The player from Germany had experienced withdrawal issues with an online casino. Despite having deposited money from the same account multiple times and providing the necessary documentation, the casino had stated that a withdrawal was not possible. The casino claimed to have transferred the winnings, but they had not appeared in the player's account. We had attempted to investigate the issue and asked the player several questions to clarify the situation. However, due to the lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. The complaint had been rejected for now due to this lack of communication.
Planet 7 Casino - Delay in player's withdrawal process.
Amount: €1,000
Planet 7 Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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5 months ago
Translation
The casino claims that the money has been transferred, but it has not appeared in my account yet. So, I contacted customer service again and they told me that the withdrawal cannot be made to my account. However, I have deposited money several times from this account using my credit card and to request withdrawal, I have submitted all the necessary documents which have been confirmed.
Automatic translation:
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5 months ago
Dear Stippi,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
- Do I understand correctly that your winnings were accumulated from a free bonus entirely?
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
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5 months ago
Dear Stippi,
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.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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