Planetwin365 Casino IT - Player's withdrawals are delayed and account is restricted.

Hello, I would like a hand from you to be assisted with the casino in question, as I still have two withdrawals (90 euros via IBAN and 120 euros via Skrill) awaiting confirmation for 5 days.

On Monday 10 February 2025 I deposited with my debit card, and won 90 euros in the evening, after requesting the withdrawal I received an email stating that my card and therefore my bank is not enabled for withdrawals from betting sites, so I had the option of withdrawing via bank transfer, when I enter an IBAN from another current account and request the withdrawal on that one.

The next morning I received an email that in order to withdraw the sum asked me to verify if this IBAN was really mine, perfect, I sent all the proof as requested i.e. screenshots of my home banking profile where IBAN and name and surname are evident, and in the evening I went to Skrill to play since the withdrawal was not available with my card and given this whole situation, I won and withdrew 120 euros with Skrill (still having the withdrawal of 90 euros with IBAN under verification)

The next morning I receive another email asking me for ownership of the card with which I had paid on the first day (the one not enabled for receiving) perfect, given that in my home banking app the 16-digit number is not visible but only the name and surname and identification code of the card, I send both the home banking screen with name and surname and code, and two photos of the front and back of the physical card with the 16-digit code visible and the identification code visible in order to demonstrate that it is the same as the screenshot of the home banking profile, and in addition I take the trouble, having understood that they are very precise, to also upload other various documents that they could have asked for later on the site, i.e. selfie with document in hand, second document (driving license) and tax code (health card).

Yesterday morning, February 13, I received yet another email with the following text: "Thank you for sending us the requested documents, but we cannot proceed with the verification because the tax code format is not accepted."

In fact, since my physical card has deteriorated and I am therefore waiting for the new one to arrive by post when this one expires, the ASL and the competent system have issued me a temporary official digital copy in PDF to use, the one I sent to the casino.

I call the call center and explain everything (but regardless of everything the tax code was not requested for the withdrawal!!!). The call center sent a report yesterday morning, and to date still no response

Obviously blocked withdrawals (both the one with IBAN AND the one with SKRILL).

Dear mincarm93,

Thank you very much for submitting your complaint. I’m sorry to hear about your trouble withdrawing your funds. I understand how frustrating this situation must be, especially after providing all the requested documents multiple times.

To better understand your case and help you effectively, could you please clarify the following points?

• Have you received any response from the casino since your last contact with them, or are your withdrawals still pending with no update?
• Did the casino give you a deadline for the verification process or explain why they need the tax code for your withdrawal?
• Have they mentioned any alternative verification method for your tax code issue?
• Apart from the call center, have you tried reaching them through live chat or email again?
• Could you confirm whether your casino account is still active, or has it been restricted in any way?

It would be very helpful if you could forward any relevant emails, screenshots, or chat logs to petronela.k@casino.guru so that we have more details when reaching out to the casino. The more information we have, the stronger case we can present on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi, thank you very much for your reply,

I inform you that everything has been resolved with planetwin365!!

Best regards!

Carmel

Dear mincarm93,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru