Planet Spin Casino - Player is delayed in receiving their withdrawal.

Hello Casino Gurus!

I signed up to Planetspin and claimed a casino welcome bonus and finished the wagering with a positive balance. I requested a withdrawal and then received an e-mail to upload a selfy with passport document on July 31st which is when I uploaded the document extra document.

Since that moment the casino went silent. I tried sending a new E-mail but no answer. Chat is available but not helpful as they always say they will pass the message along but I never hear back.

I hope we can finally get this win paid as that is my goal here and really hope this forum helps!

thank you!

I guess it's safe to say I lost my money on a scam casino. How do these Casinos get away with this. it's literally theft.

Dear Caramel79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have lost the funds you wanted to withdraw?

If you did, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Please, let me know if there is anything else I can help you with, otherwise, I will close this complaint.

Thank you very much in advance for your reply.

Best regards,

Kristina

No, I made that statement because they have not yet replied to this complaint. My funds still appear as a pending withdrawal on the Casino.

Thank you for your reply, Caramel79. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you received any confirmation regarding successful verification in the meantime?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance.

I have attahed two separate screenshots of e-mails to planetspin.

Could you please confirm that you provided all the required documents in the correct format? Also, please post a screenshot of your withdrawal history here in this thread.

Hi Kristina.

I have uploaded all the required documents. If their was an issue I wouldn't know as they do not respond.

I have uploaded my withdraw screenshot.

Thank you very much, Caramel79, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Caramel79 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Planet Spin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

Hello Peter, I tried logging in today to see if I can speak to someone in chat but my account has been locked. It seems to be an illegal casino of some sort stealing peoples money. I wish there was legal action to take but I guess these scum bags get away with my money.

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. The casino currently operates without a valid license due to policy changes and doesn't refer to any ADR service, therefore, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter