Platincasino / BetandPlay / LuckyCircus Fil de discussion sur l'assistance et les plaintes

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.

Montant contesté: 100€

Casino: Platin Casino

Cas #: 3642

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

Montant contesté: 75NZ$

Casino: BetandPlay Casino

Cas #: 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.

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.

Dear LCB community,

I have been a member of LCB for a long time and I just want to say I appreciate the LCB team and everyone of you members that make this community and site a great place to visit. I would like to ask for your advice regarding an issue i am having with Betandplay casino. I have been playing at this casino for over 4 years and I am a vip player there with a vip manager. Just a bit of background before i go into the details, my account is fully verified and I have never had any issues with withdrawal, because of my vip status they usually process it very quickly (1-4 hours). My last successful withdrawal was on 31/08/26, for a bit over $600. 

I recently had a win there, i made a deposit of $30 and claimed a vip deposit bonus offer which gave 100% and 100 spins and NO MAX WIN condition on both, because this was a vip offer I had to make my deposit and asked chat support to add the bonus for me manually (they usually verify im eligible then add the bonus). So everything went smoothly, i lost my deposit but ended up winning from the free spins. I eventually made a withdrawal for $2100, and waited but after 3 days i had received no contact from the casino confirming my withdrawal and it was still stuck in pending state. My efforts to get information from chat support was no help as they only provided me with scripted responses and asking me to be patient. My vip account manager is no longer contactable and her watsapp number seems to no longer exist.

After doing some research, I found that there were many other vip players who are going through the same problem as me and have made complaints on other company and successfully got their money within 2 days. I tried this and other company approved my complaint and assisted me. Still it took more then 10 days for betandplay casino to finally email me, but its to say that my withdrawal has been rejected, and they have appliend a max win x10 against it leaving me with $350 and asking me to make the withdrawal request. On top of that they asked me for KYC docs, a selfy of me holding my ID and proof of a deposit i made back in 07/08/26. I tried to comply but they made it extremely difficult, i literally had to take 50+ selfies, i questioned why they asked for proof of a deposit i made in 07/08 when i had made a sucessful withdraw on 31/08 and nothing was mentioned about that. 

I have chat transcripts with support regarding my verification, also of them acknowledging that the bonus I claimed was No MAX win and they didn't understand why the management would not pay me. My complaint on other company has now timed out and the casino has made no response on there. So basically its turned out as unresolved, i can either lodge another complaint and go through the same thing and just wait or I can just withdraw the $350 and be done with it. I am really frustrated with the casino and this whole situation, especially because I have been a loyal player for so long and my VIP is the second highest level. 

Is there anything I can do to get this resolved quickly and how do i go about it? 

I provide the screenshot of the bonus I claimed with the rules clearly stated on the bottom and conversation with chat support acknowledging the bonus is NO MAX WIN. I removed the names for privacy reasons.

Thankyou for assistance and advice.

Hi shorti3z,

Thank you for reaching out to us and providing detailed information about your case.

Please note that Max Win and Max Cashout are not the same thing. Max Win is the maximum amount you can win from a bonus, while Max Cashout is the maximum amount you can withdraw.

We have checked the casino’s Terms, but to understand exactly which terms were applied to your bonus, we need some additional information from you.

Could you please send us your casino username via private message, together with the communication where the casino told you that a 10x your deposit limit was applied?

Please also send us any other relevant screenshots or evidence related to your withdrawal, so we can assist you further. 

Thank you

Hi izipizi,

Thankyou for your assistance with my issue, i have sent you a private message with details requested and the email i received from the casino. This was the only email i have received from betandplay regarding my withdrawal and in the email they did not specify what rule they applied to my bonus, it only states the casino has a max win rule and my money has been confiscated in line with that, leaving me with $350 in my balance which happens to be 10x the amount of my deposit. The bonus I claimed is a vip bonus from a year ago so it has the rules which was standard from that period. The casino only recently changed their new promotions and bonuses to have a 10x max win, which I generally don't touch. 

There is really no misunderstanding or misinterpretation of the bonus rules from my end, the bonus I claimed is not a one off and that is why i always request chat support to verify its ok to claim and then ask them to manually add the bonus for me. I have chat transcript evidence with a support acknowledging there is no max win in the bonus i claimed.

I will quote the beginging of the email from betandplay to me for full transparency.

"We have to inform you that this particular withdrawal request is declined, as the bonus you have been playing with has a maximum win amount, which is specified in our bonus terms and conditions. The excessive winnings have been confiscated."

Hi shorti3z,

Thank you for the information.

We will contact the casino to clarify the situation and will update you as soon as we hear back from them.

Thank you 

Hi shorti3z,

We’ve 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 shorti3z,

Unfortunately, we must mark this complaint as CLOSED due to the casino's unresponsiveness.

Despite multiple follow-up attempts, we have not received any reply or clarification regarding your case.

We’re truly sorry for the outcome, but the casino representative has chosen not to cooperate or communicate with us.

If we ever receive a response or any update in the future, please rest assured that we will reopen the case immediately and inform you without delay.

Thank you for your understanding