The player from Russia had his latest withdrawal canceled and was asked for identity verification and a video. Despite providing all required documents and the video, the verification process took nearly three weeks, exceeding the casino's 5-day maximum period, and he still couldn't withdraw his money. The issue was resolved after the player confirmed that the money had been paid. The complaint was marked as resolved.
Planet Of Bets Casino - Player’s withdrawal has been delayed.
Amount: 6,500 руб
Planet Of Bets 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I registered my account a long time ago and have been playing on it for a while. I’ve made deposits and withdrawals without any issues. My latest withdrawal was canceled, and the casino requested identity verification. All documents were provided and verified. After that, the casino asked me to record a video, something I’ve never encountered before, but I sent the video. According to the casino's rules, the maximum verification period is 5 days. It’s been almost 3 weeks now, and I still can’t withdraw my money. The casino is deliberately keeping my money.
Automatic translation:
Public
Public
2 months ago
Dear djak1987,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise what types of games you played? Were they slots, live casino games, or did you participate in sports betting?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with the casino regarding your verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 months ago
Translation
I have been playing in casinos for a long time and betting on sports, recently betting on sports.
There were no bonuses, my account is over 3 years old, there have never been any problems.
The casino's answer is to wait for verification, which lasts a maximum of 5 days. It's been 3 weeks since my last withdrawal request. All documents and videos have been verified and provided.
Automatic translation:
Public
Public
2 months ago
Translation
The money has been paid. The complaint can be closed.
Automatic translation:
Public
Public
2 months ago
Dear djak1987,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
