PLATINUM PLAY - Resolved

[MSWILS411]

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.

 

[fortunelounge]

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 [email protected] 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

 

[MSWILS411]

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

 

[MSWILS411]

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.

 

[MSWILS411]

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.

 

[MSWILS411]

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.

 

[paul02085]

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

 

[MSWILS411]

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.

 

[aodat2]

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.

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.

 

[tronk]

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.

 

[GemG7]

I also mentioned i visited casinomeisters website.

The above statement annoys me. This site isn't here for people to use it against the casinos.

 

[fortunelounge]

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

 

[fortunelounge]

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

 

[tronk]

The above statement annoys me. This site isn't here for people to use it against the casinos.

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.

 

[fortunelounge]

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

 

[tronk]

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.

 

[MSWILS411]

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.

 

[vinylweatherman]

$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

 

[ballysdb]

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!

 

[kenneth2816]

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.

 

[Let_It_Ride]

not so welcome at PP

good to find this post, saves me starting a new one, here's my story as a new player at PP

13H08 I download the casino software
13H24 I get a Welcome email from the casino
14H54 I deposit 20 euros to get my 200 free play bonus

start playing slots

15H08 find account is LOCKED and have following email

Hi xxx

We regret to inform you that your Casino account at Platinum Play has been locked due to suspicious activities taking place on your account. You may receive an email requesting you to return verification documents, which we require to re-open your casino account. However, if you do not receive such a request, we will not be reconsidering the status of the account and it will remain locked as this decision was made after a thorough investigation on this account.

As stated in our Terms and Conditions any attempted cash-ins on this account will not be processed and balances from winnings will be removed.

Regards ,
Fortune Lounge Player Security

LOL in less than two hours they've carried out a thorough investigation
and found suspicious activities taking place on your account now the only activity on the account had been me playing slots and god forbid I made a deposit, yes you read the right a deposit not even a cashout.

So make a call to CS who tell me we can't tell you what suspicious activity, now forgive me here but it's my account and if there is indeed suspicious activity how about telling me about it, after all it also concerns me and my money.

CS reply rules are rules! and we'll have to request security documents from you, which they did and which I've emailed to them twice. I also asked for my original deposit of 20 euros to be returned (last I remember balance was 174 euros) and they can close my account, as I've lost a afternoon playin email ping pong with these guys.

20H09 account still locked.

 

[MrVan]

I download the casino software
I get a Welcome email from the casino
I deposit 20 euros to get my 200 free play bonus

start playing slots

Just for the record,
I did the exact same thing (with dollars) and I was able to withdraw $1000, so far.

Old Attachment (Invalid)

 

[MSWILS411]

MY APOLOGIES TO THE FORUM.

First I would like to say I am truly sorry to the entire forum, I posted here for help and then kind of dissapeared for a while. I do want to say this was not on purpose. As I say in my original post I have been dealing with some moving problems, I do not want the forum to think I just came here got help and then thats it. I personally after first joining the foum think it's a awsome place to be a member of. I honestly do not think my issue would have got settled when it did. If I would not have came here. I base that on the fact it was not until I finally did post here that I got any response from the casino other than what I stated in my original post. So again my apologies.
Update.. I finally recieved my check. So I can honestly say i didnt get stiffed, I would like to especially thank fortunelounge Rep. He immediatley took action on this and that I appreciate. And casinomiester thank you , I emailed you concerned about how the check looked.I had never seen one like that and not only did you respond but you responed within a couple hours if that ( I think it was less than a hour and a half) You told me it was good. So I thank you for the time you took out to help me with that. Thanks everyone
Aj

 

[Pinababy69]

Maybe it's in the thread, but did you get your apartment okay? And thanks for coming back to say thanks, so many don't bother.

 

[MSWILS411]

No I didnt get that apartment but I'm still looking. Ca is so exspenive (no disrespect to others in CA) thats just my opinion, We are supposed to be the richest state but we are number ! rated for the most homeles. I from Ms. originally , maybe it's just me missing the good old south, But i will find something. I'm doing a short term summer rental. right nowso its cozy. Thanks for asking. I just take it as a sign something betters gonna come along and then I'll be saying yes I'm glad I did not get that apartment. LOL!!

Thanks Again

 

[Pinababy69]

Yep, things always work out in the end. I went through the same thing when I was looking to move last year. I lost the original place I had wanted, but three days later ended up finding an even better place. Best of luck to you!!

 

[bb1webs]

Hi all,

just wanted to say that I too: didn't find T's post offensive.

In fact it seemed very diplomatic to me.

I commend FL's handling of the apartment situation (for lack of better way to say) even though there were glitches which I feel were very real, ... not imagined.

However if its true that the check didn't arrive at the time that had been promised, and that the $500 was lost due to that: then I don't think it unreasonable to expect FL to pick up that tab as well.

Lastly I think that CS at all MGS casinos needs to be trained in how to respond to issues they can't really speak of: and for that matter all reps of the casinos. Too often I am intervened with a problem which according to my contact has been resolved, or at least being looked into; and the casino rep said the player was also comped ... say $50 ... for the player to gamble on while the investigation continues to a close.

Problem with that is: is the comp is never in the account when the player logs in. Those new to online gambling or perhaps that respective casino simply don't know to wait because the money will likely get there, but only after it's been okayed by some bean-counter somewhere.

In the meantime it makes me, the casino and online gambling in general look like a bunch of liars/cheats because this now becomes the second problem that player encounters before the first has even been fixed.

Further towards this subject is that bean-counters love to find ways not to spend money out of the debit column. So now you got CS saying that yes you should receive payment in 5 days when in fact what should have been said is we've put in a request for you to be paid with the bean-counter and if they can't find a reason to delay, stray or out right slay your request, then the payment will be sent.

And that's not a dig on the casinos at all. Its a dig on the whole approach because what needs to be instilled in the bean-counter's head is that in this business: reputation = confidence = getting paid in a timely manner. And reputation is EVERYTHING! So the bean-counter needs to change their approach to being a bean-counter, because this ain't Wal-Mart we're talking about.

I just wrote to a contact a couple days ago

Cashing in should always be the easy part. Casinos should (and do here in the states) run to pay you the minute you say I want to quit. This instills the confidence in the other people to continue gambling without concern. It seems that OG just doesn' get it.