An Italian player had encountered difficulties withdrawing her winnings in small amounts from Planetwin365 Casino IT. The casino had requested verification of the player's two cards, one of which had been replaced. The player had provided several documents, including a bank statement and screenshots from her banking app, but the casino had continuously rejected them for unspecified security reasons. Despite repeated attempts by the Complaints Team to get a clear explanation from the casino, the issue had remained unresolved for a prolonged period. Eventually, the player reported that the casino had begun to process her withdrawals. However, without final confirmation from the player, the complaint was closed and could be reopened at any time.
Planetwin365 Casino IT - Player's withdrawal process is being delayed.
Amount: €29,302
Planetwin365 Casino IT
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
after a big win I tried to withdraw but in small amounts for fear of my bank, after a couple of withdrawals the casino asked me for proof of ownership of two cards I had used, I sent a document requested by my bank promptly planetwin he doesn't refuse it and he doesn't give explanations when I had little balance but they made me withdraw, the casino is clearly trying to slow down my withdrawals in the hope that I will replay the winnings obtained to lose it
Dear dusanpro,
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.
Do I understand correctly the casino approved one of the documents, but refused the other proof of ownership of your card?
Do the winnings originate from a deposit from only one of these cards or both?
How did the casino inform you about the situation?
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
yes, I deposited with both cards and there are two hypes, one the basic hype and one the next hype, having subscribed to hype they canceled my old card the basic hype that I had used a few months ago and they gave me the hype next with which I then redeposited and with which I'm trying to withdraw
the casino does not listen and does not collaborate with the verification of these two cards and continues to ask me for other documents with the justification "for security reasons" I have already provided the documents that the bank has provided me where are the two cards and the document that proves the replacement of the basic hype card with the next one, there is my name, my address and the signature of the bank, everything is there, but the casino is not good and moreover, it does not deign to provide explanations, hoping that I will replay the winnings as I cannot withdraw
these scam strategies are really pathetic, please help me
Could you please send me the relevant correspondence with the casino about the issue? My email is tomas@casino.guru
sent here I am sorry for the delay I was at the beach ;D
I am sorry but I haven't received any response from you yet. I've sent you an email, please reply to it with the information included in your response.
I keep getting emails like this ( Delivery Status Notification
Mail message from Mail Delivery Service: Delivery Status Notification )
I don't know what to tell you, I sent you the email 6 times...
provide me with an alternative or kindly reactivate the receipt email or ask planetwin for the document since I also sent it to them over and over again....
I am sorry for the inconvenience.
The emails from other parties are normally going through. Could you please upload the screenshot of the header of the email you are trying to send please?
Example:
Please try these solutions:
- Please try sending an email without any attachments first.
- Next try to send the emails from another service, such as Gmail, Yahoo, etc.
If that fails, we'll try to look for an alternative solution.
Thank you I've received your email.
I can see the status of your card to be blocked. Did the casing explain this was what is causing the issue with the verification of your two cards?
What specifically did the casino ask for in order for you to verify your 2 cards?
the problem is communication with the casino, I provided the document I sent you and they simply told me that it's not good for security reasons without telling me what to send them (consider that the second card is visible in the app so I could provide a screenshot but the first one was replaced by the bank as per the document sent to you and the same bank told me that it can only provide me with that document)
Thank you very much, dusanpro, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Hi dusanpro,
I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Planetwin365 Casino IT, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's payment methods were not verified? Could you specify what documents are missing to verify the player's cards?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
hi Natalia, thanks for your help, I hope that planetwin can evaluate and accept my document in order to proceed with the withdrawal
Hello everyone,
We've checked the issue and communication with the client and can confirm that the card registration has been rejected from the department for security reasons. As confirmed by email, in order to continue with registration we would need a screenshot from online banking page with client's name and surname and last 4 digits of credit card ***3654 (if the app does not allow screenshots a photo of the screen with another phone can be made, it should be acceptable from the verification department).
Dear Planetwin365 Casino IT, thank you for the reply.
Dear dusanpro, can you please specify if you're able to provide the casino with the screenshot from your online banking app as said in its response?
the 3654 card is the card that I currently have active in my bank account as a result, yes, I can provide you with what you want, I will return home during the day and contact the bank to try to provide you with the most suitable document for verifying the card
hi I was in chat for 40 minutes with hype they gave me this sheet here, I took the screenshot and sent it to planetwin via email too sorry for the delay and have a nice day
Dear dusanpro, so you haven't received any updates from the casino since you have sent the last document to them?
hello not yet, regarding the last document that I put here in the complaint and also sent to the casino that I asked my bank and which proves the ownership of my card
Dear Planetwin365 Casino IT, based on the information from the player, you were sent the document from the bank more than a week ago. Can you please specify if you received it and if it meets the requirements?
they replied that for security reasons it is not good, I don't know what else to send them
Hello,
We've received a document sent from the client, but the client received also a response from the department in charge:
Dear Giuseppina,
Please be advised that for security reasons we cannot accept proof of card ownership ****3654. Therefore, please send us one of the following proofs:
1) Screenshot of the website
2) Screenshot of the mobile banking application.
The screenshot must contain the owner's details 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).
So as confirmed, for security reasons we would need a screenshot from web/mobile banking app that confirms last 4 card digits with owner name and surname.
Dear dusanpro, do you have a banking mobile app? Do you know how to make a screenshot from the banking application or can you login into your bank account in the internet browser and make a screenshot there as per request from the casino?
Hello,
If the banking app does not allow screenshots from mobile, a photo of a screen with another mobile/device would also be acceptable, it's important that last 4 digits and client's name and surname are seen on a same mobile banking page (all the other data can of course be covered for safety reasons).
I also emailed her to the casino
Dear dusanpro, after you sent the last photo to the casino, have you received any answer from the casino since then?
I have now seen the emails and yes they replied that for security reasons it is not good... moreover they asked me to send them the photo of the card, the old and blocked one of which I sent the bank document a month ago which proved its validity closure
how can I do ? I don't know what else to send, I've already sent all of these two cards, the one I'm using now, I gave him proof of the bank, the card screen and also the photo of the mobile phone with the card in the app, of the blocked card, I don't even remember. .. this complaint has been going on for months and months
Dear Planetwin365 Casino IT, can you please specify what exactly the problematic points of the documents/photos the player has provided you with are? You asked for the screenshot from the banking app for the card ****3654, which the player sent to you. If it is bad for security reasons, it would be great to hear what exactly must be improved (quality of the photo, wrong angle, etc.), since the player has been sending different documents for 2 months already, and there's no progress.
is there any news? Can I finally go back to withdraw my winnings?
Hello everyone,
As confirmed via mail to the client before from the verification department, the photo of the banking app sent does not pass our security standards so we would ask the client to send another photo or screenshot of banking app where last 4 digits of the card ****3654 and name and surname are visible.
planetwin reread casino guru's message, please reply regarding the reasons because we haven't understood what's wrong and without knowing it I can't correct anything, furthermore the last photo is of a very high quality I really can't explain why I can't try the ownership of my card
Dear dusanpro, have you tried to take a new photo or screenshot after the casino's last reply?
Unfortunately, it seems the casino is not willing to explain what's wrong with the provided documents, so I guess you can try again and hope that it will meet the requirements of the casino (you can try to make a photo of the mobile screen a bit closer than on the previous photograph, so it's easier to see all the details, but so that the quality/resolution remains high).
In case it is rejected again and there's no explanation from the casino, then we'll be forced to close your complaint as unresolved, so I'd like to encourage the casino to cooperate and help the player pass the verification.
and do you rate these gentlemen 10 stars out of 10? okay, I have to take another photo of what? what can I try to send back to the casino? This problem has been going on for months. I'm shocked at how the casino is treating me to avoid paying me
Dear dusanpro, I certainly understand you're very upset about the situation, although this word may not express the range of emotions you really have, however, I'd like to ask you to try to take a photo of your Hype card ending with 3654 from your banking app again, since the casino claimed it didn't pass the security standards. I'd recommend you take a more zoomed photo so the details are nicely visible and not use the emoji on it.
If the casino won't accept it again and won't explain anything, then due to the lack of cooperation from its side we'll be forced to close the complaint as unresolved, and this will have a negative impact on the casino's rating.
But it's important for us that you keep cooperating too.
I just provided the casino with 3 more photos of my card trying to get more angles and show the data better
another 4 days have passed and there is no news regarding the credit card?
planetwin we await your kind feedback, thank you
I've been chatting since this morning waiting for someone from support to reply to me, a little while ago it finally happened but they told me that the photos aren't good, not even these last 3 here, what should we do? I have sent them a lot of trouble about my credit cards and they are clearly hindering the KWC verification
I've been waiting for months for you casino gurus to help me, but you don't even reply anymore and you seem to be protecting these planetwin scoundrels, at the end of this complaint I'll put a review of the trust pilot, I'm sorry but I feel a bit cheated in the last few weeks. I want to say how I feel and how things are because I'm fed up
planetwin just replied to me via email:
Dear Giuseppina,
Thank you for sending us the documentation. I confirm that it is in order and that there are currently no pending withdrawal requests.
If we ever need additional documentation, we will be notified by the competent department.
Best regards,
Now I will try to withdraw but it seems that at the time of withdrawal they will ask me for other documents, now I am no longer surprised by anything from them, I will keep you updated on the situation
I'm waiting for your news from casino guru and planetwin
Thank you
I'm sorry that it's going like this also because I feel very comfortable on planetwin in terms of betting and the sports schedule, but if every time I have to wait 4 months to withdraw, I'll change the site I play on.
Dear dusanpro, I'm sorry that you felt that way, however, we, as Casino Guru, act as mediators between casinos and players and do not protect anyone without any previous investigation and consideration of all the facts and proofs provided by both parties. In your case, we are trying to help you get an explanation from the casino and to make the process of your verification faster. Also, I'm sorry you have to wait for so long, but please keep in mind that, as per our policy, each party has 7 days for a reply, including members of the Casino Guru complaints resolution team.
Would you please specify, if you managed to request a withdrawal after that last message from the casino support?
they accepted two withdrawals of 999 I think they finally decided to pay me even though they said the last three photos were no good, incredible
Dear dusanpro, have you received the withdrawals already? Could you please update us on your balance? You initially stated that the disputed amount is 29302 EUR
Dear dusanpro,
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.
hi the casino is paying me, for now I have withdrawn part of the winnings without problems, if there is a way I can give you a tip or thank me let me know
I will be eternally GRATEFUL!
Dear dusanpro, thank you for the updates, I'm glad to hear that it ended up in such a way and you're getting paid. Would you please specify, how much money have you already received? And what amount is left on your balance waiting to be withdrawn? We can keep your complaint open until you confirm that all your withdrawal requests were successfully processed by the casino and you received the whole amount.
Regards,
Natalia
There are around 15,000 euros missing with two withdrawals pending ;D
Dear dusanpro, I'll set the time for another 2 weeks. I hope the withdrawals will be processed in this time frame. Please, keep us informed about the status of your withdrawals.
