The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the issue was resolved.
Planetwin365 Casino IT - Player’s struggling to complete account verification.
Amount: €900
Planetwin365 Casino IT
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
After uploading documents related to the bank, screenshots as requested keep telling me that the documents sent by the bank are invalid and they don't want me to withdraw. I called the bank and was told that these documents have legal validity and are the only documents they provide that prove ownership of the card but the site keeps rejecting requests saying it is not valid. I don't know how to do it anymore because if the bank documents aren't good either, I don't know how to proceed anymore.
Automatic translation:
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11 months ago
Dear jack04,
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.
Do I understand correctly that the bank statement is the only unverified document? Has the casino approved all the other documents you provided?
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
Public
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11 months ago
Translation
Yes exactly. All other documents have been verified but there is no way to have my card verified. Neither via screenshots nor via bank documents. I don't know how to do it as I have sent every bank document
Automatic translation:
Public
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11 months ago
Dear jack04,
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,
Kristina
Casino.Guru
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