Home Complaints PlanetWin365 Casino IT - Player’s withdrawal has been delayed.

Amount: €2,500

PlanetWin365 Casino IT - Player’s withdrawal has been delayed.

9.1/10 Perfect reputation Submitted: 02 Jun 2020 | Resolved : 08.06.2020
Our verdict

Case closed

RESOLVED

Case summary

13 days ago - 08 Jun 2020

The player from Italy has requested a withdrawal four days ago. It has been pending since. Player’s complaint has been resolved successfully.

Written by Petronela
Casino analyst and complaint specialist
Public
Show English translation Show Italian original

4 days have passed and still have not processed the withdrawal, they do not provide me with any response to my emails and calls, they just say to be patient that they are doing the checks on it, on other sites within 48 hours the withdrawal is processed

Automatic translation
Public

Dear Nikolco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Afterwards, it’s quite usual for a withdrawal, 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.

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Petronela

Public
Show English translation Show Italian original

I have already made withdrawals in the past and within 48 working hours it had been processed, in this case it takes too long and they do not give me any answer regarding the delay, they just say to be patient a little longer, the documents are all in place.

Automatic translation
Public

Thank you very much Nikolco for your update. I would suggest waiting just a little bit longer and if you don’t receive your winnings by the end of next week, we will intervene and contact the casino. I will set the timer for 7 days and wait for your confirmation patiently. Thank you very much for your patience and cooperation. 

Public
Show English translation Show Italian original

After 6 days they processed the withdrawal finally, case closed!

Automatic translation
Public

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Nikolco for your patience and confirmation. Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.