Тема для обсуждения вопросов поддержки и жалоб в Platincasino / BetandPlay / LuckyCircus

Hello sleepy bcee,

We haven't heard back from the casino rep, so we've sent them a reminder. Any updates on your side?

Thank you.

Hello sleepy bcee,

Could you please update us on the progress of your case?

Thank you.

Since we haven't heard back from the member, we will consider this case CLOSED due to the submitter's inactivity.

Ich habe am 29.09 eine Auszahlung in Auftrag gegeben von 100€ über mein Bankkonto von paysafecard. Ich möchte dazu sagen das dies vorherige male immer geklappt hat. Auch diesmal wurde nach Beantragung freigegeben aber der Betrag niemals bei mir eingegangen. Trotz fast täglichen Auseinandersetzung mit dem livechat ist dieses Problem nicht gelöst bzw werde ich immer wieder mit anderen Aussagen versetzt. Mal heist es der zahlungsanbieter ist schuld, bis hin zu man warte auf eine Rückerstattung umd man würde sich bei mir melden (was seitdem NICHT ein einziges Mal selbst gesehen ist) und das geld würde vorgestern endlich ankommen, was nicht geschehen ist! Ich sollte zwischendurch immer wieder Kontoauszüge seitdem Beantragung der Auszahlung nachweisen. Dieser bitte bin ich immer nachgekommen da ich nix zu verschleiern habe... Nun bitte ich um gute fachmännische Vermittlung damit ich mein Betrag von 100€ bekomme.

Сумма убытков: 100€

Казино: Platin Casino

Дело №: 3642

On September 29, I requested a withdrawal of €100 from my paysafecard bank account. I would like to say that this has always worked before. This time, too, the payment was released after the request, but the amount never arrived. Despite almost daily discussions with the live chat, this problem has not been resolved, or I keep getting different answers. Sometimes they say the payment provider is to blame, or they go on to say they are waiting for a refund and will contact me (which I have NOT seen once since then), and the money should finally arrive the day before yesterday, which never happened! I have repeatedly been asked to provide bank statements since requesting the withdrawal. I have always complied with this request because I have nothing to hide... Now I am asking for good, professional mediation so that I can get my €100.

Hello Tekkney90,

We will contact the casino rep for further details. Please make sure to follow this thread for updates.

Thank you.

Hello Tekkney90,

We’re truly sorry for the inconvenience you experienced with your withdrawal and for the way the communication around this matter may have felt unclear. Please rest assured that we’ve addressed this situation to avoid similar misunderstandings in the future.

The delay in processing your withdrawal was due to some documents that were still needed to fully verify your account. This step is important for your safety and the protection of your funds. Once your account was verified, the withdrawal request went through an additional security review, which is part of our standard procedure to keep all transactions secure.

Your withdrawal was successfully processed on 06.10. The reason we requested your bank statement was to confirm that the funds have arrived in your account. As some time has passed since you last sent it, we’d greatly appreciate it if you could provide an updated statement up to today’s date so that we can investigate the situation further.

We truly appreciate your understanding and are here to support you every step of the way.

Best regards,

Your Platin Casino Team

Wieviel Kontoauszüge soll ich den noch schicken??? Ich habe mittlerweile sicherlich 5-6 Kontoauszüge gesendet...jedesmal seht ihr das keine Zahlung angekommen ist und nach ein paar Tagen wolllt ihr wieder Auszüge!?! 

Ich verstehe die Erklärung auch nicht lit dem verifizieren,  den ich hatte erst 2 Wochen vorher eine Auszahlung von 600€ und diese lief ohne Probleme und merkwürdigen Aussagen von euch!

How many more bank statements should I send? I've probably sent 5-6 statements by now...every time you see that no payment has arrived, and after a few days you want statements again!?!

I don't understand the explanation when verifying either, as I had a withdrawal of €600 just two weeks ago and it went through without any problems or strange statements from you!

Da ich dieses elend endlich mal geklärt haben will, werde ich ein LETZTES mal dieser Bitte nach Kontoauszügen nachkommen! Wohin soll ich diese schicken???

Danach will ich auch keine sinnfreien ausreden mehr von euch! 

