Submit a Complaint

Submit a Complaint

At Platinumlist, we want every customer experience to be a positive one. If something hasn’t gone as expected, our team is here to support you.

This page shows you how to submit a complaint, understand the review process, and raise a refund dispute so your issue can be reviewed quickly and fairly.

How to Submit a Complaint
"You can contact Platinumlist customer service through any of the channels below. If you need to raise a complaint, our support team responds as quickly as possible, usually within 24 to 48 hours.

To submit a complaint to Platinumlist, email resolve.my.complaint@platinumlist.net. Our team will review your complaint and respond as quickly as possible, usually within 24 to 48 hours. Please use only one contact channel per complaint so our team can track your issue from start to finish.

What to Include in Your Complaint
To help us review your issue faster, please have these details ready when you report an issue or submit a complaint to Platinumlist:

Your order or transaction number
Your ticket number(s)
The email address used for the booking
Your full name and phone number
A short description of the issue
Screenshots or supporting documents, if relevant

The more detail you share, the faster our team can review your case, investigate the issue, and respond with the next steps.

What Happens After You Submit a Complaint

Once we receive your complaint, our team follows a clear complaint process. Here’s what you can expect:

Acknowledgement: We confirm that we’ve received your complaint and share a reference number so you can track your case.

Review: Our support team checks the details provided. For complex cases, we may involve the relevant specialist team or event organiser.

Resolution: We aim to resolve most issues in the first response and keep you updated at every step.

Outcome: Once your case is resolved, we confirm the final outcome and any next steps with you.

Refund Complaints & Disputes
Most tickets on Platinumlist are non-refundable. However, you may be able to request a refund in the specific cases covered by our Customer Terms & Conditions:https://platinumlist.net/terms-and-conditions/RG-terms, such as when an event is cancelled or postponed, the main artist cancels or fails to perform, or the date or venue changes significantly.

Refund requests must be submitted in writing within 24 hours of the cancellation or postponement announcement. Approved refunds are issued to the original payment method, unless stated otherwise in the applicable terms.

If you purchased Refund Guarantee, separate eligibility rules apply. See Refund Guarantee Complaints below for more details.

If you have already requested a refund and believe it was handled incorrectly, declined unfairly, or delayed, contact us with your order number so our team can re-check your case. You can also contact us to dispute a refund decision.

Understanding Refund Fees - the 5% Administrative Fee

If your approved refund is lower than the original amount paid, it may be because an administrative fee of up to 5% of the ticket value was applied. This may explain why 5% was deducted from your refund.

Service and processing fees are non-refundable, except where the Refund Guarantee applies, the event was cancelled, or the relevant service was not provided.

If you believe the 5% fee was applied incorrectly, or you are unsure why it was applied, email resolve.my.complaint@platinumlist.net with your order number. Our team will explain the calculation.

Refund Guarantee Complaints

If you purchased the optional Platinumlist Refund Guarantee with your tickets, you may be eligible for a refund under the separate Refund Guarantee Terms & Conditions, including in some situations that may not be covered by the standard refund policy. The Refund Guarantee must be purchased at the time of ticket checkout, cannot be added after the order is completed, and the Refund Guarantee service fee is non-refundable.

If you believe a valid Refund Guarantee claim was not honoured, email resolve.my.complaint@platinumlist.net with your order number and any supporting details. Our team will review your case against the Refund Guarantee terms.

Escalating Your Complaint
If you are not satisfied with the resolution, email resolve.my.complaint@platinumlist.net to escalate your complaint. Your case will be reviewed by Platinumlist’s top management.

If your issue is related to a refund and your refund request remains unresolved after our review, we will explain the decision clearly and confirm any available next steps. We will always do our best to review your concern fairly and resolve it directly first.

Still Need Help? Contact Us
Our Platinumlist support team is here to help. If you still need assistance with your complaint, you can contact us through one of the channels below and we’ll help you resolve your issue as quickly as possible.

