Casino Planet - Player’s withdrawals have been delayed.

I have deposited around £400-£600 on this casino and never got asked for any verification. As soon as I won which was £2200 in different amounts they asked for verification after 5 days of me withdrawing. I then sent in 10’s of different forms of verification which took 30 days to verify my account. This casino has blocked my account and claimed I have self excluded however I haven’t done that as I am still waiting for my winnings. It has been over 12 days since they verified the account and told me by email they are processing the withdrawal. I still have not seen the money. I have been in touch with them many times by email as I can’t go on live chat with them or ring them. They take 4 days to reply and the reply’s are never helpful. I have now been missing this money for 40+ days and it would help as it’s been a tough year.

Dear Britthow22,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payments are still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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

Best regards,

Petronela

Hi my account has been blocked by the casino however I haven’t put a block on the account my self so I am unable to log in to check the withdrawals. The winnings was won with my own balance I didn’t use any bonuses and I also haven’t withdrawn any winnings in the past.

many thanks

Thank you very much, Britthow22, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thankyou very much

I have also sent an email complaining to the casinos complaint team where I haven’t heard anything back from them.

i Originally deposited from a PayPal that I share with my family member however it isn’t in my name. The casino then asked me to fill out a form to verify that I am able to use the PayPal account which my family member and I did. They then verified the account stating the withdrawal will be processed and be in my account. I have now just had an email stating I won’t be getting the amount I won as it was with a payment method not in my name however they had already verified that. It has taken them 50 days to say this to me and are now saying I will just get the originally deposits back which I know I won’t as it has already taken this amount of time. Such a joke this casino.

They stated i have breached the terms and conditions by depositing with that payment method however they have breached there own by taking 50 days to process a withdrawal when it doesn’t state that on their terms and conditions.

Dear Britthow22,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Casino Planet to join this thread and provide clarification on Britthow22’s case.

Dear Britthow22,

We have reviewed your account and as you mentioned the relevant department have contacted you on the 06/09/2021 to provide you with an update on your winnings.

Due to a breach in our Terms and Conditions the winnings have been voided and your deposit has been returned to your Casino account.

We invite you to read our bonus's terms and conditions:

https://CasinoPlanet.com/en/termsandconditions specifically clauses number 8.5, 12.1.1 & 14.

Since your account is currently blocked we are now in touch with the relevant department so they can provide us with information regarding the process of withdrawing the funds on your account.

Once we have an update from the relevant department we will get in touch with you immediately.

In the meantime if you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Planet Team

I just want to know why you verified the account and the payment method around 17 days ago but then didn’t process the withdrawal. It’s not right how you make people wait 50 days for there money.

Thank you, Casino Planet team, for the reply.

Could you please also specify the reason why Britthow22 was asked to fill out a form to verify she was allowed to use the PayPal account and why was she informed that her account had been verified and the withdrawal would be processed (and only then her winnings were confiscated)?

We believe that cases like this should be judged separately. In this case, it’s clear that the use of the PayPal account was not connected to fraud or attempted fraud.

Dear Andrej,

Since the PayPal payment method was not in the players name we requested for the player to complete a Declaration Form to confirm that consent has been given to the player to use this payment method on behalf of the third party. This is to to avoid any suspicion of fraud or theft.

As per our Terms and Conditions using a Third Party Payment method is not allowed as stated in clause 8.5.

Therefore, any winnings have been voided and the deposit returned to the player's account in order to be withdrawn.

We are currently in the process to confirm how the player should request the withdrawal since her account is blocked and an update will be provided soon.

Should you have an further queries, please do not hesitate to contact us back.

Kind regards,

Casino Planet Team

i submitted the documentation 20+ days so you knew all the time about the PayPal method so why has it taken that long to decide it

And also your terms and conditions don’t state it takes 50+ days to process the withdrawals and verify the account which it has taken. Therefore you’ve also breached your conditions

Dear Britthow22,

Since a third party payment method was used on your account this can unfortunately delay the verification process as more documents would be required on the account.

Please note all your deposits have been refunded back to the Paypal payment that was used to deposit on your account.

Should you have any further queries, please do not hesitate to contact us.

Regards,

Casino Planet Team

Where does it state that?

Thank you, Casino Planet team, for providing the explanation.

Dear Britthow22,

I found this in the Terms and Conditions:

"8.5. In relation to deposits and withdrawals of funds into and from Your Account, you shall only use such debit cards and other financial instruments that are valid and lawfully belong to you."

Unfortunately, depositing via a third-party payment method is prohibited in most online casinos. When playing in any online casino, you should always only use payment methods held in your own name. You can read more about our position on situations like this as well as other recommendations for players in our Fair gambling codex.

That being said, we are rejecting this complaint as ‘unjustified’. I’m truly sorry I can’t be of more help.