Planetwin365 Casino IT - Player’s account gets suspended after withdrawal request.

Hello, yesterday I made a withdrawal of €227 on Planetwin365. After 24 hours, the withdrawal hasn't been processed and they suspended my account due to article 14. I don't understand what happened... I have always used my own card registered in my name.

Dear Serenni73,

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.

Did you accumulate your winnings with or without an active bonus?

When was the last time you communicated with the casino?

Has the casino specified which rules of Article 14 you have allegedly breached? Please forward me the emails you exchanged with the casino after your account was blocked at dominika.l@casino.guru.

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

Dominika

Hello, first of all thank you for accepting this case. The win was made with a recharged balance and I won on a poker table. I had also withdrawn a week before without any problem. I had contacted the site a few half hours before and they reassured me that everything was fine but due to too many withdrawal requests being processed manually it was a bit late in processing the withdrawal.

I called them and they don't even know what art. 14 of their contract is... I don't understand what happened, it's absurd. The suspension can last up to 180 days, and after this time what happens?

Dear Serenni73, do you have any updates regarding the account suspension?

Have you been able to find out more about Article 14 from the casino?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Good morning, I still don't know why the suspension. This week I received emails where they ask me for a series of documents to send via email associated with the account or directly from the site, the problem is that the site doesn't allow it since it's blocked and not even via email because the email associated with my account is incorrect... I asked for an email change and I still haven't received any response or even sent a PEC. If this isn't resolved first I can't do anything

Dear Serenni73, is your casino account still suspended?

Yes, I was told that it was closed.. but there is still no trace of the money I have in the account

Thank you very much, Serenni73, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Thank you, I hope so too, to date despite the many PECs sent with everything they asked for attached I have not received anything

Dear Serenni73,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Planetwin365 Casino IT representative to join this conversation.

Dear Planetwin365 Casino IT,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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.

Finally after many PEC and emails sent, I was given access to the site and I was able to make the withdrawal again which was paid to me, I also want to thank you

Dear Serenni73,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru