Slot Planet Casino - Player’s withdrawal is delayed.

Hello. I deposited €200 into the casino for the welcome bonus. I won €312 from the casino and did the required checks on the casino, as well as the rest over email. I've been asking about the status of my withdrawal, but I'm not getting any response. Could you please help me? Thank you in advance.

Dear aleksanderelias, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Do I understand correctly that your account has been verified?

Thank you in advance for your reply.

Best regards, 

Kristina

On December 4, 2023, I have made a repatriation request. to confirm the account, I have done everything requested, but still I don't see the withdrawal and the casino doesn't reply to me by email

Thank you for your reply, aleksanderelias. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? Please post a screenshot of your withdrawal history here in this thread if possible.

Hi. I have not previously made withdrawals from that casino.

Thank you very much for your reply, aleksanderelias. 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.

Thank you very much, aleksanderelias, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.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.  

Dear aleksanderelias,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slot Planet Casino representative to join this conversation.

Dear Slot Planet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear @aleksanderelias,

Thank you for reaching out to us.

Upon reviewing your case, it appears that we still require a crucial document: proof of address.

To proceed with your request efficiently, we kindly ask you to provide us with this document. Below, you'll find a list of acceptable documents for proof of address:

-Utility Bill (dated within the last 3 months)

-Credit Card or Bank Statement (dated within the last 3 months)

-Benefits Statement (dated within the last 3 months)

-Council Tax Statement (dated within the last 12 months)

Please upload the requested document through your account portal using the provided details. This will enable us to process your withdrawal request promptly.

Should you have any questions or require further assistance, please don't hesitate to contact us. We're here to help.

Thank you for your cooperation and understanding.

Best regards,

Slot Planet Casino

Dear aleksanderelias,

Could you please confirm, if you have been able to progress in your verification process?

Thank you.

Greeting. I was able to upload the document to the casino's page successfully, so everything should be fine based on the confirmations.

Greeting. Could you tell me how long it takes to get home? verifications have also been made.

Dear Slot Planet Casino,

Could you please clarify, when the player can expect to receive his withdrawal?

Thank you in advance.

Hi @aleksanderelias,

I'm pleased to inform you that the withdrawal of €312.25 has been successfully processed on your behalf.

Please note that while the transfer may take up to 5 working days to reflect in your bank account, it could also be processed instantly.

Should you have any additional questions or need further assistance, please don't hesitate to reach out to us again.

Best regards,

Slot Planet Casino

Dear aleksanderelias,

Could you please confirm, if you have received your withdrawal?

Thank you.

yes, I have received the money, thank you all for your cooperation.

Dear aleksanderelias,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru