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Casino Planet - Casino Planet delaying withdrawal

RESOLVED

Complaint Info

Disputed casino

Casino Planet

Amount

£ 1950

Posted on May 10, 2022

Hello, really hope you can help. I tried to withdraw £1,950 from Casino Planet on 21 April, they randomly put the money back in my account a few days later so I resubmitted withdrawal. I've not received it, they asked me to send bank statement to show it's not been received. A statement hadn't been produced on the timeframe they needed so I sent screenshots. They apologised and issued a refund on 3 May, I've still not had this. They have again asked for bank statement, I've again sent screenshot. They aren't sending me my money and have now self excluded me from their site so I can't login and webchat. I don't know what to do or where to go now, any help would be massively appreciated. Thank you

Posted on May 13, 2022

Hi HELENLOVESDESIGN,

We are sorry to hear that you are experiencing issues with our Casino. We have escalated your case to the relevant department and are awaiting an update. The moment they provided us with an update we will inform you accordingly.

Should you have any other queries do not hesitate to contact us, we are more than happy to help.

Regards,
Casino Planet Team

Posted on May 14, 2022

Hello I've still not received my refund. On 10 May I was asked to send info of an ewallet so they could send my refund, sent them details of my neteller account as requested on the 10th May, I've still not heard anything even though I've emailed twice. I can't believe they can do this, my initial request was 21 April so it's 23 days they've held onto my money now

Posted on May 17, 2022

Hi HELENLOVESDESIGN,

Kindly be advised that we have tried to process your payment via Neteller however the payment is not processing.

We kindly advise you to check your Neteller account or provide and alternative e-wallet account (PayPa­l,E­coP­ayz­,Sk­rill) so that we can process your payment and resolve your case once and for all.

Should you have any queries do not hesitate to contact us, we are more than happy to help.

Regards,
Casino Planet Team

Posted on May 19, 2022

Hello, I have emailed my PayPal details as requested, please submit my refund to PayPal. Thank you

Posted on May 19, 2022

Hi HELENLOVESDESIGN,

Thank you for providing your PayPal details, we kindly ask you to take a screenshot with both your name and e-mail address showing in the same screenshot.

Here is some instructions if needed in order to help with the above request:

1. Using computer? Go to “Transaction History” : Activity –> Statements –> Custom –> Transactions type: All transactions + Date range: select the necessary range + Format: PDF –> Create Report –> Download

2. Using your phone?

Apple: Download the PayPal app from the App store and send a Screenshot of your profile by clicking on the PayPal face logo once. Please forward the screenshot which includes your name and email.

Android using Chrome: Please log into paypal.com and send a screenshot of your profile by clicking on the “Customize” button (3 dots on the top right corner) and select the “Desktop site” mode. The screenshot must include your name and email.

Should you have any questions, do not hesitate to contact us, we are more than happy to help.

Regards,
Casino Planet Team

Posted on May 20, 2022

Hello,

Here I have attached a screen shot including Mt name and my email, even though you already have my name and email. It also includes my PayPal reference. Please please please just send me my refund. Thank you

Posted on May 23, 2022

What you're asking for is impossible on PayPal so have sent neteller details now I've verified my account. You have every document from me, more than you'd ever need, please just refund the money owed and close this complaint. I cannot believe the hoops you made people jump through to get their money, it's not right or fair and I deserve a medal for getting this far

Posted on May 26, 2022

Hi HELENLOVESDESIGN,

Kindly note that your Withdrawal has been manually processed earlier today. Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly.

Should you have any other queries do not hesitate to contact us, we are more than happy to help.

Regards,
Casino Planet Team

Posted on May 27, 2022

Absolutely amazing, I received my money today! Still can't understand why it took 21 April - 27 May to get it but I'm happy I finally received it. Thank you

AskGamblers
Posted on May 27, 2022

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.