Planetwin365 Casino IT - Player’s account has been suspended.

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

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

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

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

Sorry, my mistake, art. 10 paragraph 6, contract sent by email

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.

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.

correspondence sent, thank you

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.  

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

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.

I kept asking for information, but I get no response

Why don't they provide any answers? Over 210 days have passed

Incredible, a company that provides no response, appropriating a player's credit

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