Despite numerous attempts to withdraw ￡100 from this casino, each and every time it does not reach my account despite the withdrawal saying completed. I’ve had to submit my bank statement no fewer than 6 times to prove each time the withdrawal was never received. The telephone number does not work and the responses I get are all generic. If this is what it’s like trying to get ￡100 I wouldn’t like to think how it would be having won thousands.

Dear Strathy2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

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

Thanks for looking into this for me. This withdrawal request was made in 20/05/2022. I don’t know if you have made contact but I did receive this email yesterday.

However as of this morning the funds are not in my account.

Hello Strathy2,

Have there been any developments since our last conversation, please? 

sadly the funds have not reached my account as of this morning and I doubt they will ever arrive now given how long I have been waiting and the numerous promises of the withdrawal being processed. I had some hope after the last email but it seems not.

I appreciate your help

Thank you very much, Strathy2, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([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.  

Dear Strathy2,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casino Planet representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Planet,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi Strathy2,

We are sorry to hear that you are experiencing issues with our Casino. 

Kindly note we sent you an e-mail in regards to your case today. At your convenience kindly follow the steps as advised in the e-mail so that we can escalate to our Payments Team accordingly. 

Should you have any queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Casino Planet Team

Dear Strathy2,

Have you received an email from Casino Planet? Do you understand everything that the casino wants from you?

I am looking forward to your answer. We are here to help.

Kind regards,

Stefan

Dear Strathy2,

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

Dear Strathy2,

As we haven't heard from you, we will close this complaint as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan