Planetwin365 Casino IT - The player struggles to verify his account.

hi I haven't been able to withdraw for more than 8 months I keep sending them selfies and documents but they don't approve the documents and they don't pay, as proof I send you the documents sent to planet, tell me how you can not accept and if it's not a blatant abuse of power to withhold my winnings

Hello rebecca998,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Planetwin 365 Casino IT. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

they didn't approve the selfie and I sent them 7

Hello rebecca998,

Did they specify what is the issue with it? Can you please forward the same documents to nikolas.b@casino.guru for further review?

sorry if not I have yet replied/sent the documents via email but free hasn't worked since Sunday so I have to wait another day or two to be able to do what you asked me

I have just forwarded you all the emails sent to planetwin with the required documents

Thank you rebecca998 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rebecca998,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Planetwin365 Casino IT to join the conversation.

Dear Planetwin365 Casino IT,

Can you please provide some information regarding the player's verification issues?

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.

Dear rebecca998,

Unfortunately, we have not received any response from the casino yet.

I will give a "nudge" to the casino representative again. We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

Dear rebecca998,

I was able to get in touch with the casino representative and they kindly ask you to send a clear picture of you holding your ID (front and rear side) where the information on your ID will be clearly visible/readable. Please upload the full-size picture without any editing via the "upload documents" feature in your casino account as well as the proof of ownership of the bank card and IBAN, which you should be able to access from your e-banking account. You were informed about this by the casino via email on the 23rd of January where all this is explained in the email step by step. Please let me know when you have done so.

but I have already sent all these documents several times to both you and planetwin, I have sent 7 of my selfies with different documents, are you kidding me?

Dear rebecca998,

I understand your frustration, yes you did send the selfies, however, when I zoomed in on the pictures where you hold your ID in your hand all the information on your ID is blurred. The picture quality is cropped (this was probably done automatically without your intervention) I do believe that the ID is yours, but it is a requirement of the casino, so I kindly ask you to please provide clear pictures of you holding your ID (front and rear side) where the information on your ID will be clearly visible/readable.

I don't have a great camera I took dozens of photos I honestly don't know what else to do other than sending him dozens of selfies with different documents

Dear rebecca998,

Just ask some relatives or friends to help you with this, phone cameras are quite good these days.

It doesn't need to be "professional" pictures, just make sure the pictures of you holding your ID (front and rear side) where the information on your ID will be clearly visible/readable.

Can you explain to me how it is possible that they tell me that the selfie is fine and the rest is not and you tell me the exact opposite?

I see so much confusion and so many excuses and jokes just for not paying me

Dear rebecca998,

I'm not sure if something has changed, but the last information we had was the ones I mentioned above. We were informed by the casino representative that they sent you an email about the missing or additional documents, and evidence required on 23.1.2023. Have you provided all that evidence to the casino?

Dear rebecca998,

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.

Dear rebecca998,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal