The player from Italy is experiencing difficulties withdrawing her winnings due to ongoing verification. We closed the complaint as resolved since the player had been successfully verified and confirmed receipt of the payment afterwards.
Planetwin365 Casino IT - Player’s struggling to complete account verification.
Amount: €4,960
Planetwin365 Casino IT
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
hi I made a few bets on planetwin after registering at the end of 2022 then I tried to withdraw and they asked me for credit card documents, I sent them everything as requested but they only reply that (I inform you that for security reasons we can't accept your ID)
Without telling me what I'm doing wrong and how to do it, I don't know how to get paid by a company that doesn't cooperate, in fact it seems they don't want to pay me
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1 year ago
Dear marghebabycagliari,
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
Translation
they told me to download a particular document from my revolut, I did and sent it to them and they say it's not good without justifying when it was they who explained to me what they wanted and how to download it and I'm talking about the document of ownership of my credit cards virtual credit
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1 year ago
Thank you very much for your reply, marghebabycagliari. 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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simply the casino told me to provide them with a particular document which I provided them and then they told me that for security reasons they want another document
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1 year ago
Thank you very much, marghebabycagliari, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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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1 year ago
Dear marghebabycagliari,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Planetwin365 Casino IT representative to join this conversation and participate in resolving this complaint.
Dear Planetwin365 Casino IT,
Could you please state why the player's account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year 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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1 year ago
Dear marghebabycagliari,
I contacted the casino again and will extend the timer for another three days.
Your patience is much appreciated.
Kind regards,
Stefan
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1 year ago
As per procedure (and according to our KYC verification standards) the two credit cards used for deposits have been asked for verification.
The client sent only one card, but the document/bank page screenshot she sent was not sufficient to our verification team (for security reasons, we have asked her to send us some other type of proof of ownership, we listed the types of documents acceptable).
Afterwards the client sent again the same document previously rejected.
We reminded the client that we cannot accept it and that we also need another card for verification.
Since our last mail we have not yet received a valid document to proceed with verification and therefore payment of withdrawal.
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1 year ago
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hi, I will send the requested documents in the next few days. I have requested the proofs that belong to me via email from the banks
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1 year ago
Dear marghebabycagliari,
Could you let us know when you submit the casino support documents?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
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I asked the revolut bank for a document proving my ownership they gave me the same document and they repeated to me that it is made especially for these situations the only thing I can do is a screen other the bank told me that it does not exist, can I ask you casino guru if I can send you this document ? so we can investigate these vague "security reasons" why I still can't cash out my winnings?
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1 year ago
Dear marghebabycagliari,
Of course, you can send it to my email address stefan.m@casino.guru. I will have a look at it.
Kind regards,
Stefan
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1 year ago
Dear Planetwin365 Casino IT,
Can you please clarify the problem with the provided official document from Revolut?
I am looking forward to your response.
Kind regards,
Stefan
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1 year 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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1 year ago
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Hello everyone,
We still have not received the documents needed for credit card registration and validation in our system.
The last communication with the customer is our email sent on 24th of may:
Dear Margaret,
We hereby inform you that we have not received the necessary documentation to be able to validate your cards in our systems.
Therefore, we invite you to send one of the following proofs to validate the ****6964 card:
1) screenshot of the website page
2) screenshot of a mobile application page
The screenshot must contain the owner's data and the last four digits of the card number. Sensitive details can be covered (while the URL bar must be visible, in the case of web pages).
Also, please send us a document proving ownership of the ****2460 card.
The documentation must be uploaded directly to your gaming account via the options: Omino-> Check My Account-> Other documentation.
NB: You can upload what is requested by choosing the appropriate option from the "Select the type of document" drop-down menu.
As confirmed before, the document for CC ****6964 cannot be accepted for security reasons.
And we still have not received any document in order to verify and register CC ****2460
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1 year ago
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card 6964 has already been sent, as I have been telling you about planetwin for two months and now casino guru also tells you
what was not accepted of the document that I provided to you countless times?
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1 year ago
Dear Planetwin365 Casino,
Have you received the necessary documentation?
I am looking forward to your response.
Kind regards,
Stefan
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1 year 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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1 year ago
Translation
Hello everyone,
Sorry for the late response.
As confirmed before, we still have not received the necessary documents to proceed with cards verification and registration since our last communication with the client, neither via mail nor via upload from client's account.
So our last response still stands clear:
Dear Margaret,
We hereby inform you that we have not received the necessary documentation to be able to validate your cards in our systems.
Therefore, we invite you to send one of the following proofs to validate the ****6964 card:
1) screenshot of the website page
2) screenshot of a mobile application page
The screenshot must contain the owner's data and the last four digits of the card number. Sensitive details can be covered (while the URL bar must be visible, in the case of web pages).
Also, please send us a document proving ownership of the ****2460 card.
The documentation must be uploaded directly to your gaming account via the options: Omino-> Check My Account-> Other documentation.
NB: You can upload what is requested by choosing the appropriate option from the "Select the type of document" drop-down menu.
Best regards,
Dusan
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1 year ago
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again and so on ad infinitum, the ****6964 card has already been sent what is wrong with the document provided to you by my bank which is called the card ownership document...
it's especially for these situations I've asked the bank dozens of times but it's not good for you and we don't know why
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1 year ago
Dear Planetwin365 Casino IT,
The player sent me the document and it looks acceptable. I have generated the document in my Revolut account too, and it looks the same.
Could you please look again at the provided document and give us the statement?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Hello,
I've just checked in the system and we have not received the documents for two listed cards. We would like to ask the client to send us proof of ownership of both cards (****2460 and ****6964) either uploading from her Planetwin365 account or send it via mail to assistenzaclienti@planetwin365.it from her registered email address.
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1 year ago
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nothing they don't listen, they just can't make it, they've been doing this for two months you can also send them the secret recipe for coca cola but nothing, you tell me how I can proceed and if I should contact a lawyer
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1 year ago
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dear planetwin I have sent the requested documents several times, the last case dates back to (Tue 30 May, 19:25)
why are you pretending not to receive my documents?
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1 year ago
Dear marghebabycagliari,
Due to the absence of my colleague, I'm now taking over your complaint.
Dear Planetwin365 Casino,
Could you please provide us with an update on the status of the player's documents receipt?
Thank you very much.
Kind regards,
Tomas
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1 year ago
Hello everyone,
We've just checked in our system and we can confirm that we have not received any document from the client recently. The last received document results from 14th of April.
We would kindly ask the client to send us the proof of ownership for two credit cards used on Planetwin365 site ****2460 and ****6964 (if the cards do not contain owner's name and surname directly, a screenshot from the online banking site can be verified)
As confirmed before, the customer can send us those two necessary cards either via mail (assistenzaclienti@planetwin365.it from her registered address) or attach them from her personal Planetwin365 account.
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1 year ago
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casino guru you who have received and viewed the document provided to me by my bank can you forward it to planetwin so we can end this story that they do not receive the documents kindly?
Thank you
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1 year ago
Hello,
I'm sorry but by our procedures we cannot register the documentation arrived from 3rd parties. The documents need to be sent by the account owner from Planetwin365 account or via registered email address.
All other forms of document sending will be rejected.
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1 year ago
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What third parties are you talking about exactly? help me understand, because in addition to having sent it by email (the one connected to my game account) I also uploaded it directly from your site with the verify documents button
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1 year ago
Dear marghebabycagliari,
Based on the information I have received, please follow these steps: First, log in to your Revolut application. Then, access the "Cards" tab and proceed to take screenshots of the virtual cards mentioned earlier. Once you have done this, forward the screenshots to the casino and let me know afterwards.
I appreciate your cooperation.
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
the casino sent me this email: Dear Margherita,
We cannot accept the document certifying the ownership of the ****2460 and ****6964 cards.
To confirm ownership of the card, simply access your online banking profile to take a screenshot. Once logged in, it will be necessary to choose the REVOLUT-VIRTUAL CARDS item, under which the data relating to the cardholder will appear. The last 4 digits of the card will be visible on the right. If, on the other hand, you are unable to capture the screenshot according to the instructions provided, you can send us the document in paper form entitled 'CONFIRMATION REVOLUT CARD'.
Here is my response sent to him by email:
I would also send it to you but my name is not on the virtual cards and this would give you the excuse to pretend to check my gaming account for another 2 weeks so I am sending you the printout of the document sent to you several times which you pretend not to receive but via casino guru with online complaint so everyone will see how you deal with winning customers
So casino guru I proceed with the printing of the document that I have been providing them for two months as they told me?
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1 year ago
Hello everyone,
We've checked with our verification department and since the client has issues with finding a online banking page with her name/surname and cards together she can try finding a page with at least her name and surname in upper left corner. If she can find a separate page with last 4 card number digits it would be great. In that case the verification department can attach the screenshot with the previous document sent and try to verify the cards.
I would just make a reminder that we need to verify both of the cards: ****2460 and ****6964
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1 year ago
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I'm a bit confused I don't quite understand how to proceed, what is your feedback regarding the document I sent you called CONFIRMATION CARD sent to you a month ago which proves ownership of my two cards?
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1 year ago
Dear marghebabycagliari,
It's simple how to proceed with the casino's requirements. Just open the Revolut app, click on your initials in the upper left corner, and then your account details will be displayed. Make a screenshot and send it to the casino.
Please let me know once you do so. Thank you.
Kind regards,
Tomas
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1 year ago
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I logged in and screenshotted all the sensitive data you told me about
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1 year ago
Dear marghebabycagliari,
Did you already send these screenshots to the casino? Thank you.
Kind regards,
Tomas
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1 year ago
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the casino emailed me back:
Dear Margaret,
Even if the card is virtual, it is usually linked like all other virtual cards to a basic card. Therefore, try to find on your online profile among the items available the screen dedicated to the cards where you can check all the cards associated with the basic card as well as their status (active/inactive). Please note that the screenshot taken must contain your first and last name and the last 4 digits of the aforementioned virtual card.
Best regards,
Gala
In practice, they asked me once again for the document that I have sent them dozens of times for two months now, the one called "CONFIRMATION CARD" and they also did not say why the two screens I sent them are not good, this is a wheel that continues to spin endlessly, while planetwin's friends are hoping that I will play my winnings
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1 year ago
Hello,
Can we ask the customer to try and send the screenshot of ''REVOLUT-VIRTUAL CARDS'' page with only last 4 digits of virtual cards (****2460 and ****6964 need to be visualized in that SS) and I will contact our verification department once the Screenshot has been sent to try and link the screenshot with Revolut confirmation document
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1 year ago
Dear marghebabycagliari,
I confirm this is indeed possible. Can you please provide the casino with the requested screenshot and let us know once you do so?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
as I can see from this last message I have proof that the casino hasn't understood my situation, I don't know if it's doing it in bad faith or not but if he had read at least one of the 15 emails I sent he would have understood that the two cards with which I deposited a virtual revolut and the other a hype next from banca sella
the virtual revolut card you see is the one that ends with 6964 which in fact can be seen in all the documents I have sent so far to which I have not yet received an answer but regarding the reason why they are not good, I therefore ask the casino to review the documents sent and approve the card that ends with 6964 later I will provide what I will be asked for the hype card in this way taking one step at a time the casino will be able to solve my situation since I have been saying the same thing for 3 months and three months that I am ignored
You keep asking me for screens and photos without looking at a document and reading any of my emails, wasting my time and patience
I await an update on my situation and a more in-depth check from planetwin before asking me for freewheeling documents without reading the content of the emails
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1 year ago
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REVOLUT-VIRTUAL CARDS or what you asked me for the screen just now is the same document that I have been sending you since April, this says a lot about the interest you have in unlocking my gaming account and protecting me as a customer
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1 year ago
Dear marghebabycagliari,
To begin, may I kindly request that you provide the casino with another screenshot of your Revolut virtual card?
Furthermore, I would like to inquire about the documentation or screenshots you have already submitted to confirm ownership of your Hype virtual card. Could you please inform me of what has been sent thus far?
Thank you.
Kind regards,
Tomas
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1 year ago
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Good morning the screenshot of the revolut I can't do it because I don't have the card anymore in the app (I had canceled it to be able to create a new card but also having canceled it if they send me money by refund they arrive) for that I had sent my bank document called revolut REVOLUT-VIRTUAL CARDS which contains all the cards that I have used over time on revolut including that also the virtual revolut cards do not have the name above so as you have already explained to me the casino would not accept the document and would ask me for more (they told me themselves), I still don't understand what's wrong as proof that the card is mine the document sent several times in addition to the app screens already sent last week that you asked me, as regards the hype card I will immediately send the screen of the card because I hadn't sent that to the casino yet
I'll attach it here too if needed
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1 year ago
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this is my hype next card also sent to casino
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1 year ago
Dear marghebabycagliari,
I will look into the issue of the deleted virtual card with the casino representative. In the meantime, could you please send me the official Revolut document that confirms you as the card owner?
Here is my email address: tomas.k@casino.guru
Please let me know once you do so. Thank you.
Kind regards,
Tomas
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1 year ago
Hello marghebabycagliari,
I would appreciate it if you could clarify which bank is associated with the virtual card ending in ****2460.
I understand that you may have deleted your Revolut virtual card (ending in ***6964) to obtain a new one, which Revolut allows, so you are not able to provide us with a screenshot.
However, I recall you mentioning that the virtual card ending in ***2460 was from Hype. The issue is that the screenshot you shared displays a different card ending in ***8326.
Could you kindly provide us with a more detailed explanation? Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello everyone,
The client resent us recently the same document that was sent before and was rejected. Afterwards, yesterday, she received an email from verification department:
Dear Margaret,
We inform you that for security reasons we cannot accept proof of ownership of the ****6964 card. Therefore, we invite you to submit one of the following proofs:
1) screenshot of the website page
2) screenshot of a mobile application page
The screenshot must contain the owner's data and the last four digits of the card number. Sensitive details can be covered (while the URL bar must be visible, in the case of web pages).
-missing credit card ****2460. Please send us the card leaving visible only the expiry date, your name, surname and the last 4 digits of the card.
You can upload the document in color and with all the edges clearly visible, directly to your gaming account. Access the Omino option and Verify your account via the Documents session.
Best regards,
The planetwin365 Team
If the card ****6964 has been deleted from the Revolut app, we would like the customer to reply directly to verification department's email confirming that the card ****6964 has been deleted from the app and that this is the only document she can provide.
As for card ****2460, we would need a proof of ownership that contains name and surname with last 4 digits of the card.
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1 year ago
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hello everyone yesterday i sent my hype card currently in use which checking now it's not the card i used to deposit here on planetwin months ago, i have to contact the bank again and ask them about this card because it's provably the one they canceled me because i think towards April I had deposited on a scam trading site and I had reported to the bank that it had blocked my card and reissued me a new one in the app, but I see that all the documentation provided regarding the credit card still doesn't go well revolut after sending 3 screens is the revolut virtual card confirmation document several times, in any case I will contact both banks and get other documents provided
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1 year ago
Dear Margaret,
Could you kindly inform the casino that the Revolut virtual card has been cancelled as they had requested?
"If the card ****6964 has been deleted from the Revolut app, we would like the customer to reply directly to verification department's email confirming that the card ****6964 has been deleted from the app and that this is the only document she can provide."
It appears that we are facing the same problem with the Hype virtual card too. I have yet to receive any updates from the casino, but it is imperative to obtain an official document from Hype stating that they had cancelled the previous card for security reasons. Additionally, it would be beneficial to have confirmation that you were the rightful owner of that card.
Please let me know once you have done this. Thank you.
Kind regards,
Tomas
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1 year ago
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okay of course sorry now I send the revolut message to the casino and for hype I have to hear them and understand what they can give me
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1 year ago
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they sent me this thing here i hope it's ok, then the casino sent me a message:
Dear Margaret,
Thank you for sending us the documentation. I confirm that it is in order and that at the moment there are no pending withdrawal requests.
If ever we need additional documentation, the competent department will notify you.
Best regards,
Now I would like to ask the casino if all the cards and my payment methods are verifed active and my account is working again thanks
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1 year ago
Dear Margaret,
Thank you for providing the information. Can you confirm if there is any balance left in your account? I am interested in knowing the current status. Has your withdrawal been processed and have you received the payment?
Thank you.
Kind regards,
Tomas
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1 year ago
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I have not yet withdrawn I currently have 6070.15, I also sent the photo above to the casino and he replied like this:
Dear Daisy,
Thank you for sending us the documentation. I confirm that it is in order and that at the moment there are no pending withdrawal requests.
If we ever need additional documentation, the competent department will notify you.
can i withdraw now?
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1 year ago
Dear Margaret,
It appears that your account has been verified. However, to ensure accurate information, let's have it confirmed with the casino before attempting a withdrawal.
Planetwin365 Casino,
Can you please confirm the verification status of the player? Can they now request a withdrawal?
Thank you.
Kind regards,
Tomas
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1 year ago
Hello everyone,
As confirmed via mail, both cards ****6964 and ****2460 have been verified in our system.
The verification department confirmed to the client that the documents are now all right. Since there is no pending withdrawal request the client can make one. If there is any potential necessary document, she will be informed after the withdrawal request verification.
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1 year ago
Dear Margaret,
Can you please update us once you request a withdrawal and then once you have received the payment?
Thank you.
Kind regards,
Tomas
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1 year ago
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I just made the withdrawal, let's see if planetwin approves it, I'll let you know as soon as I know something
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1 year ago
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new email after trying to withdraw from the casino:
We have received your withdrawal request.
In order to proceed with the payment, please send us a bank document/screenshot of your online banking which certifies the data entered in the request (name and surname of the account holder and IBAN).
You can upload the document in color and with all the edges clearly visible, directly to your gaming account. Access the Omino option and Verify your account via the Documents session.
We look forward to your kind reply.
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1 year ago
Dear Margaret,
Can you please provide the casino with the requested document and let me know once you do so? Thank you.
Kind regards,
Tomas
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1 year ago
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hi sorry i'm on holiday as soon as i have a pc i log in from my banking portal and send everything i find that can help the casino verify my account
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1 year ago
Dear Margaret,
Sure. Enjoy your holiday. I will now extend the timer for 7 days. Please let us know once you provide the casino with the requested document. Thank you.
Kind regards,
Tomas
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1 year ago
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hello sorry I'll be home soon and I send everything that I'm on the beach
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1 year ago
Dear Margaret,
I'm now extending the timer by another 7 days. We are awaiting you to provide the casino with the requested document.
Kindly let us know once you do so. Thank you.
Kind regards,
Tomas
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1 year ago
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I sent it they approved it and I made the first withdrawal now, let's see if they accept it
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1 year ago
Dear Margaret,
Thank you for the information. Kindly update us once you have received the payment so that we can consider the case resolved.
Kind regards,
Tomas
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1 year ago
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They are finally approving my withdrawals
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1 year ago
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thank you SO MUCH TO ALL THE CASINO GURU STAFF, if I can do anything to thank you, I don't know a review let me know
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1 year ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, marghebabycagliari, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated.
Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
