Platincasino - Das Bonusproblem des Spielers bleibt ungeklärt.

Last Friday, I received an email with a bonus code stating that if I deposit €20, I would receive a 300% bonus. I made a deposit of €20 and used the bonus code, but the bonus was never credited to my account. As a result, I sent an email explaining the issue. The only response I received was an automated message saying that a customer service representative would get in touch with me. It also mentioned that I could use the live chat. However, there is no live chat; you can only leave a message. Since then, I must have left ten messages in the chat, sent at least 20 emails, and contacted the site via Facebook. So far, there has been no response. As a new customer, I find this kind of service unacceptable, even if it's just about a bonus.

Ich habe letzte Woche Freitag eine E-Mail mit einem Bonuscode bekommen, indem es heißt, dass wenn ich 20 € einzahle 300% bekomme. Ich habe eine Einzahlung von 20 € getätigt und den Bonuscode verwendet. Der Bonus wurde mir niemals gutgeschrieben. Daraufhin habe ich eine E-Mail gesendet und das Problem geschildert. Es kam nur eine automatische Ansage, dass ein kundenberater sich mit mir in Verbindung setzt. Außerdem könnte ich den Live-Chat benutzen. Den Live Chat gibt es nicht, man kann nur eine Nachricht hinterlassen. Ich habe seitdem bestimmt zehn Nachrichten im Chat hinterlassen, mindestens 20 E-Mails geschickt und die Seite per Facebook kontaktiert. Bis jetzt ist keine Reaktion gekommen. Als Neukunde finde ich so etwas unverschämt Punkt auch wenn es sich nur um einen Bonus handelt.

Dear stehlikmari,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the specific bonus you received from the casino?
• Did you receive any feedback from the casino regarding the issue whatsoever? (notification, information pop-up or similar)
• Have you played with the deposited funds already, or have you requested a refund of your deposit?

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

Best regards,

Tomas

No, I didn't receive any response, even though I contacted Platincasino more than 10 times in three different ways. After four days I got fed up and lost my deposit because I had no hope left until I had the idea to see if I could file a complaint somewhere.

nein, ich habe keinerlei rückmeldung erhalten, obwohl ich platincasino auf drei verschiedenen Wegen mehr als 10 mal kontaktiert habe. Nach vier Tagen war mir es zu blöd und ich habe meine Einzahlung verspielt, da ich keinerlei Hoffnung mehr hatte, bis ich auf die Idee gekommen bin, zu schauen ob man irgendwo eine Beschwerde einreichen kann.

Thanks for the explanation.

I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation to not award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't penalize online casinos that refuse or fail to credit a bonus.

Since your deposits were used for playing it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation, you can opt to request a refund of unspent funds due to the bonus not being credited. This also might depend on the refund policy of a casino.

Since we can offer no further recourse in this situation the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.