Platincasino - El depósito del jugador se ha retrasado.

On November 4th, I deposited 444 XRP from my wallet into Platin. All other transactions from the wallet were completed except for this one. The deposit address is correct. I have contacted the VIP team multiple times, but I have not received any response from them. Even repeated reminders have gone unanswered! The standard chat support told me to inquire with my wallet provider, which I did. They informed me that the money is with Platincasino.

No reaction to inquiries - no response to emails - is this supposed to be VIP service? That is ridiculous.

I want my 470 euros or 422 XRP back.

Am 04.11. habe ich von meinem Wallet 444 XRP bei Platin einbezahlt. Alle anderen Buchungen vom Wallet wurden vollzogen. Diese nicht. Die Einzahlungsadresse stimmt also. Ich habe mehrmals an das VIP Team geschrieben. Dort bekomme ich überhaupt keine Nachricht. Auch auf mehrmaligen Reminder nicht! Beim normalen Chatsupport sagte man mir ich soll bei meinem Wallet Provider nachfragen was ich getan habe. Dieser sagte mir das Geld liegt bei Platincasino.

Keine Reaktion auf Nachfrage - keine Antwort auf Mails - das soll VIP sein? Das ist lächerlich.

Ich möchte meine 470 Euro oder 422 XRP zurück

Dear mah6669,

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

Could you please confirm whether you have successfully made deposits using your XRP wallet to this particular casino in the past?

Additionally, do you have any saved communication with your payment provider regarding the status of this payment? If the deposit has not been credited to your casino account, we usually advise players to contact their payment provider to verify whether the deposit successfully reached the recipient or if the transaction might be stuck along the way.

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

Best regards

Veronika

Hello, I have made x deposits with the wallet - all arrived - except this one.

The "VIP-

Hallo, ich habe x Einzahlungen mit dem Wallet gemacht - alle angekommen - nur diese nicht.

Der "VIP-

Thank you for the screenshots.

To proceed with the investigation, could you also please forward me the following documents:

• your bank statement from the date you made the lost deposit up to today
• the receipt confirming the payment of the lost deposit
• all the relevant communication between you and your payment provider as well as the communication between you and the casino customer support regarding this deposit
• any other evidence that could help us with the investigation of your case

Please send the requested documents to my email address: veronika.l@casino.guru. Thank you for your patience and your cooperation.

Dear mah6669,

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.

I am in Abu Dhabi until December 10th and have no access from here

Ich bin bis 10.12. in Abu Dhabi und habe von hier aus keinen Zugriff

Thank you for letting me know. I am setting the timer so you have enough time to send me the requested documents.

Dear mah6669,

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.

I just replied by email! Thank you very much!

Ich habe soeben per Mail geantwortet! Vielen Dank!

Thank you very much, mah6669, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear mah6669,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Platincasino representative to join this conversation.

Dear Platincasino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Team,

i am going through all Tickets and they were actually replied to . Can you confirm that it was 444 XRP as per the statement you had sent ?

So its 224,85 Dollars as per Screenshot right ? Can you please confirm ? I will book it straight away once confirmed.

In the meantime there is a bonus already waiting - 250 Euro , 5 times wager and max Cashout of 2500 Euro.



Dear mah6669,

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.

This is a joke or... Platin Casino doesn't answer any of my emails or WhatsApp... I don't want a bonus etc. from the casino... this is the last straw... Not even an answer... I want my 444 XRP back! The current xrp rate is 2.40 which is 1100 USD... I want my 444 back in my wallet...

Das ist ein Witz oder …. Platin Casino antwortet auf keiner meiner Mails oder WhatsApp…Ich möchte weder einen Bonus etc. von dem Casino … das ist das letzte …. Nicht mal eine Antwort ….. ich möchte meine 444 XRP zurück! Der aktuelle xrp Kurs ist 2,40 das sind 1100 USD ….. ich möchte meine 444 auf mein Wallet zurück…

Dear Platincasino,

Could you please confirm, if I understand it correctly, that you have been able to locate the player's deposit and are able to credit it to his player account?

The bonus you mentioned, is an offer for the player for the inconvenience, or it has been used by him previously?

Would you have any suggestions for the player in this situation?

Hi,

No we have not located it but we are willing to book it if he simply confirms that 444 XRP are  224,85 Dollar as per schreenshot sent.

Thanks,

I won't confirm that! Look at the xrp price! That's almost 1100 USD!

pay me the 444 xrp back to my wallet and not any fictitious conversions

Das werde ich nicht bestätigen! Schauen sie sich den xrp Kurs an! Das sind fast 1100 Usd!

zahlen sie mir die 444 xrp auf mein Wallet zurück und nicht irgendwelche fiktiven Umrechnungen

Dear mah6669,

it's important to note that no casino can operate as a financial institution, and cryptocurrency value fluctuations are beyond their control. As cryptocurrency values can both increase and decrease significantly over time, it is standard industry practice to reference the "real" value of the deposit at the time it was made.

This is also mentioned in the terms and conditions of Platin Casino:

The casino is not a financial institution and thus should not be treated as such. Your account will not bear any interests and no conversion or exchange services (including fiat-crypto exchange) will be offered at any time.

While I understand your desire for the deposited amount to reflect the current crypto value, it is worth considering that you might not be pleased if the current crypto value were much lower than it was at the time of your deposit. The casino is not obligated to cover any value discrepancies. Therefore, I believe the casino is correct in returning your deposit based on its original value at the time of the transaction.

Hello, on December 23rd Platin wrote here that there was already a bonus of 250 euros in the account. There was a bonus of 225 euros available. I played it because I didn't want to have anything to do with the casino anymore. But as it turned out later, it wasn't a bonus, but the XRP. Such a cheeky thing has never happened to me before. I have deposited a large 6-figure amount there over the years and the casino is just ripping me off.....

Hallo, am 23.12. hat Platin hier geschrieben es steht ein Bonus von 250 Euro bereits auf dem Konto. Es stand ein Bonus von 225 Euro zur Verfügung. Den habe ich abgespielt, da ich nichts mehr mit dem Casino zu tun haben möchte. Wie sich aber im nachhinein herausgestellt hat, war das kein Bonus, sondern die XRP. So eine Frechheit ist mir noch nie passiert. Ich habe im Lauf der Jahre einen großen 6stelligen Betrag dort einbezahlt und werde nur verarscht von dem Casino.....

Dear mah6669,

Do I understand it correctly, that you have received the dispute amount and then spent it?

No! Please read the message from Platin dated December 23rd: It says that they booked me a bonus of 250 euros. I assumed that this was the bonus! I have already invested a seven-figure sum with Platin and after this disaster I am certainly not prepared to spend another cent there. But I don't want to give them anything either!

Nein! Lesen Sie bitte die Nachricht von Platin vom 23.12.: Hier steht das diese mir einen Bonus in Höhe von 250 Euro gebucht haben. Ich bin davon ausgegangen, dass dies der Bonus war! Ich habe bei Platin schon einen 7stelligen Betrag investiert und bin nach dieser Katastrophe mit Sicherheit nicht bereit dort noch 1 Cent zu lassen. Aber schenken möchte ich denen auch nichts!

Dear mah6669,

As mentioned earlier, you are eligible to be credited the value of the cryptocurrency at the time of your deposit. Have you been able to agree with the casino on their offer to book you the mentioned amount?

Dear mah6669,

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.

Dear mah6669,

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.

No, the casino credited me with around 200 euros - but if you look at this chat history, it was written on December 23rd that they credited me with a 250 bonus! That wasn't the case! There was only around 200 in the account.

The casino says these are my XRP - I assumed that this was the bonus that was announced here in the chat.

An absolute cheek!

I have invested six-figure sums there over time and now they are ripping me off from start to finish!

Nein, das Casino hat mir um die 200 Euro gut geschrieben - aber wenn Sie sich diesen Chatverlauf ansehen wurde am 23.12. geschrieben das Sie mir 250 Bonus gut geschrieben haben! Das war nicht der Fall! Es waren lediglich um die 200 auf dem Konto.

Das Casino sagt das seien meine XRP - ich bin davon ausgegangen das dies der Bonus gewesen ist, der hier im Chat avisiert wurde.

Eine absolute Frechheit!

Ich habe dort 6stellig im Lauf der Zeit investiert und jetzt veräppeln die mich von Vorne bis hinten!

Dear Platincasino,

Could you please clarify, if the player's withdrawal has been paid out, and in which amount?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Anja,

Thank you for reaching out about your XRP deposit. We appreciate your patience.

You deposited 444 XRP ($224 USD), but due to an unexpected issue, it didn’t reflect immediately in your account. On January 8, 2025, we credited your $224 deposit as playable funds.

Regarding the value of XRP, please note that the credited amount reflects the value of XRP on the day of the deposit.

In the meantime, between the failed deposit and the January 8th credit, we wanted to show how much we value you as a customer, so we credited a $250 bonus on December 23, 2024.

We understand you thought the $250 bonus was part of the original deposit. As a gesture of goodwill, we’ve rebooked the bonus, and it is now available in your account.

We hope this clears up any misunderstandings, and we look forward to welcoming you back to enjoy our Casino!

I won something with the bonus - the money was paid out immediately - the case can be closed!

Thank you for the great support!

Ich habe mit dem Bonus etwas gewonnen - das Geld wurde sofort ausbezahlt - der Fall kann geschlossen werden!

Vielen Dank für die tolle Unterstützung!

Dear Anja,

Thank you for letting us know!

We’re glad to hear everything has been resolved and that you’re enjoying our casino again!

Dear mah6669,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru