The player from Italy had his account suspended on July 25th, 2023, by Planetwin365 who had cited a violation of their regulations. The player, who had accumulated his winnings through sports betting and poker using bonuses, was awaiting the completion of the 180-day checking period and wanted to regain account access. We had attempted to communicate with the casino on the player's behalf but received no response. The complaint had been marked as 'unresolved' due to the lack of cooperation from the casino. We had advised the player to contact the ADM (Italian Gaming Authority) for further assistance.
Planetwin365 Casino IT - Player’s account has been suspended.
Black points: 459
Amount: €1,700
Planetwin365 Casino IT
Safety Index:Very highSafety Index
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9.6
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
9 months ago
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11 months ago
Translation
Good day, on July 25th, 2023, Planet Win suspended my account citing a violation of Article 16, Paragraph 6 of their regulations.
I inquired for further information and was told that I would have to wait for 180 days for them to complete their checks.
This time has passed, and despite my continuous requests for an update, they continue to tell me that they have no information to give me.
Considering the time that has passed and the patience I have demonstrated, I would like to regain access to my account.
Thank you
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11 months ago
Dear Kalos,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Planetwin365 Casino IT.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long have you been a player of the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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
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11 months ago
Translation
Good morning, I haven't played casino for a very long time.
The sums were accumulated through sports betting and poker.
Yes, I took advantage of the bonuses
Thank you
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10 months ago
I checked the casino website, but I couldn't find Article 16, Paragraph 6 you mentioned in your initial post.
Could you please send me the correspondence you received from the casino regarding the accusations against you?
My email is tomas@casino.guru
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10 months ago
Translation
Sorry, my mistake, art. 10 paragraph 6, contract sent by email
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10 months ago
Could you please specify which bonus was activated on your account? Could you please forward the initial and more recent correspondence you received from the casino regarding the issue? Please send it to my email tomas@casino.guru as well.
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10 months ago
Dear Kalos,
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.
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10 months ago
Thank you very much, Kalos, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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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10 months ago
Hello Kalos,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite PlanetWin365 Casino IT to join the conversation and participate in the resolution of this complaint.
Dear PlanetWin365 Casino IT ,
Can you please provide more detail regarding the suspension of the player's account? Was the investigation concluded?
Kind regards,
Adam
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10 months ago
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.
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10 months ago
Translation
I kept asking for information, but I get no response
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9 months ago
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Why don't they provide any answers? Over 210 days have passed
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9 months ago
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Incredible, a company that provides no response, appropriating a player's credit
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9 months ago
Dear Kalos,
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. 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 ratings 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 you contact the ADM (giochi.reclami.online@aams.it), and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
