Casino Planet - Player’s struggling to complete the account verification.

3 withdrawals totalling to £650. I spoke to them and went to the site and it said all my documents were good and no further documentation was required. After 2 weeks they emailed saying i need documentation. Sent this to them straight away and heard nothing back. They don’t reply to emails at all and it’ll be coming up to 3 weeks this Friday

Dear Erald,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Not specifically no. I’ve had to submit documentation before to other casinos which took 1 or maximum 2 days. It’s coming up for 3 weeks now at the end of the week. Not advised of any problems at all and the communication has been abysmal from Casino Planet. I’ve given them every piece of documentation

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

Hello Erald!

I will take care of your complaint from now on. I would like to invite Casino Planet's representatives in order to help us resolve the issue.

Hi Martin, they finally paid today after nearly 3 weeks

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.