Platincasino ES - El depósito del jugador no fue acreditado.

On March 27, 2023, I made a deposit through Bizum at 08:21 a.m. on the PLATINUM CASINO platform. The amount of €300 was not reflected in my user but it was deducted from my account. After contacting customer service, and sending them the bank receipt, they tell me to wait 5 days and I sent another document from my bank. The bizum are instant, It is not a transfer. The receipt shows all the data perfectly and all they had to do was compare the amounts received with the source. I have sent 9 emails claiming it and they have only responded to 2. They supposedly offer the possibility of chat and not a single hour of the day has it been operational. I beg intermediem to return my €300. Thank you

El pasado 27 de Marzo de 2023 hice un depósito mediante Bizum a las 08:21h en la plataforma PLATINUM CASINO. El importe de 300€ no se reflejó en mi usuario pero si se descontó de mi cuenta. Tras contactar con atención al cliente, y enviarle el comprobante bancario, me dicen que espere 5 días y envié otro documento de mi banco. Los bizum son instantáneos, No se trata de una transferencia. En el comprobante se aprecia perfectamente todos los datos y lo único que tenían que hacer era cotejar los importes recibidos con la procedencia. He enviado 9 emails reclamandolo y tan solo me han respondido a 2. Ofrecen supuestamente posibilidad de chat y ni una sola hora del día ha estado operativo. Ruego intermediem para que me devuelvan mis 300€. Gracias

Dear Pikaro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Thank you very much for your reply. On behalf of the bank, they confirm that the bizum was made to and delivered, through the casino's own platform, and it has a supporting document. The solution, I think, lies in the fact that the casino itself verifies the bizum received on that day and at that time and compares the information transferred. I consider that it is a technical problem of the platform itself and its accounting, since the bank has the record of the phone to which the money was sent, and its corresponding reference and concept. I trust that the Casino will provide a solution since it transmits very little trust and transparency given the circumstances. All the best

Muchas gracias por su respuesta. Por parte de la entidad bancaria confirman que el bizum fue realizado a y entregado, a través de la propia plataforma del casino, y el mismo dispone de justificante. La solución, pienso, radica en que el propio casino verifique los bizum recibidos en ese día y esa hora y coteje la información trasladada. Considero que es un problema técnico de la propia plataforma y si contabilidad, ya que el banco tiene el registro del teléfono al que se envió el dinero, y su correspondiente referencia y concepto. Confío en que por parte del Casino aporten alguna solución ya que transmite muy poca confianza y transparencia dadas las circunstancias. Un saludo

Dear Pikaro,

Did you forward the documents from your bank to the casino? Did the casino respond to you regarding this issue? If yes, can you please forward the communication to nikolas.b@casino.guru?

Dear Pikaro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Finally the casino refunded the money to my account. Thank you very much for your help

Finalmente el casino reembolso el dinero a mi cuenta. Muchas gracias por su ayuda

Thank you Pikaro for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick