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Hello on the 15th October i withdrew 2 withdrawals for 4,500 and 1,000.

It has now been 18 days and not one of them are looking into this. I asked for my game play and they emailed it me over when they say the hold up is checking the gameplay. Customer service agents put the chat down on me, are rude keep transferring me over to different agents. My account was verified on the 17th October. I have all documents, proof that they are holding my funds from me. they refuse to give me a timeframe or even let me know what is going on.

Dear Stephanie,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem. Could you please advise if they were your first withdrawals in this casino? Have you 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. 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 withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello thanks for getting back to me there was no bonus funds used it was my own money. My account is fully verified and I used my own deposit without a bonus funds. Yes it is my first withdrawal but they keep saying they need to check the game play when they've even emailed me the game play. There was two withdrawals one for 4,500 with fruit party pragmat

ic and there's another withdrawal for 1,000 from reactoonz play and go provider so they keep saying there checking pragmatic when the other one was with reactoonz. So I'm unsure what they are doing anymore it seems they hold people's money al0t

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

Hello Stephanie,

I have reviewed your case and understand the situation. I will try to contact the casino and see if I can help. I would like to invite Casino Planet to the conversation to participate in the resolution of this complaint.

Dear stephaniefoote123,

We are pleased to inform you that your funds were paid out on the 03/11/2021. Please allow 3-5 working days for the funds to show in your account.

Should you have any further queries, please do not hesitate to contact us.

Regards,

Casino Planet Team

Thank you for the information Casino Planet.

Dear Stephanie, I will leave the timer set at 6 days, please let us know when you receive your payment.

Dear Stephanie,

Have you received your payment yet?

Dear Stephanie,

Could you confirm that you have received your payment?

If I do not hear from you I will have no choice but to reject your complaint.

It seems as though this issue may have been resolved, but as the player has stopped responding to our messages this complaint will now be rejected.

It can be reopened at any time.