The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Planetwin365 Casino IT - Player is struggling to complete the account verification.
Amount: €1,634
Planetwin365 Casino IT
Safety Index:Very highSafety Index
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9.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On March 27, 2023 I deposited the sum of 990 euros with my Hype Mastercard account card with the final 8247. I played roulette and managed to win 644 euros. On 28 March 2023 I requested a withdrawal of 1634.80 euros and these gentlemen asked for both a copy of the hype card used to deposit and a copy of the account ownership. Sent all ok.
The problem arises with another request from agent Tamara.
I was also asked for a copy of an imaginary credit card with the ending 9269 which I have never registered on planetwin.
Well with this excuse I have the withdrawal blocked and pending since March 28th.
I'm surprised how it could be possible to ask for a copy of a credit card with the ending 9269 that I don't own and that has never been registered in my profile?
I would not have expected this petty action by Planetwin and with this diabolical ploy they don't want to pay me the winnings of 1,634.80
Beware of this bookmaker
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1 year ago
Dear giovanni113,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hi Petronella,
Thank you for your answer.
Yes, I have sent all the documents requested by Planetwin.
Meanwhile, some news:
Following my complaint, planetwin media says it has approved my withdrawal.
We'll see if the money actually arrives in my account.
Finally I am very sorry for how Planetwin treats customers.
Finally I thank Petronela of casino guru for the support.
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1 year ago
Great news, giovanni113. Thank you for the update. I'm happy that your account was verified successfully. Please keep me informed about any further developments.
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1 year ago
Translation
At the moment the funds have NOT yet arrived in my bank account.
We will see..
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1 year ago
Due to your account being verified just three days ago, and the withdrawal being processed on the same day, it may take some additional time for the casino to complete the transaction and for the funds to be deposited into your account. Please keep me informed of any updates and I will follow up with you again next week. Enjoy the holiday season in the meantime.
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1 year ago
Translation
Hi Petronela, Planetwin paid me.
Thank you for your help. Complaint closed.
Cordial greetings
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1 year ago
Great news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, giovanni113, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
