Frequently Asked Questions
As a new (or seasoned) player at Platinum Play, you may have some questions on how to maximise your playtime at the casino or are unsure on how to get started. Our friendly customer service agents are always ready to assist you with any query you may have. However, we have put together a list of frequently asked question that most players ask for your quick reference.
How do I register?
Registration at Platinum Play is free, quick and instant. Registering allows you to receive the ultimate gaming experience and access to superb online casino games.
What documentation do I need to submit?
Submit your information and attach your personal identification documents such as your passport, identity document and utility bill. Once your information is verified, strict security measures are put in place to ensure your private information remains confidential.
How do I make a deposit?
- Log in to your account and click on the Bank button
- Under Deposit, select your preferred deposit method and follow the steps
Click here to view our wide range of deposit methods.
What is a time-out?
Timeouts are usually caused by a drop in connection during the processing phase. When this happens, our treasury department will credit your casino account within two working days. Alternatively please get a copy of your deposit confirmation and contact our support staff.
Can I track my deposits and withdrawals?
Yes you can! Platinum Play has software tools such as CashCheck™ where you can check your transaction history down to the last detail. Simply log into the casino and navigate to your My Account page and view your transactions for the last week, month or year.
How can I reverse a withdrawal?
- Log into your account and click on the Bank button
- Select Reverse Withdrawal and your pending withdrawals will display
- Enter the amount you wish to reverse
What is a source of wealth request?
Due to our AML compliance and alignment with current FATF recommendations and FIAU regulations we are at times required to establish a client’s “source of wealth” as part of our enhanced due diligence responsibilities.
“Source of wealth” is defined as “the origin of the subject’s total assets” and refers to any activity or situation that has generated the individual’s total wealth. Should you be required to provide documentation, which would be used to verify your source of funds, the following documentation could be requested from you:
- bank statements
- Recently filed business accounts
- sale of an asset details in the completion statement
- divorce settlement and court order specifying the written settlement agreement
- inheritance money in the form of the Will statement
Please Note! We will have dedicated staff to facilitate the verification. Please rest assured that all information shared with us will be treated as confidential and that all efforts will be made to assist clients wherever and whenever possible.
What are wagering requirements?
Wagering requirements (also known as play-through) are the number of times you have to play your money before you can make a withdrawal. At Platinum Play, the wagering requirement on a bonus is 30x, so if you get a bonus of $1, the wagering requirement is $30. However, different games have different wagering percentages. Please read the terms and conditions for full details about this. Still have an unanswered question? Contact our customer care.