I won 680 euros, sent all documents for identity. casino answers 3 times and said it takes a few more days to review the document. my payment approved. But the amount didn't come. now the casino no longer answers.

Ich habe 680 Euro gewonnen, alle Dokumente wegen Identit?t gesendet. casino 3 mal antwortet und gesagt braucht noch paar Tage wegen document zum überprüfen. meine Auszahlung genehmig. Aber das Betrag nicht gekommen. jetz das casino antwortet nicht mehr. 

Dear Imre,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. We will contact the casino and ask for their cooperation, but, before we do so, please could you clarify if you have accumulated your winnings with a bonus play or without? Additionally, please advise, if it was your first withdrawal in this casino and what payment method you have opted for? I hope we will be able to help you to receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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

Many thanks!

Vielen danke!

Hello Imre,

I’m sorry to hear about the delay of your withdrawal. 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 or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. In your case we can see that you have been waiting for more than 2 weeks. Could you please upload the conversation with the casino regarding the issue and what payment method you have opted for? It could help us understand the problem better. 

Best regards,

Juliia

Hi Imre,

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case. 

Thank you!

Danke!

We would like to ask the Royal Planet 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 affect its rating.

OK thank you!

Ok Dankesch?n!

Hi there! The payment came out today.
thank you for your help!

Hallo! Das ausZahlung heute gekkomen. 
vielen Dank f deine Hilfe!

Dear Imre,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.