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PlatinumPlay
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Platinum Play is a member of the Fortune Lounge Group of Online Casinos. All casinos in the Fortune Lounge Group must adhere to our high standards and principles. When you play at a Fortune Lounge casino, you're assured of high levels of responsibility, security and service excellence.
This is our Player Promise - our guarantee to you.
If you feel that any Fortune Lounge casino has not met these guarantees, we encourage you to escalate your concerns or complaints to the Fortune Lounge team. Contact the Vice-President of Operations on VPOps@fortunelounge.com.
Bonuses and promotions
* All opening offers will be paid out within the timeframe specified in that casino's Terms and Conditions.
* Fortune Lounge players are eligible for a wide range of regular, cutting-edge promotions. We will keep you informed of all promotions, news and updates.
* Promotional mechanics and requirements will always be clearly communicated and fairly upheld.
* We guarantee that the wagering requirements for cashing in bonuses will be transparently communicated to players and fall within reasonable industry standards.
* Terms and Conditions will always be easily accessible on the particular casino's website, clearly communicated and consistently upheld.
* All Fortune Lounge players have the right to participate in our Players Club loyalty rewards program and have access to the benefits and rewards offered by that program.
* Winners of promotions and tournaments must be announced and credited on the specified date. The mechanisms used to select winners are guaranteed to be fair and objective, as per the promotion's qualifying requirements.
Customer service and Support
* We guarantee the following response times within our Call Centers:
Telephone: answered within 5 rings
Email: within 5 minutes
* All Fortune Lounge casinos provide a number of communication channels to ensure accessibility of services and we will always endeavor to use the channel of your preference.
* Unresolved issues can always be escalated to the Fortune Lounge Operations department for resolution. If your issue with one of our casinos is not being resolved, please contact the VP of Operations: VPOps@fortunelounge.com.
Purchasing & Banking
* Need assistance with purchasing? We'll always have a consultant available, who is knowledgeable about the purchasing options and able to assist you in making the best choice.
* We source a variety of reliable, tried and tested purchasing options to suit your unique, individual needs.
* All transactions are protected by 128-bit SSL (Secure Socket Layer) digital encryption technology, and facilitated by credible electronic cash merchants.
* Cash-ins are guaranteed within the specified timeframe for the payment method, provided that the player has met the cash-in requirements.
* The Fortune Lounge Group guarantees to hold a cash balance in reserve at all times, sufficient to pay all players winnings.
Casino Software
* All Fortune Lounge casinos operate on software developed by Microgaming Systems, an established and respected supplier of gaming software.
* Independent auditors perform ongoing reviews of all Fortune Lounge casino's payout percentages and review the random-number generator embedded in the software.
* All Fortune Lounge Casino software is guaranteed virus-free when acquired from our websites or CDs.
Licensing and Reviews
* Each and every Fortune Lounge brand's payout percentages are reviewed by Independent auditors on a monthly basis.
* Fortune Lounge casinos are licensed by the Kahnawake Gaming Commission. This commission subjects all applicants (including the casinos' key staff) to a National Fraud Center background check, and reviews the casinos' software and control systems to ensure fairness, accuracy and reliability.
* The Fortune Lounge Group follows best practices as laid down by leading regulators and industry associations.
Privacy & Communications Policy
Fortune Lounge has adopted the highest levels of privacy for our customers' information. We guarantee the following:
* Not to sell, give away, or otherwise communicate your personal information to any other persons or companies, except as necessary to provide you with the best service and products.
* Our casinos may use your personal details to provide you with information or materials only if you requested it.
* You always have the option to unsubscribe or remove your information from the casino database.
Player Security
* The Fortune Lounge Group ensures that all our players are protected at all times, with the latest online security and encryption technology.
* We are pro-active in identifying fraudulent activity and eradicating it to make Fortune Lounge casinos a safer place to play. |
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