Home Complaints Royal Planet Casino - Player’s withdrawal has been delayed.

Amount: €680

Royal Planet Casino - Player’s withdrawal has been delayed.

5.7/10 Questionable reputation Submitted: 24 Mar 2020 | Case opened
Current status

Waiting for casino to reply

4d 0h 57m 53s

Case summary

10 days ago - 26 Mar 2020
The player from Austria is experiencing difficulties receiving his winnings due to unknown status of KYC verification.
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I won 680 euros, sent all documents for identity. casino answers 3 times and said it takes a few more days to review the document. my payment approved. But the amount didn't come. now the casino no longer answers.

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Dear Imre,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. We will contact the casino and ask for their cooperation, but, before we do so, please could you clarify if you have accumulated your winnings with a bonus play or without? Additionally, please advise, if it was your first withdrawal in this casino and what payment method you have opted for? I hope we will be able to help you to receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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Thank you very much Imre for providing all the necessary information. I will transfer now your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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Many thanks!

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Hello Imre,

I’m sorry to hear about the delay of your withdrawal. It’s quite usual for withdrawals 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. In your case we can see that you have been waiting for more than 2 weeks. Could you please upload the conversation with the casino regarding the issue and what payment method you have opted for? It could help us understand the problem better. 

Best regards,

Juliia

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Hi Imre,

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case. 

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Royal Planet Casino has 4d 0h 57m 53s to reply