The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. After the player's account had been successfully verified, the player confirmed receipt of the payment, so we closed the complaint as resolved.
Planetwin365 Casino IT - Player’s struggling to complete account verification.
Amount: €17,579
Planetwin365 Casino IT
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have been waiting for my money for several months they keep asking me for endless documents and they don't even look at them, casino guru help me that on my planetwin account I have a year's salary and they don't want to pay me
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1 year ago
Dear aresu6667,
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.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
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verification procedures ? it seems to me that here they are taking advantage of their position and that's all they asked me for life, death and miracles.
I only have an identity card and they told me it's not enough and they asked me for a passport, I have a driving license which I don't have, and they hide behind the fact that it's the anti-money laundering law.
Are we kidding? I have to go to the police station and get my passport and pay 100 euros and queue up for a day to get my winnings paid by these scoundrels?
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1 year ago
Thank you very much for your reply, aresu6667. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
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they asked me for the following documents but the first point I only have the identity card
Dear Customer,
We have received your withdrawal request.
In order to proceed with the payment, please send us the following documentation:
- a valid personal document (different from the one previously sent)
- a copy of your tax code
- a utility bill/invoice (gas, electricity, telephone, internet, etc.) in your name and issued in the last 3 months
- document issued by the banking institution / screenshot of your online banking proving the bank details (name of the account owner and IBAN code).
- the front of the card used for the deposit ****7287.
In the event that the card is not nominative, we send it to send us some bank documents certifying ownership (account statement / contract / online banking screenshot).
You can upload the document in color and with all the borders clearly visible, directly to your gaming account via the options: Little Man-> Verify My Account -> Other documentation, and choosing the appropriate option from the drop-down menu "Select the type of document".
Best regards,
The Planetwin365 Team
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1 year ago
Thank you for your reply, aresu6667. How come you only have one of these documents? You should at least be able to provide your tax code as well as proof of the payment method you used for deposits - the credit card and the bank statement with the list of transactions connected to this credit card.
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1 year ago
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in the previous message I said that I only have an identity document relating to the first point, I have all the other documents requested and I promptly sent them some time ago
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1 year ago
Thank you very much, aresu6667, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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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1 year ago
Hello aresu6667,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Planetwin365 Casino to join the conversation and participate in the resolution of this complaint.
Dear Planetwin365 Casino,
Can you please explain how the player should provide you with different personal documents when they only have the ID? We believe it's not mandatory to hold more personal documents except for an ID (passports are extra costs, and driving license too).
Thank you.
Kind regards,
Tomas
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1 year ago
Dear aresu6667,
I've got information from the casino's representative that your withdrawal was made on the 17th of May.
Can you please confirm once you have received the payment? Thank you.
Kind regards,
Tomas
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1 year ago
Translation
the withdrawal is still pending and in fact can be canceled on my planetwin gaming account, I am contacting a lawyer
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1 year ago
Dear aresu6667,
First of all, I'm sorry about the information above. It's not valid, as I and the casino representative realized it was meant to be for a different case. I'm sorry for the misunderstanding.
Anyway, I'm bringing you the correct information now. You should already have received an email from the casino about incomplete verification. There are 3 missing documents from your side that have to be sent in order to complete KYC and process your withdrawal request afterwards.
Kindly provide the casino with the requested documents and let me know once you do so.
Thank you.
Kind regards,
Tomas
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1 year ago
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good evening I wanted to say that today I finally managed to provide all the necessary documents. I hope that planetwin365 can view and approve them as soon as possible, if it's not a problem for you, can I ask you for an email to forward the communication to?
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1 year ago
Sure. You can forward any relevant communication to my email address: tomas.k@casino.guru
Now I would like to ask Planetwin365 Casino IT to confirm receipt of the documents. Please inform us once verification is completed and withdrawal processed.
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
I forwarded the email with all my documents to your tomas.k@casino.guru address, the casino both received my documents and promptly rejected everything I sent
credit card ownership = I sent screenshots of the card and also the bank document proving it's mine and they said it's not good without saying why
Proof of iban = they replied that I have to send proof of ownership of the iban but if they had really looked at the documents I sent they would have seen that I sent the header document of my hype account complete with my name, residence and card number but no you know why this is not good either
lastly residence= did I send the screen shot of my vodafone bill downloaded in pdf format deleting some sensitive data such as expenses and costs and leaving my residence data visible which in reality also appear in the resulting bank document? rejected like the others we don't know why...
tell me how I can unlock my account with a counterparty who does everything to not approve my documents and hides behind some phantom anti-money laundering law
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1 year ago
Thank you, Planetwin365 Casino IT, for explaining what needs to be done to finish the player verification.
