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Casino delaying three withdrawals for more than 15 days without valid reason

I have been a customer of PlanetOfBets for about 2 years. In the past, my withdrawals (usually between $200–$600) were processed normally without any verification issues.

Recently, I deposited $200 (no bonus, clean deposit). I played mainly baccarat and occasionally small sports bets. I turned the $200 into approximately $2000+. My betting sizes were mostly between $20–$60, occasionally around $200-400. No martingale system, no betting software, no automation — all manual play.

I have already successfully withdrawn $900 (one WebMoney withdrawal and two crypto withdrawals of $300 each). However, three remaining withdrawals ($500, $600, $190) have been stuck in "processing" status for more than 15 days.

Initially, they claimed WebMoney account restrictions, but WebMoney confirmed my account is fully functional. Later, they changed the explanation, stating that "casino provider needs to check the rounds."

I have never been asked for KYC documents since registration. My account remains fully accessible. No bonus was used for baccarat.

This appears to be selective payment behavior. I request the immediate processing of my pending withdrawals.

I can provide full betting history, screenshots, and email correspondence.

Important notice:

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Dear Win6636,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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,

Attila

Dear Attila,

Thank you for your continued assistance.

To provide a clear overview, I would like to summarize the situation in chronological order:

I started using this casino around 2023.

During this period, I deposited via WebMoney and successfully completed multiple withdrawals (in 2023 and 2025). At no point during that time was KYC verification requested.

In February 2026, my withdrawal request of 1059 USD was rejected with the explanation:

"WebMoney error: Restrictions for the customer account."

I contacted WebMoney directly and was informed that my account was functioning normally.

After informing the casino and requesting alternative withdrawal options:

• A 300 USD withdrawal via WebMoney was successfully processed.

• Two additional withdrawals via cryptocurrency were also successfully processed.

Subsequently, my remaining withdrawal requests were delayed again. The explanation provided was:

"Provider review."

Later, I was informed that KYC verification (passport and proof of address) would be required.

I fully understand and accept the necessity of KYC procedures and I am willing to comply.

However, my passport has recently expired, and I have already applied for renewal. The new passport is expected within approximately 15 days, and I will submit all requested documents immediately upon receipt.

At this stage, I would greatly appreciate your assistance in confirming the casino’s official position and whether the withdrawal will proceed once the verification process has been successfully completed.

Thank you again for your support.

Best regards,

Win6636

Dear Attila,

I would like to provide a clarification regarding the withdrawal amounts.

Due to multiple delayed withdrawal requests, I initially did not clearly recall the exact figures. The casino has now reversed all pending withdrawals back to my account balance.

The current and accurate account balance is 1,494.36 USD, which includes an additional 200 USD withdrawal request that was also reversed.

I apologize for any confusion caused and would like to ensure full transparency regarding the exact amount currently held in my account.

Thank you for your assistance.

Win6636

Dear Attila,

For transparency, I would like to provide two screenshots of my account interface taken at different times.

The first screenshot (balance 4.36 USD) was taken while my withdrawal requests were still pending. At that time, there was no visible verification upload section in my account panel.

The second screenshot (balance 1,494.36 USD) was taken after all withdrawal requests were reversed back to my account. At this point, the verification section became available.

I am sharing these purely to document the timeline of events and ensure full clarity regarding the sequence of actions on my account.

Thank you for your continued assistance.

Dear Win6636, thank you for your response. I would like to confirm if I understand correctly that the delay in withdrawals is due to your gameplay at the casino currently being under review? If that is the case, has the casino provided any timeline regarding the investigation?

Dear Attila,

Thank you for your assistance.

The casino informed me that the withdrawal was rejected pending verification requirements from the regulator. I have been asked to submit identity and address verification documents, and I am currently in the process of providing the requested documents within the specified timeframe.

As of now, I have not been given a specific timeline for completion of the review. I am cooperating fully and waiting for the verification process to be completed.

I will keep this complaint updated as soon as there is any progress.

Thank you for your support.

Win6636

Dear Win6636,

Thank you very much for your reply.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you received any communication indicating the status of your latest document submission?

Thank you in advance for your response.

Dear Attila,

Thank you for your follow-up.

I provided the requested verification documents to the casino’s security department by email on March 3, 2026. The documents submitted were:

• A copy of my valid passport (proof of identity)

• An electricity bill as proof of address, together with its English translation

Both documents were sent on the same day, March 3, 2026.

So far, I have not received any confirmation or update from the casino regarding the status of the verification. I am currently waiting for their response.

Thank you for your assistance.

Best regards,

Win6636

Dear Win6636, thank you for your response.

Could you please forward the documents you provided to the casino for verification? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Attila,

Thank you for your assistance.

I have just forwarded the email and documents that I previously sent to the casino’s security department on March 3, 2026 to your email address.

Best regards,

Win6636

Dear Win6636,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Win6636,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Planet Of Bets Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana and Attila,

Thank you for your support. I confirm that I have provided all requested documents and I am ready to cooperate if anything further is needed.

Best regards

We would like to ask the casino 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana