Planetwin365 Casino IT - Player’s withdrawal has been delayed.

hi i requested a withdrawal from planetwin365 over a month ago. They then asked me to submit verification documents which i have. Untill now i have supplied an identification document, multiple bank statements and multiple proofs of address and everytime a new one is sent they ask for yet another document

Dear Giustino,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. Please, could you advise if there is any list of documents that have been requested by the casino to complete verification? You can forward any relevant communication to my email address: petronela.k@casino.guru. Looking forward to hearing from you.

Best regards,

Petronela

Dear Giustino,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments from the player:

"Hi thank you very much for getting back to me. This issue has now been going in for over a month. In the last email they sent they said if I send yet another proof of address with a fiscal code this would be the end of the matter. However after I sent in the proof of address. They are now asking for a proof of residency which means I have had to pay a further 100 euros to order this document from the local town hall. I have already applied for this document so hopefully this will be the last thing they ask for."

Dear Giustino,

Thank you very much for your quick reply. Please keep me informed regarding your account verification. I will set the timer for 7 days and wait for your update patiently.

Dear Giustino,

Have you received any update regarding your account verification? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.