Dear aresu6667,
Please follow the casino's instructions and let me know once you do so.
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
I can't access the spid, I don't have the possibility to provide the certificate of residence I provided my vodafone bill as you asked me but it's not good and we don't know why, I also sent you the screen of the card and also the bank document of ownership, why is it not enough? however, if you want a photo of my device from another device, it seems to me just the umpteenth request, but I can provide it to you and I will send it via email to both you and casino guru
as far as the iban is concerned, I have already sent you the bank document where you can see my name and surname, the iban and my residence, what else do you need? because from the message it is not clear you ask me for an iban that I have already provided you with a lot of proving document
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1 year ago
Dear aresu6667,
Can you please provide the casino with the bank statement one more time? It seems they haven't received this document. Of course, don't forget to send a photo of the credit card too, as mentioned above.
Regarding the proof of address, I'm discussing the issue with the casino representative, and we will let you know what can be done.
Thank you for your patience.
Kind regards,
Tomas
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1 year ago
Translation
I have already sent 3 credit card documents, screenshot photos from another device and bank document as well, what else should I send?
I sent everything to both
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1 year ago
Dear aresu6667,
I've got information that the casino has received your documents, and after review, they will post a reply here.
I'm now extending the timer for the casino.
Kind regards,
Tomas
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1 year ago
Hello everyone,
We've received the client's documents once again, but those were the same photos that were sent in previous mail when they were rejected.
The verification department has informed the client what they need in order to proceed with document verification:
In order to proceed with payment we invite you to send:
- a gas, electricity, telephone or internet bill with your name not older than 3 months or the Online Residence Certificate via access to SPID: https://www.anagrafenazionale.interno.it/servizi-al-cittadino
- Screenshot of your online banking account that confirms banking data (name of the owner with IBAN)
- Photo/Screenshot that confirms the ownership of the card **7287 with edges of the device visible in higher resolution
I would also want to add that we cannot find any banking document that is confirming client's IBAN.
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1 year ago
Dear aresu6667,
I believe the casino's instructions are indeed clear. Please provide them with the requested documents, and I recommend you not send the same documents/screenshots as you previously did.
Let me know once you do so. Thank you.
Kind regards,
Tomas
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1 year ago
Translation
I sent the vodafone bill, nothing? why is it not good?
I sent the card screen and the photo of my device casino guru have you seen my documents?
I still don't receive reasons for the refusal
iban planetwin managed to say: ( I would also like to add that we can't find any bank document confirming the customer's IBAN. )
I have sent proof of ownership of my hype account it is a document signed by the bank with my name and my iban
How do I unlock the cotno if I don't cooperate?
anyway for the residence I think I'll go to the municipality one of these days and I'll get the certificate done with a lot of scannable qcode so we'll cut the bull's head
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1 year ago
Dear aresu6667,
As per my information, the Vodaphone bill cannot be accepted, so there is no reason to count this document as valid anymore. The casino has offered other options though, and you are free to provide them with one of the above-mentioned documents: a gas, electricity, or internet bill with your name not older than three months or the Online Residence Certificate via access to SPID: https://www.anagrafenazionale.interno.it/servizi-al-cittadino
Regarding IBAN proof, it looks like there are some issues with receiving your emails. Can you please prepare all these requested documents, and once you have them all, send them to my email address? (tomas.k@casino.guru)
Please make sure to attach a photo of your credit card taken from another device in high resolution, so if we zoom in, the details won't be blurry.
Thank you for your cooperation, and let me know once you send me an email.
Kind regards,
Tomas
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1 year ago
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ok thank you, in these days I will go to the municipality for the certificate and pay out of my own pocket to be able to withdraw, then I will send it to you with the proof of ownership of my bank and the photo of my phone from another phone
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1 year ago
Thank you, aresu6667, for the information.
I believe this time the verification will be successful. Please let me know once you send the documents to the casino and me as well.
Kind regards,
Tomas
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1 year ago
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hi i just sent everything to both departments (casino guru and planetwin ) let me know have a nice day ;D
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1 year ago
Dear aresu6667,
I've been informed that now all documents are valid, only a photo of the credit card from another device (in high resolution) is still missing. Can you please reupload this photo to the casino?
I believe we are now on the right track to resolving this complaint.
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
i just sent the 3rd pic of the device with card and name in sight
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1 year ago
Dear aresu6667,
I've received the information from the casino representative that your case should already be resolved. Can you please confirm receipt of the payment so we can close the complaint?
Thank you.
Kind regards,
Tomas
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1 year ago
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I confirm, thanks for everyone's cooperation
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1 year ago
Dear aresu6667,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Tomas
