Platincasino - プレイヤーの入金が遅れています。

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