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I made a deposit with a 100% bonus of 30 euros, and had my account validated by the finance department. I adhered to all the bonus rules, and was fortunate enough to win 2700 euros on Dead or Alive 2, by betting 9 cents. The finance department congratulated me on my winnings, but the withdrawal was never validated as promised. I now find myself with a pending withdrawal balance of 1500 euros and a balance of 500 euros. The withdrawals are limited to 1500 euros per week and 6000 euros per month. Since Thursday 09/11/2023, the finance department has not been replying to my inquiries. I would like to be able to benefit from the winnings that I have earned. The casino may be experiencing some issues at the moment, but they could have communicated why it's taking so long for my withdrawal to be processed. I have attached all the contacts that I have had with the casino

J’ai effectuer un dépôt avec un bonus 100% de 30 euro , j’ai fait valider le compte par le service financier , j’ai respecter toute les règles du bonus , j’ai eu de la chance de gagner 2700euro sur dead or alive 2 , en misant du 9ct , le service financier ma féliciter pour les gains mais le retrait n’a jamais étais valider comme promis , je me retrouve avec 1500 euro de retrait en attente et 500 de balance , les retrait sont de 1500 euro par semaine et 6 mille euro par mois , le service financier me répond plus depuis le jeudi 09/11/2023 . J’aimerais pouvoir bénéficier de mes gains que j’ai durement gagner , peut être que le casino a des problèmes en ce moment mais il aurais peut me communiquer pourquoi le retrait mais beaucoup de temp a être payer je vous et joint tous les contacts que j’ai eu avec le casino

Dear Alexandre66,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that the oldest withdrawal request has been pending since October?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Have you ever made any successful withdrawals?

no first registration without problem accepts French player. The casino and even reference in France

Do I understand correctly that the oldest withdrawal request has been pending since October?

during my first withdrawal request, the back of my bank card and the bank's bank rib were missing, following the sending of the document, the finance department told me that the account was validated and the first withdrawal of 1500 euros would be processed within 2 working days, following several requests to support the withdrawal is still pending, support responded to me normally this week and congratulated me again on my winnings since then, no more news from the casino, I I was lucky to win 2700 euros with 9ct spin dice, but since the withdrawal request took a while I went down to 2000 euros and stopped playing, the last exchange with the casino I will tell you send to the address indicated, I sincerely hope that planetspin will react and that the finance department pays but gains

Avez-vous déjà effectué des retraits réussis?

non première inscription sans problème accepte joueur français . Le casino et même référencer en France

 Est-ce que je comprends bien que la plus ancienne demande de retrait est en attente depuis octobre ?

lors de ma première demande de retrait effectivement il manquer le dos de ma carte bancaire et le rib bancaire de la banque , suite à l’envoie dès document le service finance m’a affirmer que le compte étais validée et le premier retrait de 1500 euro serait traitée sous 2 jour ouvrable , suite à plusieurs demande au support le retrait reste toujours en attente, le support m’a répondu cette semaine normalement et m’a encore félicité pour mes gains depuis , plus de nouvelles de la part du casino , j’ai eu de la chance de gagner 2700 euro avec dés spin a 9ct , mais vue que la demande de retrait prenez du temp je suis descendu a 2000 euro et j’ai cesser de jouer , le dernier échange avec le casino je vous l’envoie à l’adresse indiquer , j’espère sincèrement que planetspin réagira et que le service finance paye mais gains

To inform you that Planetspincasino responded and had a problem with the payment system, they promise to pay me very soon. I will keep you informed as soon as the payment has been sent to note resolved

Kind regards, Alexandre

Pour vous informer que Planetspincasino a répondu et a eu un problème avec le système de payement , il s’engage à me payer très bientôt. Je vous tiens au courant dès que le versement a étais envoyer pour noter résolue

cordialement Alexandre

Thank you for your reply, Alexandre66. Alright, let's give it a few more days. I will keep this complaint open and if there’s no development, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Good morning ,

to inform you that planetspin is holding its commitment, he paid me 1000 euros received today, the other 500 will be paid next week

once the 500 euro I will not fail to thank you and thank Planetspincasino for swallowing respect the payment as promised thank you

Bonjour ,

pour vous informer que planetspin à tenue sont engagement , il m’on verser 1000 euro réceptionné aujourd’hui, les autres 500 seront payer semaine prochaine

une fois les 500 euro je manquerais pas à vous remercier et remercier Planetspincasino pour avaler respecter le payement comme promis merci

The casino did not keep this promise, they did not pay me the 500 euros, they validated the 1500 euros, they promised the payment of the last 500 euros this week, can you intervene so that they pay me the last 500 euros as promised THANKS

Le casino n’a pas tenu ça promesse ,il ne mon pas verser les 500 euro il ont validée les 1500 euro , il ont promis le versement des dernier 500 euro cette semaine , pouvez vous intervenir afin qui me verse les dernier 500 euro comme promis merci

Do I understand correctly that the withdrawal request for €500 is still pending in your casino account? Could you please post a screenshot of your latest withdrawal/transaction history here in this thread?

Hello here is the capture

Bjr voici la capture

Thank you very much, Alexandre66, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Alexandre66!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good morning ,

thank you the casino no longer responds as if the support was absent for subscribers nor the finance department, I would also like the casino to come and explain their reason for non-payment and the promises which were not respected, hope that planetspin responds and that an explanation is provided given I therefore invite you to the guest to come and express yourself, in all I thank you for helping me infinitely thank you to casino guru and their speaker 😊

Bonjour ,

merci le casino ne répond plus comme si le support étais au abonnés absent ni le service finance , j’aimerais aussi que la casino viennent expliquer leur raison du non paiement et les promesses qui non pas respecté, espérons que planetspin répondent et que une explication soit donné je vous invite donc à l’invitée à venir s’exprimer , en tout qu’à je vous remercie de m’aider infiniment merci à casino guru et leur intervenant 😊

Alexandre66, I have received a response from the casino, stating that the payout has been processed today. Please, let me know as soon as you will receive it!

Hello ,

yes the casino replied to me that the payment was sent today, as soon as the payment was received, you would be notified I would not fail to thank planetspin casino for respecting the payments despite the late payment, and so casino guru once the transfer is received we will be able to close the complaint, planet spin will respect the payments, I will keep you informed as soon as I receive the 500 euro

Bjr ,

oui le casino m’a répondu que la paiement a étais envoyer aujourd’hui, dès que le versement aura étais réceptionné, vous serait averti je ne manquerais pas à remercier planetspin casino d’avoir respecter les versements malgré le retard de paiement , et ainsi casino guru une fois le virement reçue ont pourra clôturer la plainte , planet spin aura respecter les paiements , je vous tiens au courant dès que j’ai réceptionner les 500 euro

New ,

thank you to casino guru and planetspin I received the last 500 euros, you can close the complaint as resolved thank you again happy end of year celebration

Du nouveau ,

merci à casino guru et planetspin j’ai bien reçue les dernier 500 euro , vous pouvez clôturer la plainte comme résolue merci encore bonne fête de fin d’année

Dear Alexandre66,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team