Planetwin365 Casino IT - Hráčův zůstatek v kasinu je zadržen.

hi my account has been closed for 4 months but the casino holds my remaining funds equal to 790 euros I sent them several times on their site when I still had the account not closed the documents but nothing they say I have to send other documents that I already have sent and they do not fit

salve il mio conto risulta chiuso da 4 mesi ma il casino detiene i miei fondi rimanenti pari a 790 euro gli ho inviato diverse volte sul loro sito quando ancora avevo l'account non chiuso i documenti ma nulla dicono che devo mandare altri documenti che gia ho inviato e che non vanno bene

Dear martina54545,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Planetwin365 Casino IT.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino before your account in the casino was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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

Best regards,

Tomas

1 My account has been blocked and inaccessible since January that I know of

2 I noticed the problem because I was unable to login

3 I played sports betting and that's it

4 I have reached my current balance without using bonuses I have simply won two games with real balance deposited

1 il mio conto risulta bloccato e inaccessibile da gennaio che io sappia

2 mi sono accorta del problema perchè impossibilitata a fare il login

3 ho giocato alle scommesse sportive e basta

4 ho raggiunto il mio saldo attuale senza l'utilizzo di bonus ho semplicemente vinto due giocate co saldo reale depositato

Thanks for the explanation,

Please understand that we are a forum that deals with casino-related issues. If it turns out the casino blocked your account due to your sports-betting activity we won't be able to help.

Could you please forward any communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

the problem seems to me related to the mess, I just sent two selfies with the document together with other requested documents but they replied that they are not good without giving me explanations, if you want I can forward the same documents to you, maybe you can tell me if and what I err

il problema a me sembra relativo al casino, ho mandato poco fa due selfie col documento insieme ad altri documenti richiesti ma mi hanno risposto che non vanno bene senza fornirmi spiegazioni, se volete poso inoltrare a voi gli stessi documenti, magari sapete dirmi se e cosa sbaglio

Please send me the relevant communication to my email at tomas@casino.guru so we can review it.

I'll await your message.

I recently changed email and deleted the old one I can't share them but it's simply a message where they say the documents are not good when they are clearly good

da poco ho cambiato email e cancellato quella vecchia non riesco a condividerle ma semplicemente è un messaggio dove dicono che non vanno bene i documenti quando invece palesemente vanno bene

Thank you very much, martina54545, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi martina54545,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Planetwin365 Casino IT to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been closed? Were there any problems with the player's documents?

Looking forward to hearing from you!

Best regards,

Tomas

Hello,

The client contacted us in october asking for account closure.

We've proceeded with closure, but by italian law no account can be closed fully when there is remaining balance.

We've informed the client to withdraw the remaining balance so the account can be closed

during withdrawal process the credit card and selfie with a document have been asked.

The credit card was validated, but the selfie, since it was not in the best resolution, has not been validated.

We've informed the customer to send us a selfie with better resolution, but we never received the necessary photo.

An email has been sent to the customer remining her of selfie and necessary steps so we can proceed with payment and account closure.

Thank you, Planetwin365 Casino IT, for the information.

Dear martina54545,

Can you please provide the casino with a selfie in better resolution?

Please let me know once you do so. Thank you.

Kind regards,

Tomas

Sure, give me an email and I'll send it to you

certo fornitemi un email che ve lo invio

Dear Planetwin365 Casino IT,

Can you please share an email address to which the player should send the photo?

Thank you.

Kind regards,

Tomas

Hello everyone,

Of course.

The docs can be sent via email on adress assistenzaclienti@planetwin365.it or documenti@planetwin365.it.

Dear martina54545,

Please let me know once you send the photo to one of the above-mentioned addresses.

Thank you.

Kind regards,

Tomas

Hello everyone,

We've informed the client via mail that we cannot accept documents via unregistered mail address by procedure and for security purposes.

We've invited her to send us the docs via PEC (posta certificata) or to modify personal registered email from her Planetwin365 account.

The best solution would be to enter into Planetwin account and request withdrawal of the remaining balance. She will be notified via message if there is any additional doc necessary. Immediately after the withdrawal of the remaining balance the account will be closed as requested by client.

but my account is closed and it won't let me log in...

if you can reactivate it for me I can proceed with what is requested, honestly I don't have it for the certified email and I saw that it costs too much so I'd prefer to avoid it if possible...

ma il mio conto è chiuso e non mi fa fare il login...

se potete riattivarmelo posso procedere con quanto richiesto, per la pec onestamente non ce l'ho io e ho visto che costa pure quindi preferirei evitare se possibile...

Dear martina54545,

The casino informed me that you could not access your account because of several failed password attempts. Please get in touch with casino support to recover your password, and then your account should be unlocked for withdrawals.

You can contact the casino also via phone, which could expedite the process.

Please let me know once this is done.

Thank you.

Kind regards,

Tomas

I couldn't enter the casino because my account had actually been closed, they reactivated it for me a few days ago and I withdrew but they asked me for the same documents again

io non potevo entrare sul casino perche mi era stato chiuso il cotno in realta, me lo hanno riattivato qualche giorno fa e ho prelevato ma mi hanno richiesto gli stessi documenti un altra volta

Dear martina54545,

I believe the documents, even those same, were requested because they should be provided from the verified email address.

Please send the documents to the casino once again and let me know once you do so. Thank you.

Kind regards,

Tomas

okey, just sent back for the umpteenth time and changed the email on my planetwin profile

okey, appena rimandati per l'ennesima volta e cambiato l'email sul mio profilo planetwin

Thank you for your confirmation, martina54545.

Dear Planetwin365 Casino,

Can you please update us on the verification status of the player once you have reviewed the documents?

Thank you.

Kind regards,

Tomas

Hello everyone,

The mail and account access issue was resolved.

After the access the client made withdrawal request (after the verification of the necessary docs and withdrawal payment from our side, the account will be closed automatically, by law it cannot close before the payment).

After sending us the same document that was sent before (the one we had to reject), we informed the client of the necessary documents in order to continue with verification and therefore the payment:

Gentile Martina Andrea,

Dobbiamo ricevere anche un documento bancario/lo screenshot che contenga il Suo nome, cognome, IBAN e logo della banca/URL nella stessa pagina affinche’ possiamo procedere.

Per motivi di sicureza la prego di mandare completamente nuovo selfie con i dati sul documento legibili.

Può caricare il documento a colori e con tutti i bordi ben visibili, direttamente sul Suo conto gioco. Acceda all'opzione Omino e Verifichi il conto tramite la sessione Documenti.

So, in essence, we need another selfie with personal document (but with document info visibile in better resolution) and a banking document that confirms client's name and surname with IBAN code so that we can proceed with the payment on that IBAN.

Once the necessary docs have been received, the verification dept will confirm it and proceed with payment.

Dear martina54545,

Can you please follow the casino's instructions above and provide them with the requested documents?

Please let me know once you do so. Thank you.

Kind regards,

Tomas

hello, what exactly should I send you as proof of the iban? What should I ask the bank?

As for the selfie, I have already sent 3 completely different ones, all with the document in plain sight and the visible data, I even asked for help, it is absurd that they are still not good and do not prove my safety, far from it, this seems to me yet another excuse for don't pay me and to buy time

buongiorno cosa devo inviarvi come prova del iban esattamente? alla banca cosa devo chiedere?

Per quanto riguarda il selfie ne ho gia inviati 3 completamente diversi tutti con il documento in bella vista e i dati visibili mi sono pure fatta aiutare, è assurdo che non vadano bene ancora e non comprovino la mia sicurezza tuttaltro questa mi sembra l'ennesima scusa per non pagarmi e per prendere tempo

Dear martina54545,

I believe the problem with a selfie is that you need to provide it in high resolution. I recommend you use the rear camera so the picture should be of good quality.

Regarding the IBAN proof, I recommend you provide the casino with the bank statement in original PDF format, usually, the first page contains IBAN and your full name.

Please, send these documents also to me, I want to see them in order to find out what causes the problem.

Here's my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear martina54545,

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

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas