Planetwin365 Casino IT - Hráč se snaží dokončit ověření účtu.

After uploading documents related to the bank, screenshots as requested keep telling me that the documents sent by the bank are invalid and they don't want me to withdraw. I called the bank and was told that these documents have legal validity and are the only documents they provide that prove ownership of the card but the site keeps rejecting requests saying it is not valid. I don't know how to do it anymore because if the bank documents aren't good either, I don't know how to proceed anymore.

Dopo aver caricato documenti relativi alla banca, screenshot come richiesti continuano a dirmi che i documenti inviati dalla banca non sono validi e non vogliono farmi prelevare. Ho chiamato la banca e mi è stato detto che questi documenti hanno validità legale e sono gli unici documenti che forniscono che attestino la titolarità della carta ma il sito continua a respingermi le richieste dicendo che non è valido. Non so più come fare perchè se non vanno bene nemmeno i documenti della banca non so più come procedere.

Dear jack04,

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.

Do I understand correctly that the bank statement is the only unverified document? Has the casino approved all the other documents you provided?

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,

Kristina

Yes exactly. All other documents have been verified but there is no way to have my card verified. Neither via screenshots nor via bank documents. I don't know how to do it as I have sent every bank document

Si esatto. Tutti gli altri documenti sono stati verificati ma non è possibile in nessun modo far verificare la mia carta. Ne tramite screenshot, ne tramite documenti bancari. Non so come fare poichè ho inviato ogni documento della banca

Case solved

Caso risolto

Dear jack04,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru