Planetwin365 Casino IT - Il giocatore fatica a ritirare le sue vincite.

good evening my name is lina and at the beginning of september i registered on planetwin taking advantage of their sports welcome bonus and completing the rollover, since then i have tried to withdraw and i have sent dozens of documents (which prove what is requested of me in fact i sent them in the meantime also to 888 and they accepted them) the fact is that those of planet answer me that for SECURITY REASONS they cannot approve my documents such as for example the proof of ownership of my iban when I called my bank myself and I asked for the documents in question explaining the situation but those of planet simply responded by saying that they want yet another document that proves the ownership of my iban (PS I have already sent them two and both are not approved for security reasons) I don't know how to make time that I will have to contact a lawyer if I don't resolve

Please help me o

I am also attaching proof of my iban in order to prove what I have just said

buonasera mi chiamo lina e ad inizio settembre mi sono registrata su planetwin usufruendo del loro bonus benvenuto sportivo e completando il rollover, da quel momento provo a prelevare e ho mandato decine di documenti ( che comprovano cio che mi viene richiesto infatti li ho mandati nel mentre pure a 888 e me li hanno accettati ) sta di fatto che quelli di planet mi rispondono che per MOTIVI DI SICUREZZA non possono approvare i miei documenti come ad esempio la prova della titolarita del mio iban quando io stessa ho chiamato la mia banca e gli ho chiesto i documenti in questione spiegandogli la situazione ma quelli di planet rispondono semplicemente dicendo che vogliono un ennesimo documento che provi la titolarita del mio iban (PS gliene ho gia inviati due e tutti e due non approvati per motivi di sicurezza) non so come fare tempo che dovro contattare un avvocato se non risolvero

Aiutatemi vi prego ;o

vi allego pure la prova del mio iban in modo da comprovare quanto appena detto

Hello LinaSlot,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlanetWin365 Casino IT. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I sent several emails with the documents starting from December 5th and they only approved my selfie with the document and clearly the identity document but not the screen of my hype virtual card and the proof of ownership of my iban and I can't explain it since the two documents sent in question are fine, I also sent them to you, you can see it with your own eyes

ho inviato diverse email coi documenti a partire dal 5 dicembre e hanno approvato solo il mio selfie col documento e chiaramente il documento di identità ma non lo screen della mia carta virtuale hype e la prova della titolarita del mio iban e non riesco a spiegarmelo dato che i due documenti inviati in questione vanno benissimo ve li ho anche inviati lo potete vedere coi vostri occhi

Thank you LinaSlot for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi LinaSlot,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Planetwin365 Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons why the player's banking documents cannot be accepted?

Thank you in advance.

Best regards,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi LinaSlot,

I hope you are doing well. Just to inform you, I'm in direct touch with the casino's representatives and was provided with the information that some of the documents you submitted for verification couldn't be accepted.

You should have already been notified via email that you need to provide the casino with the correct documents.

Could you please notify us about your further actions in order to get your account verified?

Thank you.

Kind regards,

Tomas

yes they tell me that the documents cannot be accepted for security reasons but they don't give me a detailed explanation they simply tell me to send more I have already sent them everything they asked me several times, could I kindly ask more specifically exactly which document sent by the undersigned was not accepted and why?

si mi dicono che i documenti non possono essere accettati per motivi di sicurezza ma non mi danno una spiegazione dettagliata semplicemente mi dicono di inviarne altri io gli ho gia inviato tutto quello che mi hanno chiesto piu volte, potrei gentilmente chiedere in modo piu specifico esattamente quale documento inviato dalla sottoscritta non è stato accettato e come mai?

the casino does not approve my documents not because they are not good but it clearly does so as not to pay me if you give me an email I will send you all the documents and you can see for yourself

il casino non approva i miei documenti non perche non vadano bene ma lo fa chiaramente per non pagarmi se mi date un email vi inoltro tutti i documenti e lo vedete voi stessi

Hi LinaSlot,

You can send me those documents for review to my email address: tomas.k@casino.guru

I will consult the situation with the casino's representative and keep you posted.

Thank you.

Kind regards,

Tomas

done ;D sent my documents to the very kind thomas for document verification

fatto ;D inviati i miei documenti al gentilissimo thomas per la verifica dei documenti

Dear LinaSlot,

I can confirm that I have received your documents. After discussing your case with the casino's representative, please be advised that you need to take a screenshot of your credit card on the website of your bank, not in your mobile application. URL address needs to be visible.

Could you please tell us if this is possible for you? Has your bank a website where you can log in?

Thank you.

Kind regards,

Tomas

it is not possible for me to provide this screenshot I logged into the hype next web and there were no visible card details and I think they know it, I also called the bank and lost half a morning, furthermore by email they tell me that the proof of the iban is not good at least that thanks to you they approved it so as you can see their type of behavior is now clear and predictable

non mi risulta possibile fornire questo screenshot ho fatto il login sul web di hype next e non cerano i dati della carta visibili e penso che loro lo sappiano, ho pure chiamato la banca e ho perso mezza mattinata, inoltre via email mi dicono che pure la prova del iban non va bene almeno quello grazie a voi lo hanno approvato quindi come vedete il loro tipo di comportamento ormai è chiaro e prevedibile

Dear LinaSlot,

Could you please provide us with a screenshot of your bank account (when using a browser), so we can see that you don't have a credit card category to click on there?

Thank you.

Kind regards,

Tomas

here is the screen of my online banking in the documents section there is nothing related to the card that we remember I have already sent with a lot of screenshots and also with a bank document with the card details to prove my ownership

ecco qua lo screen del mio online banking nella sezione documenti non ce nulla relativo alla carta che ricordiamo ho gia inviato con tanto di screenshot e pure con documento bancario provvisto dei dati della carta per provarne la mia titolarità

Thank you, LinaSlot, for sharing the screenshot. Currently, I am waiting for the casino representative to review your screenshot, and we will investigate further. But as I was already advised, it could be necessary that you need to get a paper document from your bank that states you as the owner of both IBAN and credit card. Can you please call your bank and ask them for such a document?

Kind regards,

Tomas

I have already asked for it and subsequently already sent a pdf where there is my iban and my name, the hype bank is an online bank there are no branch points the only thing I can do is print the document that I have already sent several times but I don't understand the meaning of it

l'ho gia chiesto e a seguito gia inviato un pdf dove ce il mio iban e il mio nome, la banca hype è una banca online non ci sono dei punti filiali l'unica cosa che posso afre è stampare il documetno che gia ho inviato diverse volte ma non ne capisco il senso

Dear LinaSlot,

I have received the following instructions from the casino representative:

"Please send us a screenshot of the bank coordinates option in the browser version of your bank account and upload it through the verify my account section of your planetwin365 account. We will proceed to check the document in the fastest way possible and get back to you. Thanks for the cooperation."

Could you please provide the casino with the above-requested information and inform us once you have done it?

Thank you.

Kind regards,

Tomas

hello i just uploaded the screenshot as requested by the casino hopeful that this time we can fix the problem

ciao ho appena caricato lo screenshot come richiesto dal casino fiduciosa che questa volta si possa risolvere il problema

Dear LinaSlot,

Could you please send that screenshot to me as well? (tomas.k@casino.guru)

I will review it and consult with the casino afterwards. Thank you.

Kind regards,

Tomas

done ;D

fatto ;D

Thank you, LinaSlot, for providing the screenshot.

As the casino advised, could you please reply with this screenshot to the last email from the casino in which they asked you to attach this file?

Thank you.

