I've been using this casino for a few weeks now. And last week they asked me to verify my account which I did in the same day. Five days have passed and I've had no update. Its annoying as I have 400 pounds in pending withdrawals.

I'd really like this resolved

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Could you please advise if you’ve accumulated our winnings with or without n active bonus?

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

Best regards,

Petronela

Thank you for your response. It wasn't bonus cash that I used to play with. It was money I deposited.

I haven't been informed that there is a problem. I've had three responses via email and they just say the will escalate my verification but nothing has happened and no update has been given.

Hopefully we can get this resolved

Many thanks

Thank you very much, Chris, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Casino Plante to join us and help us resolve the player's issue.

Good morning. I'm glad to say that as of today I am verified, and I've been assured that my pending withdrawal should be in my account soon. If this changes I will be in touch. Thank you for your time. You've always been helpful

Hello Chris,

thank you for your patience.

Please note that we reviewed your account and we can see that your pending withdrawal has been paid out correctly on the 17/05/2021.

Please allow up to 5 working days for the funds to reach you.

If you will still have any issues, please do not hesitate to contact us via email and we will be more than happy to assist you.

Regards,

Casino Planet Team

I'm glad to hear such good news. Dear Chris, please let us know when your money arrives to your bank account. Looking forward to your answer.

Dear Chris,

We haven't hear from you in a while. Could you please advise if your withdrawal has arrived? Also note, if you won't respond within the next 7 days, the complaint will be rejected.

Good afternoon, I did receive the money, yes. Thank you for your help. And I'll remember to get in touch in the future if I need assistance.

You've been really helpful

Thank you Chris for letting us know, we gladly hear that your issue has been resolved. Let's hope there won't be any other trouble with casino in the future, but if so, we are here to help.

Best regards,

Nick

www.kpvfaw.com