Slot Planet Casino - Player claims that payment has been delayed.

They are making it difficult to pay the gain obtained. They are not accepting my proof of residence since it is a telephony and only one in my name

Dear leciofonseca,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I come here to clarify that they still haven't solved my case

To other players who intend to sign up for the Planet slot, do not make a deposit. they don't pay, don't be fooled by the positive rating

I will only change my opinion when I make my deposit

I played in pin up, parimatch etc.. these are casinos that comply with the commitment

Slot Planet Irresponsible casino pays no one. My value is still pending. I want you to solve my problem soon

Congratulations to pin up, Olympia , parimatch , mr.bet, leonbet, twin , veri & jon is Blaze these are casinos that REALLY pay

Dear leciofonseca,

Please note that remote casinos adopt a number of approaches and methods to verify the identity of their customers. 

In line with regulatory requirements and clause 5.5 of our terms https://www.slotplanet.com/br/terms-conditions, we have the right to carry out additional verification checks at any time. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

We have looked into your query with our Accounts Team and can confirm that the documents provided by you were not accepted for verification purposes. For ease of reference, we detail again here what documents we require.

We require one document for proof of identity and one document for proof of address.

Proof of Identity: 

The following documents are valid for proof of identity:

• Passport

• Identity Card (both sides)

• Driver’s license (both sides)

Proof of Current Residential Address:

The following documents are valid for proof of address: -

• Utility Bill (less than 3 months old)

• Credit/Debit Card Statement (less than 3 months old)

• Tax Statement (less than 12 months old)

You can directly scan or take a photo of the documents in full and send them via email to accounts@slotplanet.com

Kind regards,

Slot Planet

I have already sent my documents everything you asked for I will not send anything else

I want you to pay my winnings like other casinos pay.

Be responsible! out of 2000bl I already lost 200bl

And that's what you want to hold the gains for customers to lose their profits

Dear leciofonseca,

Have you received your withdrawal from the casino yet?

Not received

And from what I understand I will not receive from the Planet slot

The casino declined all verification methods.

It's keeping my value stuck to play and lose the winnings, as has happened

Hi leciofonseca, 

In line with regulatory requirements and clause 5.5 of our terms https://www.slotplanet.com/br/terms-conditions, we reiterate that have the right to carry out additional verification checks at any time. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

We regret that the documents submitted did not satisfy this requirement; and therefore draw your attention to our withdrawal policy, as outlined in clause 9.3 of our terms and conditions https://www.slotplanet.com/en/terms-conditions which confirms that "No withdrawal will be processed, and funds cannot be withdrawn from your account until: (i) *Verification Checks have been satisfactorily completed*; (ii) payments have been confirmed; and (iii) you have complied with any other withdrawal conditions, specific rules and promotional terms relating to your use of the Website and/or affecting your account (for example, any applicable bonus terms). Please note that Verification Checks include checks on your identity, age, place of residence and proof of ownership for any payment methods used (including the source of your funds or wealth) as further set out in clause 5. We may withhold any withdrawal in instances where you have not complied with any of the conditions in this clause."

We strongly encourage you to engage in direct correspondence with our Accounts Team on accounts@slotplanet.com in order to ensure that your query is appropriately addressed and resolved in a timely manner. 

Kind Regards,

Slot Planet

Hello everyone,

Thank you both for your replies.

leciofonseca, could you please clarify which documents you provided? Did you follow the casino's instructions when submitting them? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

E.mail sent regarding the casino

Thank you very much, leciofonseca, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.d@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.  

Hello leciofonseca!

Since the casino has already provided us with the necessary steps to fulfill in order to proceed with your verification check, I'd like to kindly suggest you to follow the instructions of the casino and please let us know once you will submit all of the necessary documents.

Dear leciofonseca,

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.

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

The player can reopen this complaint anytime.