Platinum Play

tinybettor

Dormant Account
Joined
Sep 23, 2012
Location
Australia
Hello Everyone,

I would just like to share a negative experience with Platinum Play that has left me feeling very frustrated, angry and disappointed to say the least.
I played at Platinum Play a couple of weeks ago and managed to make a withdrawal. As soon as I did this, I sent in all the usual documents for verification; photographs of front and back of drivers licence and all depositing cards as well as my bank statement to verify my address. I received and email shortly afterwards containing a response that the documents were received, approved and on file.
The date of the withdrawal was 24th May. This was a Friday so I was aware that there was a 24hr pending period and no weekend processing and hence the withdrawal would be processed on Monday or Tuesday due to the additional 24hrs for standard security checks.

On the 27th Monday I receive an email saying that the withdrawal is being finalised. Ok sounds good. The next day I get another email stating that they received my documents but there was an error with the details I provided for the bank transfer. I was absolutely sure I was correct when entering the information first time but nevertheless complied and provided the details again. Two days later on the 29th, get an email saying they have finalised my withdrawal again. I was assuming everything was all fine and I would be receiving my winnings shortly.

Today I contact them again enquiring on my withdrawal and the agent states that the withdrawal has not been initiated yet. At that point I was thinking WTF! All this time I believed that my withdrawal was on it way after a week and a half and now I'm just receiving information that it was never even processed. I queried the agent and they stated that they were awaiting documents from me which I replied that I already sent all that was necessary. They then replied that that they still required a utility bill that has been posted to me or bank generated. Playing with a few other casinos I was aware that some did not accept online statements. Fair enough.

My main gripe though is the absolute lack of communication from the casino in regards to the utility bill that I previously sent being invalid. There was no response or follow-up saying that they required a posted statement. All I had were constant emails entailing they received my documents and the withdrawal was being finalised. I assumed this meant that there were no problems with the documents I sent and everything was in order.

If I didn't follow up with casino, I sure that they would never tried to contact me to request the required document. Instead I was left in the dark, assuming the withdrawal was on its way. I will obviously comply with the casinos request, it just a disappointment that they did not contact me earlier as now it would probably be another two weeks until the funds are actually sitting in my bank account.

Well rant out.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Hello Everyone,

I would just like to share a negative experience with Platinum Play that has left me feeling very frustrated, angry and disappointed to say the least.
I played at Platinum Play a couple of weeks ago and managed to make a withdrawal. As soon as I did this, I sent in all the usual documents for verification; photographs of front and back of drivers licence and all depositing cards as well as my bank statement to verify my address. I received and email shortly afterwards containing a response that the documents were received, approved and on file.
The date of the withdrawal was 24th May. This was a Friday so I was aware that there was a 24hr pending period and no weekend processing and hence the withdrawal would be processed on Monday or Tuesday due to the additional 24hrs for standard security checks.

On the 27th Monday I receive an email saying that the withdrawal is being finalised. Ok sounds good. The next day I get another email stating that they received my documents but there was an error with the details I provided for the bank transfer. I was absolutely sure I was correct when entering the information first time but nevertheless complied and provided the details again. Two days later on the 29th, get an email saying they have finalised my withdrawal again. I was assuming everything was all fine and I would be receiving my winnings shortly.

Today I contact them again enquiring on my withdrawal and the agent states that the withdrawal has not been initiated yet. At that point I was thinking WTF! All this time I believed that my withdrawal was on it way after a week and a half and now I'm just receiving information that it was never even processed. I queried the agent and they stated that they were awaiting documents from me which I replied that I already sent all that was necessary. They then replied that that they still required a utility bill that has been posted to me or bank generated. Playing with a few other casinos I was aware that some did not accept online statements. Fair enough.

My main gripe though is the absolute lack of communication from the casino in regards to the utility bill that I previously sent being invalid. There was no response or follow-up saying that they required a posted statement. All I had were constant emails entailing they received my documents and the withdrawal was being finalised. I assumed this meant that there were no problems with the documents I sent and everything was in order.

If I didn't follow up with casino, I sure that they would never tried to contact me to request the required document. Instead I was left in the dark, assuming the withdrawal was on its way. I will obviously comply with the casinos request, it just a disappointment that they did not contact me earlier as now it would probably be another two weeks until the funds are actually sitting in my bank account.

Well rant out.

A legitimate prima facie (VWM :D ) case.

Did you contact the rep Wim? Its proper procedure when posting a complaint.

Also, why are you using bankwire for cashouts? There are so many options available for Oz players that are so much quicker and often cheaper.

Its a shame because they're a solid outfit....one of the best actually, until they stopped flushing and weekend payouts. If a casino takes bets all weekend, they should payout on weekends too...business days for online casinos are Mon-Sun not Mon-Fri.
 

tinybettor

Dormant Account
Joined
Sep 23, 2012
Location
Australia
Well I have now already sent the document required in which they replied that they have now received the documents and that it will 3-6hrs for the document to reviewed and accepted. One whole day later just receive an email stating that that the documents have been received again and that it will take 24-48hrs to obtain feedback.

IMO this a bit ridiculous the whole length of this saga. Initial withdrawal requested on the 24th May. Its now the 6th of June and its getting close to the weekend which in effect will prolong the withdrawal even longer. I honestly say I will not be back and will stick to 32red where communication is superb, the verification hassle-free and quick, not to mention the other plethora of benefits that the casino provides.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Your posting

Well I have now already sent the document required in which they replied that they have now received the documents and that it will 3-6hrs for the document to reviewed and accepted. One whole day later just receive an email stating that that the documents have been received again and that it will take 24-48hrs to obtain feedback.

IMO this a bit ridiculous the whole length of this saga. Initial withdrawal requested on the 24th May. Its now the 6th of June and its getting close to the weekend which in effect will prolong the withdrawal even longer. I honestly say I will not be back and will stick to 32red where communication is superb, the verification hassle-free and quick, not to mention the other plethora of benefits that the casino provides.

Hi tinybettor

I apologise for not noticing your posting earlier.

Please let me know if the issue has been resolved. I would also appreciate it if you could send me your account details so I can look into the issue. It is not supposed to take this long to process a withdrawal and I would like to see if there is something wrong with our processes.

Kind regards

Wim
Head of Operations
Fortune Lounge Group
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi tinybettor

I apologise for not noticing your posting earlier.

Please let me know if the issue has been resolved. I would also appreciate it if you could send me your account details so I can look into the issue. It is not supposed to take this long to process a withdrawal and I would like to see if there is something wrong with our processes.

Kind regards

Wim
Head of Operations
Fortune Lounge Group

It would appear to be poor internal communications. Indeed, the withdrawal was initiated, but there was an error with the bank details. Only on the next attempt was there a problem with the utility bill, and this brings me to my question.
What does a player do when in the modern world of today everything is done online, including managing their energy and phone accounts like I do. All I can think of is downloading my bill, printing it off, and "posting it to myself" to mimic how things used to be done?

I suspect in this case it was the bill format that caused the problem. UK utilities show you everything on a screen when you log in, but this is not actually your "utility bill". They should also produce the PDF of the bill as it would have been posted, and it is this that contains what the casinos expect to see on a utility bill, namely a billing address that matches the other registration info at the casino. It would be the top address page of this that one would print off and "post to yourself" by carrying it from your printer to your scanner. There is absolutely no way the casino can tell the difference as a piece of paper does not record how it journeyed to the scanner.

I suspect players just take screenshots, either of the PDF address page or the account login. This will get caught by the verification team as there is no piece of paper involved, and hence no edges to the "scanned utility bill".

I have also noticed that "bank wires" always seem prone to problems due to errors in the banking information. I would blame the banks for making what should be a simple system into a complicated one. It is simple enough when making internal transfers, but once you start sending money across borders, it can get very complicated. As Nifty said, if you can, get an eWallet. eWallets are designed to work across borders, and the same set of information will work for all transactions, no matter where the casino and player reside. Neteller is my preference, but there is also Skrill. There are a few others such as Click2Pay or click&buy, but they seem less popular.
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
If a casino takes bets all weekend, they should payout on weekends too...business days for online casinos are Mon-Sun not Mon-Fri.

I'm sure VIP players at Fortune Lounge are paid on weekends. Why are their non VIP players discriminated against?

Thankfully there are online casinos like 32Red. As close to the 'real thing' as you can get online.
 

tinybettor

Dormant Account
Joined
Sep 23, 2012
Location
Australia
Just a little update. Documents were verified a while ago and the withdrawal finally processed on the 10th June. Unfortunately their bank transfers take 8-10 business days so I knew that the withdrawal could end up taking two full weeks to pay. Thought I was going to receive an early payment but just a few hours ago I again receive the dreaded email saying that the SWIFT withdrawal had bounced back due to invalid details. I'm not sure how on earth are the details incorrect as they're the exact same ones that I have supplied to numerous other casinos that have successfully paid me. I even told them in a previous email to tell me if there was any variation in the initial banking details I've provided and the corrected ones to see if it truly was an account error. No response to that request so I thought ok, looks like I probably made a mistake and now its being processed successfully. Unfortunately not the case and not exactly sure what went wrong.

In any instance, I have now managed to successfully change the withdrawal to Neteller, which I should have probably done so in the beginning to avoid this hassle. I actually requested to be paid via Neteller after the first bounce back but I already closed my account and they said I had to manually change and register the withdrawal method via the client software, which I though was a formality that could not be corrected by giving my details through email. During that time however I already provided the SWIFT details again and so they just processed it via that method.

So now I'm just hoping they can pay me through Neteller and actually do so immediately given the length it has now taken and not try to add another day or two of 'pending' time. I have already closed my accounts permanently and only wish to receive this withdrawal that almost seems like a dream right now.
 

fortunelounge

Dormant account
Joined
Mar 7, 2003
Location
South Africa
Hi tinybettor

I am sorry to hear that you have decided to close all your accounts and I apologise for the unacceptably long process you had to go through to receive your withdrawal.

As I am concerned about this lengthy process and possible process issues I would still appreciate it if you could send me your account details so I can see how we can improve our player experience.

To all our players out there, please remember that I am not only here to resolve issues that appear in threads. Please PM me the moment you feel that you are not receiving the service you deserve so it can be attended to urgently.

Regards

Wim
 
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