Casino Planet - Player's withdrawal has been delayed.

Hi I have had an issue with trying to make a withdrawal from casino planet. I was playing fine and spending a lot of money but when I went to make a withdrawal Iv had every sort of verification request sent for me to fill out. I have done everything they have asked except now they want proof of income which I have supplied and waiting for a response. Now can you tell me if they are not happy with my spending as it may be seen as over spending Will they close my account and take my winnings that I have accumulated? Are they allowed to confiscate this money? I don’t want time send them bank statements just yet as I feel they will have a negative affect to getting my money back. I don’t want to use there service anymore let alone any other casino service again I just want my money back. If you can please advice me on wether they can withhold my money for any reason that would be great thanks. My account is fully verified as they have told me it is just proof of income. 

Thanks

Dear Ben,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Ben,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi I still haven’t heard anything from casino planet, I have done some research on reviews and a lot of people find themselves in the same position and more often then not people are saying that they had an email from them saying that they’ve determined they have a gambling problem and closed there account and confiscated there winnings. How can I avoid this happening before it possibly happens to me?

Dear Ben,

Could you please advise if you have provided all the requested personal documents, including Proof of Income, to verify your casino account?

If you have never mentioned a gambling problem or requested a self-exclusion you shouldn't worry about your account being closed for this reason.

yes I have provided everything they have asked for.

so are you saying that if you mentioned you have a gambling problem which I haven’t, they can take your money?

No, they can't take your money. They can close your account and pay your remaining balance.

I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you. So if the money i want to withdraw Is winnings from money I have deposited, can they still not keep that? Also if this goes on and on without any response from casino planet, do you guys then contact them?

Hello Ben,

I looked at your complaint and will do my best to help you. I would like to invite Casino Planet into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thanks. My main concern is reading a lot of reviews about people losing money for no reason on casino planet. Also the fact that I could not provide pay slips as I do not receive them, so the I had to get my boss to sign a letter stating my wage and employment etc, this worries me that they will use this as an excuse not to pay me. I only want this money as I become self employed as of next week and I have had alot of unforeseen expenses. I am more then happy for them to close my account after I get my money released to me. Thanks

Hi is this a normal time frame of how long it takes to be verified? I’d say it has been well over a month now

Dear Ben,

no, this is not a normal time frame for verification. But it's hard to say what is the normal time frame because it's affected by many factors, let's wait for the Casino's answer.

Dear Ben,

if Casino fails to answer in a set time frame I'll give them additional 7 days but if they fail nevertheless, I'll be forced to close this complaint as unresolved and their rating will be affected in a negative meaning.

Hi Ben,  

Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.  

Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.  

The Documentation that you provided is currently being reviewed by the relevant department, we will contact you as soo as an update is provided.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.  

Regards,

Casino Planet Team

Hi Ben,

Kindly be informed that we are in the still waiting an update from the relevant team in regards to your case. Rest assured that we are working tirelessly in order to resolve the issue.

Do not hesitate to contact us if you have any other queries. 

Regards,

Casino Planet Team 

Hi Ben,

We sent you an e-mail on the 7th of December requesting Documentation, I would like to thank you for the swift reply in providing the documents, we have forwarded them to the relevant department to review accordingly.

We will contact you once they have an update.

Regards,

Casino Planet

Hi Ben,

Kindly be informed that we are awaiting an update from the team handling you case. We have escalated your case and are treating it as priority. Rest assured that we are working tirelessly in order to resolve the issue.

Regards,

Casino Planet Team

Dear Casino,

It's been already a month and you didn't give us any explanation. Please, investigate this case with the highest priority and let us know the result.

Thanks viliam. I am getting a serious lack of communication with this casino over the issue. I just cannot work out what would be an issue with this verification as i believe the majority of players would be in the same boat as me. Would find it hard to believe they treat all there customers like this.

Hi benerickson10,

Kindly note that we have received the documents which we requested today the 24th of December 2021. We have forwarded these documents to the team handling your case in order to resolve the issue swiftly as possible.

Once we have an update we'll contact you accordingly.

Regards,

Casino Planet

Hi benerickson10,

Kindly note that on the 31st of December 2021 we sent you an e-mail requesting a particular document and we can see that you have sent it on the 1st of January 2022. Unfortunately due to the file not being in PDF Format we are unable to access it accordingly. Can you kindly send the Document in PDF Format so that we can forward it to the team handling your case in order to resolve your case please ?

Regards,

Casino Planet Team

Document has been sent. Thanks

Hi benerickson10,

We can see that the team handling your case had requested further documentation on the 12th of January and was provided from your side on the 13th of January.

These Documents are currently being reviewed accordingly. Once there is an update we’ll contact you with all the necessary information provided.

Thanks and Regards,

Casino Planet Team

Come on guys this really shouldn’t take this long.

Hi benerickson10

We are awaiting an update from the team handling your case imminently. The moment they do we will contact you immediately. 

Understanding your Frustration we would like to apologies for the delay in your case, should you have any other queries do not hesitate to contact us.

Regards,

Casino Planet Team

We would like to ask the Casino Planet to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi viliam can you please advise me on what pathway I take if this is not resolved? Is there some sort of authority that monitors casinos scamming customers?

if this complaint will be closed as unresolved you can contact Malta gaming authority here: https://www.mga.org.mt/support/online-gaming-support/

Hi benerickson10,

Kindly note we have received the documents which were requested yesterday the 26th of January 2022. We have forwarded these docs to the team handling your case. Once they review them we will update you accordingly.

Regards,

Casino Planet Team

Dear Casino Planet,

I've extended the timer on 25.1.2022 for the last time for 7 days. I've also informed the affiliate manager (Roque) that this is not acceptable that you are investigating the case for almost three months without any relevant explanation. So now I will extend the timer for the remaining 5 days. We are expecting an explanation and a solution. Otherwise, this case will be closed as unresolved and the player is welcome to contact the Malta gaming authority.

Hi benerickson10, 

Kindly note that your Documentation has been verified and we are happy to announce that your account has now been re-opened accordingly. 

Should you have any other queries do not hesitate to contact us, we are more than happy to help.

Regards,

Casino Planet Team

Dear benerickson10, 

try to ask for withdrawal and let me know about your progress, please.

Hi benerickson10, 

Kindly note that earlier today we sent you an e-mail regarding your Withdrawal funds. The funds were returned back onto your account and were played by yourself accordingly. 

Should you have any other Queries do not hesitate to contact us. 

Regards,

Casino Planet Team

Dear benerickson10, 

can you confirm the Casino's statement?

Yes

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.