Planet Spin Casino - Player's account is disabled, restricting login.

I am not able to log in. Getting "Login error Your stall disabled"

This happened after I registered and deposited money to the casino.

Dear Teruel90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Planet Spin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted casino support at support@planetspin.casino and asked for assistance?
• How did the casino respond?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

YES, I have contacted casino support at support@planetspin.casino and asked for assistance.

The casino does not respond?

Communication are forwarded to you, tomas@casino.guru

Regards

Teruel

Thank you very much, Teruel90, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Teruel90,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Planet Spin Casino team,

Could you please look into the complainant's issue and provide us with an explanation of his situation in more detail? Why has his account been disabled and what happened with his deposit? Should he expect a refund?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear Teruel90,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend contacting the gaming authority that regulates the casino (Curacao eGaming) and submitting a complaint directly to the regulator. It is possible to file a complaint via the license validator (clicking on the license validator logo on the casino website) and use a "File a Complaint with CEG" button. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. In case of any questions or news regarding your issue, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru

Greetings all,

After some time, we decided to reopen the complaint based on the update received from the casino.

"Hello Branislav,

We apologize for the delay in resolving the issue with our website updates. We have now addressed the internal issues and everything is running smoothly. Your player can start playing immediately.

If the player prefers a refund instead of playing, please instruct them to send an email to support@planetspin.casino. We will proceed with the refund promptly.

Thank you for your understanding and patience."

Dear Teruel90,

What is your decision regarding your account at the casino and your balance?

Please, let me know how you decide and in case you would like the casino to refund your disputed funds, I can wait until it is completely processed/refunded.

If you decide to start/continue playing, please check your casino account and confirm it is fully accessible, and the case will be closed as resolved.

Looking forward to hearing from you.

Dear Teruel90,

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.

I recieved this email from them yesterday,

I have sent what they requested also confirming my address and token.

Lets see if they pay out.

Hello L-Genorr,

In order to confirm your account you need to send us a proof of address less than 3 months (not bank statement)

It can be phone bill, electricity, internet etc...

and can you please confirm us the wallet address and the crypto currency

Regards, 

--

Cordialement,

https://www.planetspincasino.com

Great, Teruel90, thank you very much for the update, and I am sorry for the delay.

So, if I understand correctly, you are not interested in playing at the casino, and you would like to withdraw the unused deposited funds, right?

I think once your account is verified and you receive confirmation that your account has been restored, you will likely need to log into the account and request a withdrawal of those funds (if you were not informed that they would process it manually).

Provided that you successfully confirm your account, it should be only a matter of time until your casino account is restored and/or a withdrawal/refund is completely processed.

Can you please inform us about an update? Is there any news or progress?

Hi i have still not recieved my withdrawl my account should be fully verified by now as i have sent the documents they requested weeks ago.

But as always they just talk and not pay out

What information did you get from the casino? Did they confirm the refund will be processed manually by them, or should you request a withdrawal of your deposit in your casino account?

My withdrawl is still pendning i contacted support on monay the last time and they said they will pay out.

They already recieved all documentation they asked for.

They simply are just dragging this out on purpose.

Alright, I understand. Thank you for the update.

So, let's now wait until the refund is completely processed and the funds are credited to your payment method.

It usually takes a few business days to process a withdrawal, and it does not depend only on the casino. I believe you will receive the payment soon.

Please let me know once you receive the payment or about an update.

Looking forward to hearing good news from you soon.

okey lets see if they keep their word.

what a way to run their business otherwise

Dear Teruel90,

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.

they have still not payed out my money even though they said they will weeks ago.

Thank you for the update.

Dear Planet Spin Casino Team,

Can you please provide us with the status of the player's withdrawal/refund? When will it be completely processed? What is the estimated time frame for the payment to be credited to the player's payment method?

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.

Dear Teruel90,

The casino has not contacted me back at all until now, nor outside the thread. I will be forced to close the complaint as unresolved again. However, before I do it, can you please provide me with an update? Is there any progress on your issue? Has the withdrawal/refund already been made? Is there any news?

No more news.

They lied about paying out my money.

Asked me to send all those documents for nothing.

This is an untrustworthy casino please make everyone else know so they dont loose their money like i did.

Alright, Teruel90. Thank you for the update.

I am sincerely sorry I was not able to help you more, and that we basically reopened the complaint unnecessarily.

So, I am closing the complaint again as unresolved, with a negative impact on the casino's rating/safety index.

Since I already provided you with instructions for submitting a complaint to the regulator earlier in this thread, I will not repeat myself. However, I recommend you do it. The casino informed us that the funds were credited to your casino account balance, and you can use it or request a refund, and as you claimed, you were informed that the refund should be processed upon providing the requested details and documents, which you did. Therefore, it seems there was a mistake on the casino's end, and currently, they are holding your money unjustifiably. In such a case, the regulator should be able to push them a bit and/or speed the process up if there is no other justified reason for not processing the refund.

Of course, feel free to let me know if you receive the funds. You can do it by requesting reopening the complaint or via email (branislav.b@casino.guru).

I believe your issue will be resolved soon.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the player, the complaint was updated to successfully resolved.

"Hi Branislav,

Yes, I finally received my money after months of waiting.

Thank you for all the help i don't think they would have paid it out if it was not for you.

Thank you!"