn;553192]I would PM the Rep here and ask him to spell it out very simply, "What do I have to do to get my withdrawal?" Tell him you want an A - B - C kind of list to follow.

As a member of this forum you have a very powerful contact point in the Reps here. They are all here to help.

It may take a little more time but I think it is worth it to see this withdrawal all the way through to it's conclusion. This way you will have 'gotten the hang of it' and will have less problems on future withdrawals.

In the meantime, if you feel like playing, there is a whole list of accredited casinos here for you to choose from and after you deposit they will all 'love' you!

" Thanks Bigfeller, I will take your advice this thing is starting to become really frustrating, I have been using and enjoying PP for years now, but all of a sudden it's just gone off the rails.thanks again.."[/QUOTE]

"John, I've looked at prety much all the tags here and can't find any "reps list " or anything, how do I go about finding who and how to do your surgestion ? Sorry still a little "kinda newbe thing. "

 

[chayton]

" Thanks Bigfeller, I will take your advice this thing is starting to become really frustrating, I have been using and enjoying PP for years now, but all of a sudden it's just gone off the rails.thanks again.."

"John, I've looked at prety much all the tags here and can't find any "reps list " or anything, how do I go about finding who and how to do your surgestion ? Sorry still a little "kinda newbe thing. "

The Fortune Lounge rep replied on the second page of this thread, asking you to PM with your account #
https://www.casinomeister.com/forums/threads/platinum-play-complaint.56573/

Click on their name and a window will pop up, click 'private message'

Wim will sort it for you.

 

[Stephen Archer]

Stephen Archer

Welcome to the forum.

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

Regards

Wim

" Thanks Wim, I finally sorted it out . Also being a newby to the forum I didn't "for some reason" see your post requesting me to PM you, wasn't being rude, just didn't see it Finally, I realised that actual "real talking" would be a good idea so I called the toll free number and it was all explained there and then and all is fine now. Thank you and also than ks to everyone who responded to my posts"

 

[fortunelounge]

Hi Stephen

I am glad you managed to sort out the issue. I believe it related to an outdated utility bill.

Please remember that I monitor the forum on a regular basis and that you are most welcome to contact me if you experience any issues.

I have put a bonus in your account to apologise for the inconvenience.

Regards

Wim

 

[Jasminebed]

Wim, I happy to see you helped this customer out. I'm an (infrequent) member of Fortune Lounge, never needed your help myself, but I would have never become a customer at all had you not been helping folks all along.

I do love a happy ending.

Its relatively infrequently that issues arise, but a rep that's been around and responsive matters a lot in my books.

Never hurts to be told you are doing a good job as you are.

Thanks Wim

 

[Stephen Archer]

P.P Actually Does Care About their reputation !

Hi Stephen

I am glad you managed to sort out the issue. I believe it related to an outdated utility bill.

Please remember that I monitor the forum on a regular basis and that you are most welcome to contact me if you experience any issues.

I have put a bonus in your account to apologise for the inconvenience.

Regards

Wim

" Thanks again Wim, just for the notice of new players,the problem wasn't that it was an out of date utility bill for proof, the opposite in fact, it was that it was an internet bill right up to date but as I pay and receive all my bills these days and notification etc. on line it was explained to me by further support reps and so on it was the fact that for example:
If some one had stolen my wallet say, they would have "my bank card and drivers licence and could basically have stolen my winnings as well. But the letter from the government to me was proof that wouldn't normally have been in my wallet therefore proving beyond doubt, that I was who I said I was, the rules protect me as much as the Casino, that also counted heaps for my appreciation that P.P WAS REALLY TRUSTWORTHY, as opposed to the other clubs which accepted what I had sent and as was explained to me could well have payed out My winnings to the person that could have stolen my wallet, "luckily I didn't win with the others anything substantial" so it didn't arise.

The irony is that now I wouldn't play with any one else other than P.P because of those same rules I was bitching about. Also congrats the this site Casinomeister as well, these days with dodgy happenings on line it's comforting to see something dedicated to keeping the net a safer place that it is. " What do they, say alls well that ends well

 

[vinylweatherman]

" Thanks again Wim, just for the notice of new players,the problem wasn't that it was an out of date utility bill for proof, the opposite in fact, it was that it was an internet bill right up to date but as I pay and receive all my bills these days and notification etc. on line it was explained to me by further support reps and so on it was the fact that for example:
If some one had stolen my wallet say, they would have "my bank card and drivers licence and could basically have stolen my winnings as well. But the letter from the government to me was proof that wouldn't normally have been in my wallet therefore proving beyond doubt, that I was who I said I was, the rules protect me as much as the Casino, that also counted heaps for my appreciation that P.P WAS REALLY TRUSTWORTHY, as opposed to the other clubs which accepted what I had sent and as was explained to me could well have payed out My winnings to the person that could have stolen my wallet, "luckily I didn't win with the others anything substantial" so it didn't arise.

The irony is that now I wouldn't play with any one else other than P.P because of those same rules I was bitching about. Also congrats the this site Casinomeister as well, these days with dodgy happenings on line it's comforting to see something dedicated to keeping the net a safer place that it is. " What do they, say alls well that ends well

It doesn't make it any safer. Post can be stolen on the way to an address, and is a major target of fraudsters because stealing post is a good start to stealing ID, and a good finish too if other information has already been stolen.

A letter from the government is all very well, but the government doesn't generally send out letters on a 3 monthly billing cycle like utilities. Here in the UK, it is an annual cycle, with a large number of "government letters" arriving between March and May/June due to the tax year cycle. Between July and February, there is a drought of government letters for most people.

Getting an internet bill means hacking a customer's account, but once done, this also gives access to a postal bill through PDF, which as I said earlier can simply be printed off. Other than requesting a copy of back & front of the envelope it came in, there is no reliable way to tell the difference.

REAL protection would be the CASINO sending a unique letter to each of it's players, which players then have to prove they got in a similar manner to utility bills. A fresh letter should be sent on a 3 month cycle so that the address is kept verified, and also to provide early warning signs if the letter has been intercepted and stolen. One could not fake such a letter as one might a utility bill, as each would be unique, and only the casino would know which was the genuine letter when it was verified.

 

[Nifty29]

It doesn't make it any safer. Post can be stolen on the way to an address, and is a major target of fraudsters because stealing post is a good start to stealing ID, and a good finish too if other information has already been stolen.

A letter from the government is all very well, but the government doesn't generally send out letters on a 3 monthly billing cycle like utilities. Here in the UK, it is an annual cycle, with a large number of "government letters" arriving between March and May/June due to the tax year cycle. Between July and February, there is a drought of government letters for most people.

Getting an internet bill means hacking a customer's account, but once done, this also gives access to a postal bill through PDF, which as I said earlier can simply be printed off. Other than requesting a copy of back & front of the envelope it came in, there is no reliable way to tell the difference.

REAL protection would be the CASINO sending a unique letter to each of it's players, which players then have to prove they got in a similar manner to utility bills. A fresh letter should be sent on a 3 month cycle so that the address is kept verified, and also to provide early warning signs if the letter has been intercepted and stolen. One could not fake such a letter as one might a utility bill, as each would be unique, and only the casino would know which was the genuine letter when it was verified.

I remember Cryptologic used to have a PIN system via snail mail.

Only problem was that it was sent upon first deposit (IIRC) and it took 2-3 weeks to reach Australia in most cases, so you had to wait all that time to be able to withdraw.

It was a good idea though, but would need to be a much more efficient process. Perhaps SMS?

 

[fortunelounge]

Great idea VWM.

We are in the process of revising our verification processes and this idea will come in handy.

Regards

Wim

 

[vinylweatherman]

I remember Cryptologic used to have a PIN system via snail mail.

Only problem was that it was sent upon first deposit (IIRC) and it took 2-3 weeks to reach Australia in most cases, so you had to wait all that time to be able to withdraw.

It was a good idea though, but would need to be a much more efficient process. Perhaps SMS?

I remember the PIN system. Lasseters casino also had something similar. The first ever withdrawal was sent by cheque, and the covering letter had a PIN code that needed to be entered in order to unlock the other withdrawal options.

The three week delay is mostly down to the efficiency of the casino. This is not the 1960's, so post should not routinely take weeks to get to distant parts of the world.

SMS can also be a problem as phones are a major target for thieves, who would then have access to everything on that phone until it got locked.

One argument being used to phase out posted utility bills is that internet billing is "more secure" as there is no post to intercept. This has to assume that the customer has taken the proper precautions with their log in details, so this is a pretty weak argument. The other main argument being used is "saving trees" and thus the environment. This has also been shot down because the bill is often a small fraction of what comes through the post. The avalanche of marketing literature consumes many more trees than receiving the bill by post ever could. The marketing literature that gets included with the bill STILL gets sent out in any case, so there isn't even a saving on postage.

The main reason for internet billing is to provide an excuse to charge customers extra for having a paper bill sent to them. This charge has grown far faster than inflation, and can top £2 per bill now, having started life as a "nominal fee" of a few pence. Further, they can blame "government environmental policy" for this £2 "tax", rather than their own greed.

The result is that many players no longer receive much, if anything, in the way of paper bills through the post. If anything, online gamblers are far more likely than the average citizen to entrust these affairs to the internet, as they are already entrusting large sums of money to online casino companies based throughout the world, and using lightly regulated wallets to manage these funds between playing sessions.

 

[Stephen Archer]

Pin number has my Vote.

I think there should perhaps be some combination of pin number and or personal question idea like a number of questions only the real casino member would be aware of, hey not an expert. I'm just happy it all seems sorted and my bank nalance should grow soon.