Bad communication and slow payment

On 14/01/2026 I deposited via my bank account and won £1300. After requesting withdrawal i reach customer support to ask how long until i will receive my winnings. They replied allow some time account team need finish verification. I said ok no problem even I had strange feelings. So on 16/01/2026 I received email from account team where they informed me that they were unable to process the transaction. Straight away i responded to that email with question if my funds can be sent to my papal account as other options which they were offering me wasnt possible as I don't have anymore acces to this bank accounts. Account team not even reply. I also send them my bank statement and asked to sent my funds via bank transfer. Next day I again reached customer support with question when and how long until i receive my money. All the time same answer: allow some time ,Accounts Team will be in contact soon. Of course nobody! The third day i was about again reached the customer support but find out that my account is locekd without any notification or reason. Another couple days and I still dont have my money or valid reason to lock my account. When i started asking whats going on with my account they lied to me and all the time they keep telling me its routine checks and often happening on their site. I started reaching costumer support more than before to keep asking when I will receive my winnings. Until today (21/12/2]26 I heard only one answer: Allow some time... this continued until today 26/01/2026 morning when I received email to inform me that my account will be closed and any winnings confiscated. They also inform me that I wiil receive withdrawal of £80 which i dint even requested. So i reached again customer support only to find out again to allow more time" i was trying to pull some more information why was all this happening but no luck!
So i contacted account team via their email with mentioned issue and asked them for clearly explanation why was my account closed and my winnings confiscated, no answer until now and customer support keep saying allow some time.

I made two withdrawals on 13/5/23 - not my first withdrawal with slot planet - the others went through fine.

They emailed to say needed documents and bank statements, I sent all of these the same day and I received an email to say all accepted and account ID verified.

I emailed when still nothing received to bank. I was told that they are performing other checks and would be 2-5 business days. That was a week ago and any emails I send are going unanswered.

They are holding £600 and I am fully verified and they are not communicating. It is not 30/5/23.

I have tried everything I can think of but they have blocked my login so I can’t even check status.

I wondered if the issue was that I sometimes fund from bank and sometimes Apple Pay but they won’t even communicate to say any issues, just ignoring me completely.

Hey! I took an welcome bonus for Slot Planet Casino and managed to get up to 1200€ after the wagering. I played with 1-5€ bets at maximum which is stated in the bonus terms. I read those carefully everytime I sign into a new casino and I am fairly familiar with the slotworld. So after the wagering I had this 1200€ real cash balance. I did not withdraw instantly and I double checked that the wagering was surely done. Then I proceeded to buy couple bonuses in white rabbit, since the wagering was done and I had couple hundred over the nice 1000€ cashout. Those didn't pay so I withdrawed 1000€. After 4 days of pending withdraw I received an email stating that I had break the max bet rule. The rule states "7 (vi) The maximum bet allowed while the Welcome Bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings." So the max the while bonus is active is 5€ as I had checked. I knew the rule and I followed the rule. I never bet over 5€ on any casino with bonus money since the rule is so popular. Anyways my moneys got deleted and I got refunded my deposit. I then contacted the live support which kept ignoring my questions and just told me to wait up to 21 days for the case to be solved. I would like this case to be reviewed and I am not willing to wait 21 days for nothing.

Slotplanet, who are powered by White Hat Gaming, are trying to confiscate the winnings I made using a cash deposit for a bonus. I was emailed by them to say I was no longer eligible for bonuses on my account or any of their brands, however when I signed up to Slotplanet I was not notified of this and I was repeatedly emailed bonus offers to the email address above. When I eventually deposited for an offer, the bonus was credited. I proceeded to play on the slots using only my cash balance, and managed to win around £737 - and as this was won using cash funds I was able to withdraw this money immediately and forfeit the bonus. Around 2 weeks after this i received an email about confiscation of winnings, as apparently my account was not eligible to receive or use bonuses, and that therefore the funds were to be confiscated. However my argument here is that I should receive these winnings because firstly, I did not actually use any bonus funds, I only accepted the offer on deposit, the actual bonus amount had not been touched - if it had been used I would not have been able to submit a withdrawal. Lastly, why was I able to sign up and receive a bonus if my account was blocked, and why was I repeatedly emailed bonus offers for several months after signing up? In addition to all of this, they even confiscated my deposit cash which I believe is illegal in these circumstances. Some help to mediate here would be much appreciated.

I made the grave mistake in joining SlotPlanet.com on the 6th of March 2018. Here is what happened: 1) I deposited 40,000Kr (€4,000) in a few installments using Trustly connected with BankID which the most secure payment method out there. You are literally already KYC`d as a customer in that sense. Anyhow, I lost it all and didn’t claim any welcome offers etc. Pure loss with no strings attached. 2) After the loss I then tried to deposit another 10,000 Kr (€1,000) but the cashier froze and timed out. No error message no nothing. I tried to deposit again 10,000 Kr (€1,000) and same issue happened again. 3) I later logged in and no money had arrived to my player account but my bank had indeed deducted the two deposits (€2,000). 4) I jump into their Live Chat and start talking to their support. By the way they are using fake pictures as their support staff unless everyone is Miss World Models, haha. No big deal but I still think it creates that unserious/ dodgy type of feeling. 5) The following quotes are taken from the chat transcript I got sent to me: “Client 11:49:54 pm hi i just made 2x10,000kr in deposits its been taken but not showing in the account Iida 11:50:48 pm There is an issue that is reported for depositing. It is being looked into at this time and will be processing soon. We ask that you allow up to 30 minutes to an hour to allow for this to go through please.” 6) I then wait almost an hour and new person in live chat tells me the following: “Tim 12:41:16 am We are currently undergoing some routine maintenance at the moment and are unable to access your account information at this time. May I ask that you please allow up to 1 hour for this to be resolved and we will be more than happy to assist.” 7) Ok, so now it’s a “routine maintenance” and that’s the reason why they taken €2,000 from my account. I wait another hour or so and third person tells me it will take more time. I just wasted a lot of time and its getting late in the night, so I tell them to simply send back the funds to my account and close the account. I won’t spend more time here since there is a ton of other casinos with somewhat of a standard. 8) Morning after I log in and my account is blocked. No emails no nothing sent to me in my inbox. I jump into the live chat and I quote: “Carleen 08:11:42 am Thank you for holding, I have looked into this for you, I am sorry for the experience you have had with the agents last night. The issue was resolved and I am able to request these funds to be sent back to you however it will not be possible until we receive your documentation which the agent should have requested last night I do apologize. When you are able to I know this is frustrating as well but send us these documents as soon as you can, so once this has been done, we can request a manual withdrawal for your funds in your account. We would require the following documentation: 1) Either a copy of passport or both parts of driver's license. 2) A copy of front and back of card used to make deposits with. ( Only applicable should you have deposited at the Casino using a debit/credit card ) 3) A copy of a recent utility bill with your name and address reflected on it, or another document with proof of address As soon as your documentation arrives, we will be sure to pass them to our Accounts Team for review. Please kindly note, our Accounts Team operate business hours only (GMT)” 9) Ok, fair enough I know a lot of casinos requires KYC´s but I think they could have thought twice about it given the following: 1) I didn’t win any money, they simply took my deposits from my account 2) as mentioned before I’m using Trustly/BankID as payment method and 3) the issue is totally on their end and it’s a rather big issue if you ask me. Either way, I do as I’ve been told and send it the documentation. 10) 7th of March. I received a reply from their security team: “Kindly be advised that the documents review period can take 1-2 business days. You will be notified as soon as the process has been completed”. 11) 14th of March (one week later), no progress what so ever. I like to call them in person to talk to someone senior, but this company don’t offer any phone (real person) communication. I jump into their live chat again and speak to a Swedish support agent this time as I’m Swedish. (English translations available after quote): ”Lars 04:11:44 pm Som sagt supporter har ingen möjlighet att kontrollera eller kommentera problem som eskalerats till det tekniska teamet. Jag ska posta vad jag ser i mitt system.” This basically translate into: “There is nothing we at support can comment on or do since this is now with our technical department”. 12) 14th of March. I’m trying to email this time and finally received a reply again from a Swedish support agent and this is where I’m starting to lose faith. I’m asking what’s the update on my €2,000 and this is the reply (English translations available after quote): ”Hej igen < name removed >, Tack för ditt svar. Det jag menar är att de jobbar på ditt ärende. Vi får egentligen inte betala ut pengar som inte omsatts 1 gång. De kommer att höra av sig så fort de är klara, jag tvivlar inte på att de kommer att lösa detta. Varma hälsningar, Robin Slot Planet https://www.slotplanet.com/ Email: [email protected]” English translation: “Hi again < name removed >, Thanks for your reply. What I mean is that they work on your case. We can not really pay out money that has not been wagered once. They will hear as soon as they are done, I do not doubt they will solve this. Warm greetings, Robin Slot Planet https://www.slotplanet.com/ Email: [email protected]” 13) Ok so now they want me to wager on money that I accidentally deposited due to a bug on their end!! To remind you I also lost €4,000. Surely these type of rules must be proper breach in how to treat players and against human rights!?! LOL 14) 20th of March - almost another week with absolutely no progress. I emailed their support to get an update and same Robin guy replies (English translations available after quote): “Hejsan < name removed >, Tack för ditt mail. Jag vill be om ursäkt för att du inte har fått något svar. Dock så kan detta ta upp till 21 dagar vilket vi förklarat för dig. Vi på kundtjänst kan inte påverka detta i dagsläget utan vi behöver vänta in ledningens svar. Varma hälsningar, Robin Slot Planet https://www.slotplanet.com/ Email: [email protected]” English translation: “Hello < name removed >, Thanks for your mail. I want to apologize for no response. However, this may take up to 21 days, which we explained to you. We at customer service can not influence this at the moment but we need to wait for the management's response. Warm greetings, Robin Slot Planet https://www.slotplanet.com/ Email: [email protected]” 15) So now they tell me out of the blue that this might take up to 21 days?! I never been told that. To summarize, Ive been playing poker and casino online since 2004 and I have never come across anything like this before. I guess I will at some point receive my money back but it’s just a very, very poor way of handling customers. Right?!! Thank you Askgamblers for offering this service! Best of luck!

Its been a Full 2 weeks and i haven't received my withdrawal of $580. My account has been verified on the website. I don't understand why i haven't received my winnings its been 10 business days and no reply from the financial department about my withdrawal status. All the support says is that i should receive an email about it the next day but nothing happens. is it gonna take a whole month to receive my winnings ?