The player from France had requested a withdrawal two weeks prior after winning 2700 euros, having adhered to all bonus rules. Despite having received initial congratulations from the finance department, the withdrawal had not been validated as promised. The player had a pending withdrawal balance of 1500 euros and a balance of 500 euros. The finance department had stopped responding to his inquiries since 09/11/2023. After the player's complaint was taken over by a new member of the Complaints Team, the casino had been invited to explain their side of the situation. The casino then processed the payout and the player confirmed receipt of the last 500 euros, thus resolving the issue.
Planet Spin Casino - Player's withdrawal is being delayed.
Amount: €1,500
Planet Spin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
I made a deposit with a 100% bonus of 30 euros, and had my account validated by the finance department. I adhered to all the bonus rules, and was fortunate enough to win 2700 euros on Dead or Alive 2, by betting 9 cents. The finance department congratulated me on my winnings, but the withdrawal was never validated as promised. I now find myself with a pending withdrawal balance of 1500 euros and a balance of 500 euros. The withdrawals are limited to 1500 euros per week and 6000 euros per month. Since Thursday 09/11/2023, the finance department has not been replying to my inquiries. I would like to be able to benefit from the winnings that I have earned. The casino may be experiencing some issues at the moment, but they could have communicated why it's taking so long for my withdrawal to be processed. I have attached all the contacts that I have had with the casino 
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5 months ago
Dear Alexandre66,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that the oldest withdrawal request has been pending since October?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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5 months ago
Translation
Have you ever made any successful withdrawals?
no first registration without problem accepts French player. The casino and even reference in France
Do I understand correctly that the oldest withdrawal request has been pending since October?
during my first withdrawal request, the back of my bank card and the bank's bank rib were missing, following the sending of the document, the finance department told me that the account was validated and the first withdrawal of 1500 euros would be processed within 2 working days, following several requests to support the withdrawal is still pending, support responded to me normally this week and congratulated me again on my winnings since then, no more news from the casino, I I was lucky to win 2700 euros with 9ct spin dice, but since the withdrawal request took a while I went down to 2000 euros and stopped playing, the last exchange with the casino I will tell you send to the address indicated, I sincerely hope that planetspin will react and that the finance department pays but gains
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5 months ago
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To inform you that Planetspincasino responded and had a problem with the payment system, they promise to pay me very soon. I will keep you informed as soon as the payment has been sent to note resolved
Kind regards, Alexandre
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5 months ago
Thank you for your reply, Alexandre66. Alright, let's give it a few more days. I will keep this complaint open and if there’s no development, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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5 months ago
Translation
Good morning ,
to inform you that planetspin is holding its commitment, he paid me 1000 euros received today, the other 500 will be paid next week
once the 500 euro I will not fail to thank you and thank Planetspincasino for swallowing respect the payment as promised thank you
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5 months ago
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The casino did not keep this promise, they did not pay me the 500 euros, they validated the 1500 euros, they promised the payment of the last 500 euros this week, can you intervene so that they pay me the last 500 euros as promised THANKS
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5 months ago
Do I understand correctly that the withdrawal request for €500 is still pending in your casino account? Could you please post a screenshot of your latest withdrawal/transaction history here in this thread?
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5 months ago
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Hello here is the capture
the finance department paid me 1000 euros, and had to pay the last 500 last week they validated the complete withdrawal without paying the whole thing so 500 euros are missing, it's not nothingAutomatic translation:
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5 months ago
Thank you very much, Alexandre66, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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5 months ago
Hello, Alexandre66!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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5 months ago
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Good morning ,
thank you the casino no longer responds as if the support was absent for subscribers nor the finance department, I would also like the casino to come and explain their reason for non-payment and the promises which were not respected, hope that planetspin responds and that an explanation is provided given I therefore invite you to the guest to come and express yourself, in all I thank you for helping me infinitely thank you to casino guru and their speaker 😊
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5 months ago
Alexandre66, I have received a response from the casino, stating that the payout has been processed today. Please, let me know as soon as you will receive it!
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5 months ago
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Hello ,
yes the casino replied to me that the payment was sent today, as soon as the payment was received, you would be notified I would not fail to thank planetspin casino for respecting the payments despite the late payment, and so casino guru once the transfer is received we will be able to close the complaint, planet spin will respect the payments, I will keep you informed as soon as I receive the 500 euro
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5 months ago
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New ,
thank you to casino guru and planetspin I received the last 500 euros, you can close the complaint as resolved thank you again happy end of year celebration
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5 months ago
Dear Alexandre66,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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