Since I want to finally resolve this mess, I'll comply with this request for bank statements one last time! Where should I send them???

After that, I don't want any more pointless excuses from you!

Hello Tekkney90,

We have contacted the casino rep and referred them to your post. Please keep an eye on the thread for updates.

Thank you.

Okay sehr gerne, wenn ich lese das am 06.10 neu bearbeitet wurde, verstehe ich nicht warum seitdem weiterhin keine Zahlung eingegangen ist...!?! Für mich nicht nachvollziehbar alles, gerade weil erst 1 Wochen zuvor die gleiche Auszahlungsmethode einwandfrei geklappt hatte...

Aber schlimmer ist das Verhalten vom Support Team, keine vernünftige Antworten auf Nachfragen,  keine Hilfestellung zur Problematik, und ständige Leere Versprechen...! (Man würde sich melden, man käme auf mich zu...bla bla...sowas habe ich noch nie erlebt!)

Okay, I'm glad. When I read that it was updated on October 6, I don't understand why no payment has been received since then...!?! I can't understand all of this, especially since the same payment method had worked perfectly just a week earlier...

But worse is the behavior of the support team: no reasonable answers to inquiries, no help with the problem, and constant empty promises...! (They'd get in touch, they'd come to me... blah blah... I've never experienced anything like this before!)

Der Spaß geht weiter....!?! (Peinlich) 

Weil das mit der Auszahlung nicht klappt, fangen wir an random Einzahlungen mit in die Verlosung zu bringen??? 

Was für eine Einzahlung fehlgeschlagen sein soll, ist mir ein Rätsel...???!??? Ich habe keine Einzahlung getätigt...!!!  WERDE ICH AUCH SICHERLICH NICHT MEHR...!

The fun continues....!?! (Embarrassing)

Since the payout isn't working, are we starting to include random deposits in the raffle?

What kind of deposit failed is a mystery to me...???!??? I didn't make a deposit...!!! I certainly won't do that again...!

....???....?

....???....?

WOHIN SOLLEN DIE KONTOAUSZÜGE??? 

MEINE FRESSE WAS EIN SAFTLADEN... 

HEUTE BEKAM ICH EINE EMAIL VON MAX(PLATINCASINO) 

MEINE EINZAHLUNG SEI FEHLGESCHLAGEN, 5 WERKTAGE ZUR RÜCKERSTATTUNG?!? 

DER WITZ DARAN...WEDER HABE ICH EINE EINZAHLUNG GETÄTIGT NOCH VERSUCHT!!!!

WAS STIMMT BEI DENEN NICHT??? 

ICH HÄTTE GERNE EINFACH MEINE AUSZAHLUNG UND DANN WILL ICH VON DIESEN VEREIN NIX MEHR WISSEN! 

WHERE SHOULD THE BANK STATEMENTS GO???

MY GOD, WHAT A PUNCH OF A PLACE...

TODAY I RECEIVED AN EMAIL FROM MAX(PLATINCASINO)

MY DEPOSIT FAILED, 5 WORKING DAYS FOR REFUND?!?

THE JOKE IS...I NEITHER MADE A DEPOSIT NOR TRIED TO!!!!

WHAT'S WRONG WITH THEM???

I WOULD JUST LIKE MY PAYOUT AND THEN I DON'T WANT TO KNOW ANYTHING MORE ABOUT THIS CLUB!

Hello Tekkney90,

We have contacted the casino rep and referred them to your post. Please keep an eye on the thread for updates.

Thank you.

Schade das mal wieder keine Reaktion kommt...ich habe jetzt selbstständig die Kontoauszüge per Email wie die anderen auch schon vorher an die entsprechende Abteilung geschickt...Keine Reaktion...Habe vorgeschlagen das man auch einfach eine andere Auszahlungsmethode nehmen könnte...Keine Reaktion...

Unglaublich was hier passiert (nicht passiert) ! Ich hoffe das einige leute das hier sehen und sich zweimal fragen ob das vertrauenswürdig behandelt wird....

It's a shame there's been no response again...I've now sent the bank statements to the relevant department by email, just like the others have done before...No response...I suggested using a different payment method...No response...

Unbelievable what's happening (or not happening) here! I hope some people see this and think twice about whether this is being treated with trust....

Hello Tekkney90,

We want to sincerely apologize once again for the inconvenience and the delay.

As a gesture of goodwill, we’ve already added a bonus to your account to express our genuine regret for the inconvenience you’ve experienced. We wanted to show that we take your concerns seriously and that we’re truly sorry for how this has unfolded.

Please rest assured that your case is receiving high priority, and our team is working hard to bring it to a proper resolution as soon as possible.

Thank you again for your patience and understanding, we really appreciate it.

Kind regards,

Your Platin Casino Team

Stop stop stop...das ist ja schön und gut ABER was ist die Lösung für das Problem? Wann vorallem? Wie ist euer weitere Werdegang mit meinem Problem? Hat sich schon jemand die Kontoauszüge angesehen? Sowas sollte als Priorität natürlich nicht ewig dauern und falls man das gemacht hat, müsste eigentlich innerhalb von Minuten eine klare Reaktion von euch kommen, mit der klaren Ausrichtung wie es weiter geht...so stelle icg mir eine ordentliche Aufklärung vor...

Und der Bonus ja schön und gut, aber ich warte seit fast einen Monat auf das geld...Wäre ja schön wenn dsd eine erstmal geklärt ist um evtl nachdem bonus nicht ein zweites zu erleben sollte es zu einer Auszahlung davon kommen....oder???

Stop stop stop...that's all well and good, BUT what is the solution to the problem? When, and especially when? What's your next steps with my issue? Has anyone looked at my bank statements yet? As a priority, something like this shouldn't take forever, and once you've done that, you should receive a clear response within minutes, with a clear direction on how to proceed...that's how I imagine a proper clarification...

And the bonus is all well and good, but I've been waiting for the money for almost a month...It would be nice if the DSD was sorted out first so that I don't experience a second one after the bonus if it comes to a payout...or???

Hello Tekkney90,

We’ve reviewed your case once again with our payments team. We can confirm that the transaction in question was successfully processed and verified on our side.

We also cross-checked the details with a previous payment to the same account, which confirms that both transactions were completed correctly. All relevant details have already been shared with you directly by our support team.

We’re truly sorry for the frustration this situation has caused and appreciate your patience while we conducted a thorough review. Should you have any further questions, our support team remains available to assist.

Kind regards,

Your Platin Casino Team

Das kann ja sein das ihr was abgeglichen habt...aber man wird auch gesehen haben das auf keinem der Kontoauszüge irgendeine zahlung eingegangen ist...! Das wurde doch sicherlich auch kontrolliert oder sehe ich das falsch???

Da könnt ihr mir ja viel erzählen was kontrolliert und abgeglichen wurden ist...den ich sehe keine Dokumente oder Unterlagen von euch dies das bestätigen!? Ich hingegen gebe meine persönlichen Unterlagen heraus damit das von der Gegenpartei auch ernst genommen wird. 

Das ist ja keine Lösung des Problems, zumindest aus meiner Sicht! 

Was heißt das jetzt? Ist das für euch erledigt? Wenn ja wäre das mit einer einfachen weiteren billigen ausrede nicht im dem Sinne des Falles hier, oder liebes lcb team???

It's possible that you reconciled something...but you'll also have seen that no payments were received on any of the bank statements...! Surely that was also checked, or am I wrong?

You can tell me a lot about what was checked and verified...but I don't see any documents or records from you that confirm this!? I, on the other hand, am handing over my personal documents so that the other party takes this seriously.

That's not a solution to the problem, at least from my point of view!

What does that mean now? Is this a done deal for you? If so, simply making another cheap excuse wouldn't be in the spirit of this case, would it, dear LCB team?

Hello Tekkney90,

All transaction details, including the reference, dates, and amounts, have already been shared with you directly by our support team. This is done privately to avoid any data breaches and to protect your personal information.

As confirmed, the payment was successfully processed and can be seen on the bank statement you provided. You can double-check the information we shared by comparing previous transactions, as they were sent from the same IBAN.

We understand that the review process took longer than expected, and we appreciate your patience while we completed the necessary checks. As mentioned, a goodwill bonus was added to your account as a gesture of apology.

Best Regards,

Your Platin Casino Team

Based on the rep's response, we will consider Case #3642 as RESOLVED.

Dispute the resolution provided regarding my winnings from the 20 Free Spins on "Soccermania" (claimed via your Telegram channel on July 2, 2026). Upon completion of the free spins, my account balance reached approximately $170 NZD. However, this amount was immediately and unilaterally reduced to $75 NZD before I could even begin wagering. I am requesting a formal, transparent investigation into why my winnings were reduced by more than half. My concerns are as follows: 1. Logical Inconsistency: Your support team has stated the maximum win is $75 NZD. However, even if we were to accept this cap, your own Terms and Conditions (Section 1.5) state that winnings are limited to "3x the bonus amount." If you are claiming $75 is the bonus amount, the limit should be $225 NZD ($75 x 3), not $75 NZD. There is no clause in your T&Cs that supports a $75 total cap on these winnings. 1. Promotion Misclassification: My promotion was marketed as "Free Spins," yet my account was subjected to a 50x wagering requirement. According to Section 1.5 of your own Bonus Terms and Conditions, "Free Spins" carry a 30x wagering requirement, not 50x. 2. Arbitrary Balance Reduction: Upon completion of my 20 free spins, my actual winnings were 170 NZD. Your system immediately and unilaterally reduced this balance to 75 NZD. This reduction occurred before wagering commenced and does not align with your "Max Win" policy. 3. Inconsistent Application of "Max Win" Rules: Section 1.5 of your T&Cs states that for Free Spins, the maximum withdrawable win is limited to 3x the bonus amount credited. My account shows a "Bonus Amount" of 75 NZD. By your own written policy, the maximum withdrawable win should be 225 NZD ($75 x 3), not 75 NZD. 4. If you are instead applying "No Deposit Bonus" terms (as suggested by the 50x wagering requirement and 2x cap), your math remains inconsistent: 2x the 75 NZD "bonus amount" would be 150 NZD, not 75 NZD. 5 Lack of Transparency: I have reviewed your published T&Cs, and there is no logical basis for the reduction of my winnings from $170 to $75. If this was a technical glitch, I expect my balance to be corrected immediately. If this is a deliberate policy, please provide the specific, written T&C clause that justifies this reduction. 6 Customer Service Experience: My initial attempt to resolve this via live chat was dismissed without any attempt to investigate, and I was simply told to email. This was highly unprofessional and did not resolve my issue. Resolution Requested: I am seeking a transparent explanation supported by your official Terms and Conditions. If this reduction was a technical error, I request that my winnings be credited in full and that my account balance be adjusted accordingly within the next 24 hours. I also expect a formal apology for the poor service I have received regarding this matter. This is what i sent to them

Сумма убытков: 75NZ$

Казино: BetandPlay Casino

Дело №: 4453

Hi Mon,

Thank you for taking the time to share your experience with our members and we’re sorry to hear about your negative experience.

We have also reviewed the relevant Terms & Conditions and found the following:

"Free Spins: Unless otherwise stated, all winnings from free spins are credited as bonus balance. This bonus carries a 30x wagering requirement. After wagering is completed, the maximum withdrawable win is limited to 3x the bonus amount credited from the free spins.

No Deposit Bonuses: Unless stated otherwise, these come with a 50x wagering requirement and a maximum win/withdrawal of 2x the bonus amount."

Based on this, we will contact the casino representative to clarify how your specific promotion was classified and how the limits were applied in your case.

We will update you as soon as we receive a response.

Hi Mon,

We have sent a reminder to the casino representative, as we haven’t heard back from them yet. Has there been any progress on your end in the meantime?

Thank you for your patience.

Hi Mon,

We are still awaiting a response from the casino representative and have sent a follow-up request.

We kindly ask that you keep an eye on this thread and inform us if you hear anything from the casino in the meantime.

Thank you for your patience and cooperation.

Hello Mon,

Since we have not received a response from the casino regarding your case, nor any update from you, we will mark case #4453 as CLOSED.

Thank you for understanding.