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PLATINUM PLAY - Resolved

Discussion in 'Casino Complaints - Non-Bonus Issues' started by MSWILS411, May 17, 2006.

    May 17, 2006
  1. MSWILS411

    MSWILS411 Dormant account

    Occupation:
    CUSTOMER SERVICE
    Location:
    CA
    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.
     
    1 person likes this.
  2. May 17, 2006
  3. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    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 This email is not visible to you. 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
     
    1 person likes this.
  4. May 17, 2006
  5. MSWILS411

    MSWILS411 Dormant account

    Occupation:
    CUSTOMER SERVICE
    Location:
    CA
    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:) :)
     
  6. May 17, 2006
  7. MSWILS411

    MSWILS411 Dormant account

    Occupation:
    CUSTOMER SERVICE
    Location:
    CA
    this is funny

    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.
    :mad:
     
  8. May 17, 2006
  9. MSWILS411

    MSWILS411 Dormant account

    Occupation:
    CUSTOMER SERVICE
    Location:
    CA
    TOLD YET AGAIN 24 HOURS

    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.:(
     
  10. May 17, 2006
  11. MSWILS411

    MSWILS411 Dormant account

    Occupation:
    CUSTOMER SERVICE
    Location:
    CA
    I offered to pay fees.

    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.
     
  12. May 17, 2006
  13. paul02085

    paul02085 Senior Member

    Occupation:
    Fishing :)
    Location:
    USA
    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:)
     
  14. May 17, 2006
  15. MSWILS411

    MSWILS411 Dormant account

    Occupation:
    CUSTOMER SERVICE
    Location:
    CA
    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.
     
  16. May 18, 2006
  17. aodat2

    aodat2 Senior Member PABnononaccred PABnoaccred2 PABaccred2

    Occupation:
    I have a job
    Location:
    Malaysia
    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.
     
  18. May 18, 2006
  19. tronk

    tronk Dormant account

    Occupation:
    travel
    Location:
    dunedin
    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.
     
  20. May 18, 2006
  21. GemG7

    GemG7 Dormant account

    Occupation:
    .
    Location:
    US
    The above statement annoys me. This site isn't here for people to use it against the casinos.
     
  22. May 18, 2006
  23. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    MSWILS411: Please contact us urgently. I have requested Rudolf to deal with this as I will be unavailable for the rest of the day.

    He tried several times to get hold of you on the telephone number you listed with us but to no avail. He then sent you a mail requesting you to contact him urgently. If he is not available, please ask to speak to the Floor Manager on duty.

    The answers you were given were from information we received from our processors and those were correct at the time. We have not been trying to give you the "run around" as we are completely reliable on the information provided by our processors and how they deal with the situation.

    We accept that we should take responsibility for the matter as your dealings are with us and not with our processors but we are completely dependant on how they deal with it. Please be assured that we are severely pressurizing them to resolve these issues.

    VP Operations
    Fortune Lounge
     
  24. May 18, 2006
  25. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    MSWILS411: Also please ensure we have your correct address as I have just noticed in your first post that you have moved.

    We currently have two sets of addresses for you. One set relates to the accounts you registered as Amanda L and the other relates to accounts you opened and played on in 2004 under Amanda W.

    VP Operations
    Fortune Lounge
     
  26. May 18, 2006
  27. tronk

    tronk Dormant account

    Occupation:
    travel
    Location:
    dunedin


    I wasn't using casinomeisters name as arsnal against the casino. And i certainly wouldnt be blackmailing the casino for £20. And no i didnt say i was going to start a hate campaign on casinomeisters website because they they went back on their word. I do think sadly that casinoworld would not be as nearly a fair place without casinomeister at the helm. But i have had a some good experieces with casinos. Platinum play and fortune lounge i gather are trusted casinos and long may it continue for them.

    Yes, i mentioned casinomeister to PP, as is my right, but in no way a blackmailing, threatning, or otherwise malicious tone. I was simply letting the casino know that i would be mentioning it as a negative experience. I THINK THEY DESERVED TO HEAR. I dont know if you read my whole post or not, but the problem was more the way i was treated. I would have preferred to have left it after telling the casino pretty bluntly how i felt, though they were quick to respond to this. ( and NO i had not mentioned casinomeister at this time)

    I personally dont have a problem with telling a casino straight how i feel. Unfortunately i got the impression that platinum play didnt really care about my situation. They were fast with replies but each time i would be replying to emails written by other support members that didnt understand what the last support assistant had said. It was a bit of a joke in my opinion. If a casino asks "how can we turn this into a positive experience?" agreeing that i was give wrong information and sympathizing but subsequently ignores my replies and later tries to tell me that i understood the correct terms from the start then WTF? Understanding does not neccessarily come from being given a copy of the rules. Support is there to help the unsure. I didnt understand the rules, unfortunately the casiono support assistant didnt either. Thats not a problem in itself, as mistakes clearly happen, the problem is holding me responsible for their mistake.

    As i said platinum play were quick to respond and always available, aswell as offering a good selection of games. But their support IMHO needs to be far more cohesive. The compensation i was given was more than satisfactory and i told them so, but insisted that they had wasted my time by not cutting to the chase sooner.

    The main reason i added to this thread was because i saw someone else was having a difficult time finding there way through the maze thats called support. Hopefully platinum play will take on board whats been said here and improve. I dont think they were being delibrately this unhelpful.
     
    Last edited: May 18, 2006
  28. May 18, 2006
  29. fortunelounge

    fortunelounge I-Gaming Industry Representative

    Occupation:
    Operations Manager
    Location:
    South Africa
    tronk: This case has nothing to do with "cohesion".

    Staff were supplying the answers they were receiving from our processors. First we were told that the transaction was processed and later we had to learn that there was a delay. We can only convey what we know.

    You mention that you received "more than adequate compensation" which means that we realized that you had a bad experience and tried to turn it ito a more positive one. Even that obviously did not help. What to do ? What to do ?

    VP Operations
    Fortune lounge
     
  30. May 18, 2006
  31. tronk

    tronk Dormant account

    Occupation:
    travel
    Location:
    dunedin
    hi fortune lounge,

    im not going to spend time creating another post but i think either i explained the situation badly -most likely-, or you misunderstood.

    IMHO i found your support lacking cohesion. By this i mean it seemed that support was lacking coordination. I recieved an email telling me i had no wagering requirements left, i recieved 2 other emails giving me the rules and another email not even addressed to me.

    Unfortunately when this matter was brought to your attention all you did was offer me a fresh copy of the rules. I recieved another email after basically blowing off steam to you as i had felt pushed around. This email asked what could be done to make things better. The support assistant said they would leave the matter until i replied. Well after replying i recieved a couple of the irrelevent emails that seemed to ignore my response. The second last email basically said that it was my fault as i was aware of the rules from a chat session before this all began. and THEN a reply from the manager.

    I really wish i hadnt contributed to this thread but was trying to add my genuine experience of your casino. First i seem to be in the wrong for mentining casinomeister, and now i'm being made to look like a complaining fool.

    My experience is a small one and i dont think it really desrerves any more time here. If you want to come back, FortuneLounge and disagree with my use of adjectives or otherwise im really not interested. (although its obviously good to see that the casinos have reps here that are willing to respond) As i say this was a small experience so probably not representive of the whole. I will happily remove these posts if you would like as it seems people dont appreciate my thought on this subject, and i seem to be digging a hole for myself out of thin air.
    Yes FortuneLounge you did well and compensated me, thankyou. That wasnt really the issue i was getting at but never mind.
     
  32. May 18, 2006
  33. MSWILS411

    MSWILS411 Dormant account

    Occupation:
    CUSTOMER SERVICE
    Location:
    CA
    My address

    You can use the current address you have. I was told the check had been mailed already, But yet I recieve a email asking if I would like my winnings placed in netteller. I am satisfied if the check has been mailed. But I would still would like the tracking number. And I have come to the conclusion that I will not stop playing at the casino. I will use better judgement on spending money before its in my hand. Thank you for the attention given on this matter. Also I was asked why I chose check by courier. Because at the time. I did not have any other options. To set up a neteller or other account would take longer than the 3 to 4 days I was told it would take by courier.
     
  34. May 18, 2006
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    $500

    If this does result in losing this $500, perhaps Fortune Lounge could offer to reimburse this (without strings), once proof of the loss is given. Alternatively, they could offer reimbursement of extra costs involved in borrowing the balance ahead of receiving the cash-out.
    This "bad check" business seems to have affected a number of casinos, and a full explanation as to what went wrong are needed from the bank(s) involved. My current belief is this was a deliberate attempt to sabotage the integrity of offshore casinos by the "bully boy" US of A bureaucrats. I base this on the fact this was done in a way to cause such chaos (processors informed on a Sunday, and act retrospective on checks already mailed to players beforehand). There are a couple of states where players have said that Neteller cannot accept them, and they have to have checks.
    Nothing to stop the player flying abroad and picking up the money themselves and depositing it or spending it there, or bring it back in a form that will not look odd to customs.
    The top prize in the Fortune Lounge tournaments actually requires the winner to fly out and collect in person, such as in the last cruise ship promotion for 100 winners to compete on a cruise liner for a big prize. I am not speaking from personal experience of this though:mad:
     
  36. May 20, 2006
  37. ballysdb

    ballysdb Dormant account

    Occupation:
    automotive biller
    Location:
    Long Island NY
    Hi Tronk, I havent been a member here for very long but I am pretty sure no one would want you to feel inhibited about posting . I didnt find anything offensive in your posts. I like to hear others expieriences. For the record I havent had any problems with PP. Actually one time I had about 4850 loyalty points and I asked them if they would bump it up to 5000 so I could cash the points in and play with $5. They refused. It bothered me because at the time I was only playing at their casino. Have a good day everyone!:)
     
    1 person likes this.
  38. May 21, 2006
  39. kenneth2816

    kenneth2816 Dormant account

    Occupation:
    Transportation Management
    Location:
    North Carolina
    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.
    --------------------------------------------------------------------------

    We currently have two sets of addresses for you. One set relates to the accounts you registered as Amanda L and the other relates to accounts you opened and played on in 2004 under Amanda W.

    VP Operations
    Fortune Lounge
    --------------------------------------------------------------------------

    Here's your sign: The above is more or less "a legal out" for many not- so -honorable casino concerns. We have all seen the multiple accounts issue used (or misued) all too often to stiff a well intentioned player.

    From where I sit, Platinum Play (and Fortune Lounge) have endeavored to correct a techincal glitch and pay this player forthwith, despite the implication of more than one account, and despite the statement that the player "has never played online before". Perhaps these accounts were not ALL opened at PP, in which case, no harm no foul. I know Fortune Lounge does not invoke the mutliple account abuse among its various casinos.

    I tend to agree with ViynlWeatherman that, upon absolute prof of loss, PP might look at reimbursing this player as a gesture of goodwill.

    But I also agree with the post which chastises the player for spending money she does not yet have, and for assuming to make the casino "responsible for people's lives." Gambling is well....gambling. If you cannot afford to lose, don't play. If you look to a recreational pastime to pay your and your family's bills, you might want to rethink your position.
     

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