Planet 7 Casino - Player is struggling to complete account verification.

i have had a Withdraw able Balance with this casino now for months now and I have completed everything i had to but when i try to verify y account I cant anyone to reply to let me know whats up with my winnings. I have called and emailed over and over again not a peep.

i have sent in my papers and just have gotten 5 or 6 different ticket numbers.

i just want my $45 i have won fair

Dear beauitfulnightmare,

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 informed what specifically seems to be a problem in verifying your account? Could you please advise how many weeks ago you requested a withdrawal and started the account verification?

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

I understand that and i understand there might be a wait but 1. i sent in my first email Oct 3,2022 and 2nd i would understand more if they had any respect and could atleast email me and tell me what the hold up is BUT instead i have gotten nothing not a word from them..

i have emailed and emailed and have gotten back the auto reply that stats they got my email and someone will be in touch please dont reply to this email. WHEN I ALL it rings once and hangs up.............

all this over and over.

Thank you very much, beauitfulnightmare, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.  

Dear beauitfulnightmare,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Planet 7 Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I had your documents reviewed and it appears your ID is about to expire beauitfulnightmare, everything else appeared fine. Perhaps you have a passport with a later expiration date?

Regarding any potential withdrawal we have few other issues, beginning with your current playable balance. The minimum amount for withdrawal from the casino is $100, your current balance is $45.

Additionally the terms and conditions of the casino only allow one account per player per household, also the rules of the casino and the bonuses themselves state that only one free bonus is valid between cash deposits. In this situation we have 5 free bonuses played in 3 different active accounts with no cash deposits in any of these accounts.

Unfortunately none of the available funds would be eligible for withdrawal.

Best wishes,

Nick and Planet 7

Dear beauitfulnightmare,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan