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Good evening!!

I made a deposit at SLOT PLANET without any issues, then I went to play Aviator. I won and tried to withdraw my winnings but it took a while for my proof of residence to be accepted. Now, my withdrawal request has been pending for 48 hours. I complained to their support team and asked for my money but they ended up closing my account. I'm struggling to resolve this issue, can anyone help me?

Boa noite !!

eu fiz um depósito na SLOT PLANET super tranquilo, aí fui jogar Aviator. Ganhei e fui sacar meu comprovante de residência demorou ser aceito por mim foi. Eu tentei fazer o saque do valor e está pendente 48 horas. Eu fui no suporte reclamar com ele e falei q queria meu dinheiro eles encerraram minha conta. Não estou conseguindo resolver meu problema, alguém pode me ajudar ?

Hello barbeeeirotiano,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slot Planet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they explain the account closure?

Looking forward to your answer.

Regards,

Nick

Every day I talk to them at support. My account is new, it must have been two weeks old, my earnings were real money.

they said my account was closed because I said "I want my money". Then now that I contact them they say who my account is warning my account and there is no prediction of when it will return that I will send me an answer by email.

Todo dia eu falo com eles no suporte. Minha conta ela é nova deve ter duas semanas, meus ganhos foi com dinheiro real mesmo.

eles falaram q minha conta foi encerrada porque eu falei " quero meu dinheiro ". Aí agora q entro em contato com eles dizem quem minha conta estão avisando minha conta e não tem previsão de quando irá voltar q vou me enviar uma resposta por e-mail.

Hello barbeeeirotiano,

Did you ever receive any confirmation of the successful verification? Since when exactly is your account closed? Could you please forward any kind of communication between you and the casino to nikolas.b@casino.guru?

Please keep in mind that verification process along with withdrawal process may take up to 14 days and it is a common procedure that the casino block the player's account until the verification is fully processed.

Regards,

Nick

Dear barbeeeirotiano,

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.