WhatsApp: +971 501 408 768
Live Chat: helpcenter.platinumlist.net

Frequently Asked Questions

1. How do I submit a complaint to Platinumlist?
You can submit a complaint to Platinumlist through email: resolve.my.complaint@platinumlist.net to submit a complaint to Platinumlist. Include your order number, ticket number(s), and a short description of the issue. Our team usually responds within 24 to 48 hours.

Please include your order number, ticket number(s), and a short description of the issue so our team can review your case and help you faster.

2. How can I contact Platinumlist customer support?

The fastest way to reach our customer service team is via WhatsApp at +971 501 408 768. You can also use live webchat through our Help Center, available 24/7, or contact us through the Platinumlist app.

For UAE support, WhatsApp is the fastest contact option. Use one channel per request so our team can track your case clearly from start to finish.

3. Why was 5% deducted from my refund?
A 5% administrative refund fee may be deducted when a refund is approved. It is calculated on the ticket value, not on your total order, so the amount returned to your original payment method may be slightly lower than the amount you paid.

Service and processing fees are handled separately and follow different refund rules. For more details, please see the **Understanding Refund Fees** section.

If you believe the 5% fee was applied incorrectly or you are unsure why it was applied, email resolve.my.complaint@platinumlist.net with your order number. Our team will explain the calculation.

4. Are Platinumlist tickets refundable?
Most Platinumlist tickets are non-refundable. You may be able to request a refund in the specific cases covered by the Platinumlist refund policy, for example, if an event is cancelled or postponed, the main artist cancels or fails to perform, or the event date or venue changes significantly.

If you have already requested a refund and want to dispute the decision, email resolve.my.complaint@platinumlist.net with your order number.

5. How long does a Platinumlist refund take?
Once your refund is approved, it is issued according to the applicable refund terms. For standard refunds, the amount is usually returned to the original payment method used for the booking, and the time it takes to appear depends on your bank or card provider.

If your refund is delayed beyond the expected processing time, email resolve.my.complaint@platinumlist.net with your order number so our team can check the status.

6. My refund hasn't arrived - what should I do?
If your refund has not arrived, first check the card, bank account, or wallet linked to the original booking, as refunds are returned according to the applicable refund method.

If your refund has not arrived after the expected processing time, email resolve.my.complaint@platinumlist.net with your order number and ticket number(s). Our team will check the refund status for you.

7. Can I dispute a refund decision?
Yes. If you believe your refund was declined unfairly, calculated incorrectly, or delayed, email resolve.my.complaint@platinumlist.net with your order number and the details of your case.

Our team will review it against the applicable refund policy.

8. What is the Refund Guarantee and how do I claim it?
The Platinumlist Refund Guarantee is an optional add-on that can be purchased with your tickets. It may make you eligible for a refund in some situations that are not covered by the standard refund policy, subject to the separate Refund Guarantee Terms & Conditions:https://platinumlist.net/terms-and-conditions/RG-terms.

To make a claim, email resolve.my.complaint@platinumlist.net with your order number and any relevant supporting details. We will review your request against the Refund Guarantee terms and confirm the outcome.

If you believe a valid claim was not honoured, you can also raise a refund guarantee complaint for further review.

9. What information do I need to provide with my complaint?

When you report an issue or submit a complaint, please include your order or transaction number, ticket number(s), the email address used for the booking, and a brief description of the issue. You can also attach screenshots or supporting documents if relevant.

Providing clear details helps our team review your case faster and respond with the next steps.

10. What if I'm not satisfied with the resolution?
Email resolve.my.complaint@platinumlist.net to request an escalation. Your case will be reviewed by Platinumlist’s top management.

If the issue relates to a refund and the request remains unresolved after review, we will explain the decision clearly and confirm any available next steps.

We will always do our best to review your concern fairly and resolve it directly first.

رجوع

Submit a Complaint

Submit a Complaint

At Platinumlist, we want every customer experience to be a positive one. If something hasn’t gone as expected, our team is here to support you.

This page shows you how to submit a complaint, understand the review process, and raise a refund dispute so your issue can be reviewed quickly and fairly.

How to Submit a Complaint
"You can contact Platinumlist customer service through any of the channels below. If you need to raise a complaint, our support team responds as quickly as possible, usually within 24 to 48 hours.

To submit a complaint to Platinumlist, email resolve.my.complaint@platinumlist.net. Our team will review your complaint and respond as quickly as possible, usually within 24 to 48 hours. Please use only one contact channel per complaint so our team can track your issue from start to finish.

What to Include in Your Complaint
To help us review your issue faster, please have these details ready when you report an issue or submit a complaint to Platinumlist:

Your order or transaction number
Your ticket number(s)
The email address used for the booking
Your full name and phone number
A short description of the issue
Screenshots or supporting documents, if relevant

The more detail you share, the faster our team can review your case, investigate the issue, and respond with the next steps.

What Happens After You Submit a Complaint

Once we receive your complaint, our team follows a clear complaint process. Here’s what you can expect:

Acknowledgement: We confirm that we’ve received your complaint and share a reference number so you can track your case.

Review: Our support team checks the details provided. For complex cases, we may involve the relevant specialist team or event organiser.

Resolution: We aim to resolve most issues in the first response and keep you updated at every step.

Outcome: Once your case is resolved, we confirm the final outcome and any next steps with you.

Refund Complaints & Disputes
Most tickets on Platinumlist are non-refundable. However, you may be able to request a refund in the specific cases covered by our Customer Terms & Conditions:https://platinumlist.net/terms-and-conditions/RG-terms, such as when an event is cancelled or postponed, the main artist cancels or fails to perform, or the date or venue changes significantly.

Refund requests must be submitted in writing within 24 hours of the cancellation or postponement announcement. Approved refunds are issued to the original payment method, unless stated otherwise in the applicable terms.

If you purchased Refund Guarantee, separate eligibility rules apply. See Refund Guarantee Complaints below for more details.

If you have already requested a refund and believe it was handled incorrectly, declined unfairly, or delayed, contact us with your order number so our team can re-check your case. You can also contact us to dispute a refund decision.

Understanding Refund Fees - the 5% Administrative Fee

If your approved refund is lower than the original amount paid, it may be because an administrative fee of up to 5% of the ticket value was applied. This may explain why 5% was deducted from your refund.

Service and processing fees are non-refundable, except where the Refund Guarantee applies, the event was cancelled, or the relevant service was not provided.

If you believe the 5% fee was applied incorrectly, or you are unsure why it was applied, email resolve.my.complaint@platinumlist.net with your order number. Our team will explain the calculation.

Refund Guarantee Complaints

If you purchased the optional Platinumlist Refund Guarantee with your tickets, you may be eligible for a refund under the separate Refund Guarantee Terms & Conditions, including in some situations that may not be covered by the standard refund policy. The Refund Guarantee must be purchased at the time of ticket checkout, cannot be added after the order is completed, and the Refund Guarantee service fee is non-refundable.

If you believe a valid Refund Guarantee claim was not honoured, email resolve.my.complaint@platinumlist.net with your order number and any supporting details. Our team will review your case against the Refund Guarantee terms.

Escalating Your Complaint
If you are not satisfied with the resolution, email resolve.my.complaint@platinumlist.net to escalate your complaint. Your case will be reviewed by Platinumlist’s top management.

If your issue is related to a refund and your refund request remains unresolved after our review, we will explain the decision clearly and confirm any available next steps. We will always do our best to review your concern fairly and resolve it directly first.

Still Need Help? Contact Us
Our Platinumlist support team is here to help. If you still need assistance with your complaint, you can contact us through one of the channels below and we’ll help you resolve your issue as quickly as possible.

WhatsApp: +971 501 408 768
Live Chat: helpcenter.platinumlist.net

Frequently Asked Questions

1. How do I submit a complaint to Platinumlist?
You can submit a complaint to Platinumlist through email: resolve.my.complaint@platinumlist.net to submit a complaint to Platinumlist. Include your order number, ticket number(s), and a short description of the issue. Our team usually responds within 24 to 48 hours.

Please include your order number, ticket number(s), and a short description of the issue so our team can review your case and help you faster.

2. How can I contact Platinumlist customer support?

The fastest way to reach our customer service team is via WhatsApp at +971 501 408 768. You can also use live webchat through our Help Center, available 24/7, or contact us through the Platinumlist app.

For UAE support, WhatsApp is the fastest contact option. Use one channel per request so our team can track your case clearly from start to finish.

3. Why was 5% deducted from my refund?
A 5% administrative refund fee may be deducted when a refund is approved. It is calculated on the ticket value, not on your total order, so the amount returned to your original payment method may be slightly lower than the amount you paid.

Service and processing fees are handled separately and follow different refund rules. For more details, please see the **Understanding Refund Fees** section.

If you believe the 5% fee was applied incorrectly or you are unsure why it was applied, email resolve.my.complaint@platinumlist.net with your order number. Our team will explain the calculation.

4. Are Platinumlist tickets refundable?
Most Platinumlist tickets are non-refundable. You may be able to request a refund in the specific cases covered by the Platinumlist refund policy, for example, if an event is cancelled or postponed, the main artist cancels or fails to perform, or the event date or venue changes significantly.

If you have already requested a refund and want to dispute the decision, email resolve.my.complaint@platinumlist.net with your order number.

5. How long does a Platinumlist refund take?
Once your refund is approved, it is issued according to the applicable refund terms. For standard refunds, the amount is usually returned to the original payment method used for the booking, and the time it takes to appear depends on your bank or card provider.

If your refund is delayed beyond the expected processing time, email resolve.my.complaint@platinumlist.net with your order number so our team can check the status.

6. My refund hasn't arrived - what should I do?
If your refund has not arrived, first check the card, bank account, or wallet linked to the original booking, as refunds are returned according to the applicable refund method.

If your refund has not arrived after the expected processing time, email resolve.my.complaint@platinumlist.net with your order number and ticket number(s). Our team will check the refund status for you.

7. Can I dispute a refund decision?
Yes. If you believe your refund was declined unfairly, calculated incorrectly, or delayed, email resolve.my.complaint@platinumlist.net with your order number and the details of your case.

Our team will review it against the applicable refund policy.

8. What is the Refund Guarantee and how do I claim it?
The Platinumlist Refund Guarantee is an optional add-on that can be purchased with your tickets. It may make you eligible for a refund in some situations that are not covered by the standard refund policy, subject to the separate Refund Guarantee Terms & Conditions:https://platinumlist.net/terms-and-conditions/RG-terms.

To make a claim, email resolve.my.complaint@platinumlist.net with your order number and any relevant supporting details. We will review your request against the Refund Guarantee terms and confirm the outcome.

If you believe a valid claim was not honoured, you can also raise a refund guarantee complaint for further review.

9. What information do I need to provide with my complaint?

When you report an issue or submit a complaint, please include your order or transaction number, ticket number(s), the email address used for the booking, and a brief description of the issue. You can also attach screenshots or supporting documents if relevant.

Providing clear details helps our team review your case faster and respond with the next steps.

10. What if I'm not satisfied with the resolution?
Email resolve.my.complaint@platinumlist.net to request an escalation. Your case will be reviewed by Platinumlist’s top management.

If the issue relates to a refund and the request remains unresolved after review, we will explain the decision clearly and confirm any available next steps.

We will always do our best to review your concern fairly and resolve it directly first.