Kind regards,

Tomas

I actually uploaded it to the site a week ago and they told me via chat that they've already received and approved it, having said that I've just sent it via email as well

in realtà l'ho caricato sul sito una settimana fa e mi hanno detto via chat che lo hanno gia ricevuto e approvato , detto questo l'ho appena inviato pure via email

Dear LinaSlot, thank you for your confirmation. I'm now waiting for the casino representative about the verification result. I will keep you updated on any developments.

Kind regards,

Tomas

Dear LinaSlot,

As I have been informed, the casino needs you to provide proof of the credit card as follows: a photo of your phone's screen - so not a screenshot that you have already sent, but of the screen so that they can see the edges of the device as well as the info.

Can you please send this photo to the same email address as the last time?

Thank you very much for your cooperation.

Kind regards,

Tomas

Dear LinaSlot,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas

Dear all,

We’ve reopened this complaint at the request of LinaSlot. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Kind regards,

Tomas

Hi LinaSlot,

We have received your message that you are still facing problems with the verification of your account.

I will contact the casino representative and try to figure out what's going on.

I will keep you updated on any developments.

Kind regards,

Tomas

i uploaded the photo of my device with the card in view and all the data by taking the photo with another phone, again the usual answer:

We inform you that for security reasons we cannot accept proof of ownership of the ****4082 card

and then they asked me again for the screenshot already sent several times

ho caricato la foto del mio dispositivo con la carta in vista e tutti i dati facendo la foto con un altro telefono, di nuovo la solita risposta:

La informiamo che per motivi di sicurezza non possiamo accettare la prova di titolarità della carta ****4082

e poi mi hanno richiesto un altra volta lo screenshot gia inviato diverse volte

here is their answer:

Dear lina,

We cannot accept the documents sent because they do not comply with the required requirements.

Please contact your card issuer they can help you with the screenshot of the card **4082.

Best regards,

Mirco

I can't understand what it means even if I know what they are doing (I remember that I sent them 3 screens the bank document with the card details and also the photo of my device with the card in view by taking the photo from another phone)

ecco la loro risposta:

Gentile lina,

Non possiamo accettare i documenti inviati perche' non sono conformi a requisiti richiesti.

La prego di contattare l'emittente della carta che le possono aiutare con lo screenshot della carta **4082.

Cordiali saluti,

Mirco

non riesco a capire cosa voglia dire anche se so cosa stanno facendo ( ricordo che gli ho inviato 3 screen il documento della banca con i dati della carta e pure la foto del mio dispositivo con la carta in vista facendo la foto da un altro telefono)

Dear LinaSlot,

I'm still waiting for the casino representative to answer my questions. Hopefully, they will respond soon. On the other side, I believe you did everything correctly and honestly, I can't imagine what more you can do.

I will update you on anything new.

Kind regards,

Tomas

Dear LinaSlot,

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Kind regards,

Tomas

the casino won't answer clearly if you don't point out that it will have penalty points

I don't understand how in fact this casino has 9.9 stars when there are dozens if not hundreds of people in my situation

il casino non risponderà chiaramente se non fate presente che avrà dei punti di penalizzazione

Non capisco come faccia infatti questo casino ad avere 9.9 stelle quando ci sono decine se non centinaia di persone nella mia situazione

Hi LinaSlot,

The casino representatives informed me that you had been successfully verified and that you can now withdraw your winnings.

Can you please confirm if this is correct and that the matter is now resolved?

Thank you.

Kind regards,

Tomas

as soon as they pay me, I confirm that until I see the money, nothing changes

with the dog you need a stick

appena mi pagano vi do conferma che finche non vedo i soldi non cambia nulla

col cane serve il bastone

Sure. Please let me know once you have received the payment.

Thank you.

Kind regards,

Tomas

of course, thanks

certo grazie

Dear LinaSlot,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

i got the money thank you so much without you they were still asking me for credit card pics with my grandma fighting a gorilla

ho ricevuto i soldi grazie mille senza di voi stavano ancora a chiedermi le foto della carta di credito con mia nonna che combatteva contro un gorilla

Dear LinaSlot,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Tomas