I’ve submitted all requested documents and was verified but I’m still not getting my money. I can’t contact the right department only the agent who do not have any authority to tell me anything

Dear kainergambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

December 4th I was verified

I fully understand your frustration, kainergambler. However, I will set the timer for additional 5 days and if there’s no development by the end of this week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Ok, thank you

Hello kainergambler,

Have there been any developments since our last conversation?

No their still telling the relevant department will contact me. But I haven’t received an email yet, been over a week they’ve been telling me this. It’s been escalated is what I’m told

Thank you very much, kainergambler, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello kainergambler,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to ask Casino Planet to join the conversation and participate in the resolution of this complaint.

Yes please thank you Adam

Hi kainergambler,

Kindly note we sent you an e-mail today the 24th of December 2021 in regards to your Withdrawal.

Should you have any queries kindly contact us accordingly.

Regards,

Casino Planet Team

Hi kainergambler,

Kindly note that your payment has been processed on the 26th of December 2021, Kindly wait 3-5 working days in order for balance to reflect into your account. 

Regards,

Casino Planet Team

Hello Casino Planet,

Thank you very much for the updates.

Dear kainergambler,

Please let us know when you receive the payment, we will extend the timer and wait to hear from you.

Dear kainergambler,

Could you let us know if the matter is now resolved? Please be aware that if you fail to reply in the given time frame, we will reject your complaint.

Although it appears the issue may have been resolved, without confirmation from the player this complaint will now be rejected. It can be reopened at any time.