Resolved - Beware of upsetting "support"

>:(    Just wanted to advise potential players of the devious practices of On line Casino “Platinum Play”
These occurrence are totally fact based and happened to me over the last three days.

Firstly Monday night I was happily playing away on favorite machines and believe it or not actually winning for a change. I was up about $300 and totally a happy little player.
Then next thing the wheels started to spin continuously, no biggy, it happens quite constantly, unusually caused by server drop out, the strange thing is though as this was happening my internet connection continued to download “something” and then the screen went black, again strange but what can you do, I restarted the program and continued.

Strangely the minute this happened the “winning situation” stooped and after that, not even a pair of 9's for over $50. This worried me as such and I contacted online help just to let them know that I was less than happy with this “occurrence” as my “winnings” were slowly disappearing and wondered if there was perhaps some sort of sabotage to slow down my winnings.

Of course I was told that No, we pride ourselves on our honesty and this couldn't happen, not with us etc. ect. So what can you do I took them at their word and  left it at that. The next night I get a support letter from someone further up the pole saying it had been pointed out to her that I was dissatisfied with the results of my casino melt down and again it just couldn't happen.

Ok,, so I log back in and go to the promotions page where there was a calander promotion due for that day the 17th of  April, 10% refund on any losses that day so played on and lost $150..going back to collect my “bonus money” I clicked on the tab and received a sign that just said “Oppsss there has been a mistake”. Tried it 3 times and got the same result again and again so again contacted support...Oh no sir I was typed at, that means you were not on a “live promotion” and it only workes like that when it is “live”, which means the date was not the required “live” conditions of date + 2 hours Grenich mean time and some crap like that therefore no 10% rebate.

I went back to the opening page to check if I had missed some small print things and followed all the pages and rules etc. and nowhere did it state all this “live promotion” crap so once again I contacted support and was told the usuall, “oh no sir you must have made a mistake and no way it was us we wouldn't do that, again what can you do so once again left thinking oh well..that's life but I was not happy !

Heres where it gets nasty, I had a withdrawal in place and was awaiting my $300 winnings I had acrued over the last 3 days and yep you guessed it, I then received another e-mail advising me I was being”looked” into by the security department before they would pay out unless I “urgently forwared a copy of  my detail, drivers licence, bank details and a copy of a utility bill for a current bill with my address on it.

This I did, again waiting for my withdrawal I received yet another e-mail saying it had been rejected, by security because my utility bill for my mobile phone was “ an internet bill” and not something “posted” to me and my drivers licence with myaddress on it wasn't enough and until I could show a utility bill, posted to me no withdrawal was forthcoming...More support contact. No way sir there are rules, and we have to insist on it.

After advising them that this was after all 2013 and apart from using the internet to gouge money out of poor gambelers, it can also be used to PAY ALL MY BILLS with the internet, fromn my bank FROM WHICH they seem to be able to deduct my deposites to them in seconds, but wasn't the case in the “rules”  and I was basically told “tuff shit” still not good enough for “the security”department and until I was able to send a “posted account advising them that I was not the head of the Mafia no withdrawal.

Basically with money still in my account they now owe me $400 and the chance of getting it was next to zero. I decided to cut my losses and forget the money so as not to have deal with there rubbish any longer, good by, $400, good by, Platinum Play and thanks for your great assistance..HIT DELETE PROGRAM AND THAT WAS THAT.

I  was thinking what would have happen  if I had not contacted support all those times and obviously pissed someone off and further it was “only”$400 I lost by not adhearing to the “Rules” but imagine if I had actually won one of those “bogus” major jackpots there always going on about and they owed me a Million dollars or something, I just couldn't send them my first born child or my severed hand with attached fingerprints to the “security department” WHAT A CON ! Be Ware People things on the internet casino scene are not always what the pretend to be !

Hi badhabitsau,

Do you not receive any other bills through the post?  What about your online bank statement - does that not show your address somewhere?  If you printed a statement, would it not show?  What about utility bills....

blue

Hi

This issue appeared in the Casinomeister forum as well.

The problem was an outdated utility bill (from 2012) that the player supplied and had nothing to do with "upsetting support" as the title suggests. He contacted our support and it was resolved.

Although he has already posted in the CM forum that it has been resolved he will probably still do so here.

Regards

Wim

badhabitsau please confirm so we can upgrade this topic to resolved.

Zuga

      I just wanted to advise everyone interested that both being new to forums and not having all the correct documents I was very upset that Platinum Play rejected my withdrawal. Subsiquently after phoneing the contact number ( which I should have done in the first place) and also recieving great assistance from their rep "wim" it was all sorted out, and also explained to me just why it was rejected in the first place.
    The irony is that's  now I wouldn't trust any other casinos with my hard earned cash other than Platinum Play because of how it was all explained and handeled. Imagine my elation when I checked my bank balance and there it was, simple, fast and no hassells.  :'X

there's plenty of reliable casinos out there and many don't request docs at all
really, the smartest thing, is plan ahead, send in docs, have them approved, then deposit..saves headaches after the fact

I won 2,000 with Platinum Play but when I tried to withdraw they made it so difficult I gave up and gambed it back to them. They have been taking money from my credit card for YEARS but the second I want to make a withdrawal they want me to jump through hoops. They are sneaky and devious. Be careful.

Actually, many reputable & dependable online casinos have to get all that documentation in order to comply with their local Anti Money Laundering & Anti Terrorism laws.  They MUST verify who they're paying and that the money came to them legitimately in the first place.  I keep my docs current in a separate folder so when I'm asked, all I have to do is email them the  attachments.  Works like a charm.

Platinum Play is part of a very reputable group of casinos, so you might want to check that out.  Usually groups of casinos share the same policies & practices.

Congrats on your win!! 

Glad all is resolved.  I've merged your new thread with your original thread..

blue