Failure to Verify and Pay out within Stated Timescales

There was previously an issue with this site around September of this year in relation to a bonus I had got on this site, from the bonus I managed to win around 840 pounds however they then stated after I tried to withdraw that the winnings were terminated due to breaching a condition.

A few weeks later I had gotten an email that I hadn't seen til recently due to country regulation changes, which states because of their fault for having the bonus buy on Starburst which shouldn't have been on their site for UK players they then stated I can now withdraw my winnings.

On the 19th of this month, I tried to withdraw my winnings and didn't let me so I contacted the site, they seemed to be helpful in responding and saying there was an issue with my bank card even though I deposited with the same card and further requested a bank statement and picture of my card for a different withdrawal method in order to withdraw the money and since I've sent it I haven't heard one thing back, and strongly feel like they are trying to delay my withdrawal and have barely had responses from this site.

I've never had any trouble with any other site in relation to gameplay or withdrawal and feel very strongly that they are trying hard not to give my money even after all the initial hassle that was caused in the first place. Now due to changes of this site I cannot log in also and find it very difficult to get a response.

Also due to not being able to log in I'm not able to check my username as I've forgotten it and have not used this site in ages but I use my email to log in always.

On the 29/7 I made two withdrawals. The first one cleared within a day or so, the second is still sitting in pending,

I have been on chat numerous times and no one can give me much information other than its delayed, but the promises of it being released since Saturday has fallen flat. It's still sitting there in pending.

I'm raising this complaint as I feel as a company this is a common occurrence and no one really knows why.

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

Very slow in processing withdrawals. I won 11000 over 2 and a half weeks ago. And they keep coming up with every excuse to delay my payment. I got told it would be processed over 4 payments due to only being able to withdraw 5500 per week. But still haven't received it. And after chat after chat and email after email. I'm still no further forward. And now they have self-excluded me from their casino with no valid reason.

When will I get my winnings ????

Hi,

I'll keep it short and sweet. £270 deposited. £100 withdraw - paid within 24hrs. £350 withdraw 27/3/22 - requested verification and still pending.

Account verified - 31/3/22. All documents requested were sent and approved. (Even had to print out some as don't accept digital signatures)

When asked on Live chat - "please wait up to 72hrs for processing withdrawal review, verification can take a little longer". Why was £100 paid under 24hrs? Why isn't my £350 been processed/paid?

Very poor customer service seems like automated messages.

Thanks in advance

Can’t believe I hadn’t read the reviews before joining the site. I had deposited and withdrawn several times with no problems- until I won a larger sum- the withdrawal never came/ they then decided I needed verification (fair enough) which I gave- it was extensive, but after a couple of days of back and forth with different forms of id I was passed- a few days passed and still no funds in my account-

After speaking with live chat(the only people you can actually speak to, who are very friendly) they then informed me that I needed to have a phone call for final verification. I passed that early yesterday morning and still absolutely no word from the finance department regarding my withdrawals. This is an absolute joke/ I can’t believe how they are allowed to get away with this for so many people.

Good morning guys,

I deposited £1220 on 26.12.21 and withdrew £330. I got an error logging after trying to access my account on 09.01.22. to see where my withdrawal was. After getting through on live chat they are saying my account was self excluded as I was self excluded on a sister site on 21.12.21.(see attached screenshot)

Obviously a bit worried by this I've queried it. To my surprise they have now sent the withdrawals through(rather quickly may I add).

I feel like they have done this as it's considerably less than the deposits.

My complaint is that they should never have let me deposit in the first place as I should have never been allowed to open an account.

Worryingly I have tried to get this rectified before coming here and they have completely changed the goal posts saying I was self excluded on 28.12.21. Why have they changed their mind? Is it so they don't need to send back my deposits? My main concern is if my withdrawals were significantly higher than my deposits would they have honored them or would they have played the self exclusion on the 21.12.21 card.

I feel something unfair has happened here. I can attach all live chat correspondence if needed as I have them sent to my email.

Hope you can help AG.

I won £550 and went to withdraw as usual as I had done with no issues twice beforehand. I was asked to provide I'd I have given nhs letters,bills, tenancy agreement front and back of my card in selfie format showing me. Also as I am disabled I cannot travel or drive I don't have a passport the only photo Id I own is my disabled bus pass that clearly shows my photo Id and name and they still will not accept this they keep saying they need a citizen card? I am 53 years of age I don't go outside due to my cancer and disabilities I don't drink alcohol so I have never needed to prove my age. Each chat I do I get different information and they won't accept I have no more evidence to give. And now they have excluded me without my permission and blocked me. They say it's due to a comment and saying I need this money for necessities. This I not the case but obviously when you win something of course if you don't receive it your gonna be annoyed. I have asked for them to return the money to my account so I can then withdraw it to my new card as I had to cancel the one on file due to a fraudulent transaction made and since I asked that they block my account. I have tried to ask them to help and I get nothing but told to wait and wait.

I simply need them to allow me to withdraw put my account back to access and reverse the withdrawal from my canceled card so I can then add my new one and get my money and once this happens I no longer wish to use the site again. If they needed I'd why not ask when I first joined or made two withdrawals with no issues it seems the more you win the less there willing to pay out my date of birth is < birth date removed> I have fought in the war and have the scars to show I should have to beg for my money