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Hello, I have been playing and winning regularly in sports, and I have been trying to withdraw for two weeks. Initially, my withdrawals were accepted, but now they have asked me for a residency certificate. I find this absurd because they were paying out some of my winnings before, and then they suddenly ask for additional documents. Fortunately, I already had the certificate because Betclic had asked for it a few months ago. I sent it to them, and they have made up that they can't read the QR code. I tried to scan it with my phone and it leads me to the Italian registry website, but they claim that they can't read it and want to send me to the post office to get another SPID, spending an entire day there wasting time and money. I explained to them that they just need to zoom into the photo I sent, but so far nothing has happened. This whole situation is outrageous.

salve ho giocato e vinto regolarmente allo sport, e sto provando a prelevare da due settimane, prima mi accettavano i prelievi ora mi hanno chesto il certificato di residenza che mi sembra una cosa assurda perche prima mi pagano alcune vincite e poi si svegliano che volgiono altri documenti detto questo io fortunatamente gia ce l'avevo perche me l'aveva chiesto qualche mese fa betclic, glielo inviato e in pratica si sono inventati che non si legge il qcode, ho provato ad inquadrarlo col mio telefono e mi manda sul sito del anagrafe italiana loro invece si sono inventati che non riescono a leggerlo e vogliono mandarmi in posta a fare un altro spid e passare un giorni li a spendere tempo e soldi , gli ho spiegato che basta che zoomano la foto che gli ho inviato ma per ora ancora nulla, tutto cio è osceno

Dear alessiobet,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Planetwin365 Casino IT.

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 take KYC lightly.

Often, online casinos might require additional documentation when a certain threshold of deposits or withdrawals is reached.

Could you please forward me the document you submitted to the casino and the subsequent communication you received from the casino? My email is tomas@casino.guru

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

Best regards,

Tomas

I repeat, I sent a certificate with scannable qcode and they say they can't read it, I personally tried it with my mobile phone and it works fine

ripeto ho inviato un certificato con qcode scannerizzabile e dicono che non riescono a leggerlo, io personalmente ho provato col mio telefonino e va benissimo

Before we contact the casino, kindly send me the document with the QR code as it was submitted to the casino and the casino's response. I apologize for the inconvenience. It'll help us to have a better picture of the situation when assisting you with your complaint. Send this information to my mail at tomas@casino.guru

I just forwarded to you what I sent to the casino

vi ho appena inoltrato cio che ho inviato al casino

Here is the response to the email I sent you:

Dear ALESSIO,

Thank you for uploading the requested documents, unfortunately we cannot proceed with the verification as

- the QR code on the document sent is not readable. Please send us a residence certificate issued by the registry office at the Municipality or downloaded online with SPID. It is possible to enter the municipality and/or registry sites to collect the certificates online for free via SPID access https://www.anagrafenazionale.interno.it/servizi-al-cittadino -

You can upload the document in color and with all edges clearly visible, directly to your gaming account. Access the Omino option and Verify your account via the Documents session.

We thank you for your cooperation.

Best regards,

ecco la risposta al email che vi ho inviato:

Gentile ALESSIO,

Grazie per aver caricato i documenti richiesti, purtroppo pero' non possiamo procedere con la verifica in quanto

- il codice Qr sul doucmento inviato non e' leggibile. La prego di inviarci un certificato di residenza rilasciato dall'Ufficio anagrafe presso il Comune o scaricato online con SPID. E' possibile entrare nei siti del comune e/o anagrafe per ritirare i certificati online in maniera gratuita tramite accesso con SPID https://www.anagrafenazionale.interno.it/servizi-al-cittadino -

Può caricare il documento a colori e con tutti i bordi ben visibili, direttamente sul Suo conto gioco. Acceda all'opzione Omino e Verifichi il conto tramite la sessione Documenti.

La ringraziamo per la collaborazione.

Cordiali saluti,

they can't read a qcode and so I have to go to the municipality and spend money and time? in all this they also approved some of the requested withdrawals

I've been seeing some crazy stuff on this site lately and I'm starting to seriously worry about what they might do to me

I feel anything but protected from this mess, please help me

non riescono a leggere un qcode e io per cio devo andare in comune e spendere soldi e tempo? in tutto cio mi hanno approvato pure alcuni prelievi di quelli richiesti

sto vedendo robe da matti su sto sito ultimamente e inizio a preoccuparmi seriamente di cosa potrebbero farmi

mi sento tutt'altro che tutelato da questo casino, vi prego di aiutarmi

I apologize but it seems we have an issue receiving emails from the email provider you used. Could you please send me the emails from a different email provider, such as gmail.com, proton.me, or any other you prefer? I apologize for the inconvenience.

Dear alessiobet,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.