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Casino Planet - Payment of 2246 delayed almost 2 months and account locked even with account verified

RESOLVED
Complaint Info
Disputed casino Casino Planet
Reason Delayed payment
Amount € 2246
dean56john Ireland
Posted on November 12, 2020

I signed up to Casino Planet and deposited €300 euro on the 17/09/20 and I was awarded with there welcome bonus. I play a multitude of slots and was delighted when I had a fantastic win I then completed the wagering requirements and on the 20th of September 2020 I requested a withdrawal of the money I had won playing on the site (€2246).

I received email confirmation of the request and told me it'd be reviewed and processed within 48 hours. They then asked me to verify my account with ID, POA and card images. I sent these over. They then asked for selfies with my ID and my card w/ the note. I also sent these over. Then on October 6th they said my account was closed for a routine security check.

Since then I've basically been on live chat 3 times per week and been getting the same answers every time '' My account is under review this makes no sense as they have told be it is verified''

It seems clear to me that this site is staling in paying out, Have they got enough liquidity to pay out or are they hoping punters wont chase them up. This is a lot of money and I am not going anywhere until I am paid in full.

PFA the transcript. It's basically the same thing every time. They're unhelpful and get me nowhere. I actually resent those documents on Oct. 13th again. They made a 'case' and still no replies. You'll also see that transcript says my accounts are verified but I'm still locked out of them! (I have accounts with two other genesis sites Casoola and Spinit) I've ran into the same situation with them. Selfies and everything sent off but I get nothing back. They have no reason to take this long. I can't even use these sites to game as they all locked me out.

Regards
Dean Johnson

AskGamblers
Posted on August 19, 2021

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Casino Planet management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on August 20, 2021

Dear DEAN56JOHN,

We would like to apologise for the delay in getting back to you.

This is to inform you that your withdrawal was processed on the 1/06/2021 and the funds should now be available in your bank account.

If you have not received the withdrawal, we kindly ask you to contact us back and we will be more than happy to look into this matter further for you.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Planet Team

AskGamblers
Posted on August 20, 2021

Dear @dean56john,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casino Planet Complaints

  • 32 of 32 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 2,503 USD avg amount

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