Planetwin365 Casino IT - Игроку не удается завершить проверку аккаунта.

hi I made a few bets on planetwin after registering at the end of 2022 then I tried to withdraw and they asked me for credit card documents, I sent them everything as requested but they only reply that (I inform you that for security reasons we can't accept your ID)

Without telling me what I'm doing wrong and how to do it, I don't know how to get paid by a company that doesn't cooperate, in fact it seems they don't want to pay me

salve ho fatto un po di scommesse su planetwin dopo essermi registrata fine 2022 poi ho provato a prelevare e mi hanno chiesto dei documenti relativi alle carte di credito, gli ho inviato tutto come richiesto ma mi rispondono soltanto che (Le comunico che  per motivi di sicurezza non possiamo accettare il suo documento)

Se nza dirmi cosa sbaglio e come fare in pratica non so come farmi pagare da un azienda che non collabora anzi sembra non mi voglia pagare

Dear marghebabycagliari,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

they told me to download a particular document from my revolut, I did and sent it to them and they say it's not good without justifying when it was they who explained to me what they wanted and how to download it and I'm talking about the document of ownership of my credit cards virtual credit

mi hanno detto di scaricare un particolare documento della mia revolut, l'ho fatto e glielo inviato e dicono che non va bene senza giustificare quando sono stati proprio loro a spiegarmi cosa volevano e come scaricarlo e sto parlando del documento della titolarità delle mie carte di credito virtuali

Thank you very much for your reply, marghebabycagliari. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

simply the casino told me to provide them with a particular document which I provided them and then they told me that for security reasons they want another document

semplicemente il casino mi ha comunicato di fornirgli un particolare documento che gli ho fornito e poi mi hanno detto che per motivi di sicurezza vogliono un altro documento

Thank you very much, marghebabycagliari, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear marghebabycagliari,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Planetwin365 Casino IT representative to join this conversation and participate in resolving this complaint.

Dear Planetwin365 Casino IT,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the 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 negatively affect its rating.

Dear marghebabycagliari,

I contacted the casino again and will extend the timer for another three days.

Your patience is much appreciated.

Kind regards,

Stefan

As per procedure (and according to our KYC verification standards) the two credit cards used for deposits have been asked for verification.

The client sent only one card, but the document/bank page screenshot she sent was not sufficient to our verification team (for security reasons, we have asked her to send us some other type of proof of ownership, we listed the types of documents acceptable).

Afterwards the client sent again the same document previously rejected.

We reminded the client that we cannot accept it and that we also need another card for verification.

Since our last mail we have not yet received a valid document to proceed with verification and therefore payment of withdrawal.

hi, I will send the requested documents in the next few days. I have requested the proofs that belong to me via email from the banks

salve provvederò ad inviare i documenti richiesti nei prossimi giorni ho richiesto tramite email alle banche le prove che mi appartengono

Dear marghebabycagliari,

Could you let us know when you submit the casino support documents?

Thank you very much in advance.

Kind regards,

Stefan

I asked the revolut bank for a document proving my ownership they gave me the same document and they repeated to me that it is made especially for these situations the only thing I can do is a screen other the bank told me that it does not exist, can I ask you casino guru if I can send you this document ? so we can investigate these vague "security reasons" why I still can't cash out my winnings?

ho richiesto alla banca revolut un documento che provasse la mia titolarità mi hanno dato lo stesso documento e mi hanno ripetuto che è fatto apposta per queste situazioni unica cosa che posso fare è uno screen altro la banca mi ha detto che non ce , posso chiedervi casino guru se posso inviarvi questo documento ? cosi possiamo indagare riguardo a questi "motivi di sicurezza" non ben definiti per i quali non posso ancora riscuotere la mia vincita?

Dear marghebabycagliari,

Of course, you can send it to my email address stefan.m@casino.guru. I will have a look at it.

Kind regards,

Stefan

envoy

inviato

Dear Planetwin365 Casino IT,

Can you please clarify the problem with the provided official document from Revolut?

I am looking forward to your response.

Kind regards,

Stefan

We would like to ask the 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 negatively affect its rating.

Hello everyone,

We still have not received the documents needed for credit card registration and validation in our system.

The last communication with the customer is our email sent on 24th of may:

Dear Margaret,

We hereby inform you that we have not received the necessary documentation to be able to validate your cards in our systems.

Therefore, we invite you to send one of the following proofs to validate the ****6964 card:

1) screenshot of the website page

2) screenshot of a mobile application page

The screenshot must contain the owner's data and the last four digits of the card number. Sensitive details can be covered (while the URL bar must be visible, in the case of web pages).

Also, please send us a document proving ownership of the ****2460 card.

The documentation must be uploaded directly to your gaming account via the options: Omino-> Check My Account-> Other documentation.

NB: You can upload what is requested by choosing the appropriate option from the "Select the type of document" drop-down menu.

As confirmed before, the document for CC ****6964 cannot be accepted for security reasons.

And we still have not received any document in order to verify and register CC ****2460

Hello everyone,

We still have not received the documents needed for credit card registration and validation in our sistem.

The last communication with the customer is our email sent on 24th of may:

Gentile Margherita,

Con la presente La informiamo che non abbiamo ricevuto la documentazione necessaria per poter convalidare le Sue carte nei nostri sistemi.

Pertanto, La invitiamo a inviare una delle seguenti prove per convalidare la carta ****6964:

1) screenshot della pagina sito web

2) screenshot della pagina di un'applicazione mobile

Lo screenshot deve contenere i dati del proprietario e le ultime quattro cifre del numero della carta. I dettagli sensibili possono essere coperti (mentre la barra dell'URL deve essere visibile, nel caso delle pagine Web).

Inoltre, La preghiamo di inviarci un documento attestante la titolarita' della carta ****2460.

La documentazione va caricata direttamente sul Suo conto gioco tramite le opzioni: Omino-> Verifica il Mio Conto- > Altra documentazione.

N.B: Può caricare quanto richiesto scegliendo l'apposita opzione dal menù a tendina "Seleziona il tipo di documento".

As confirmed before, the document for CC ****6964 cannot be accepted for security reasons.

And we still have not received any document in order to verify and register CC ****2460

card 6964 has already been sent, as I have been telling you about planetwin for two months and now casino guru also tells you

what was not accepted of the document that I provided to you countless times?

la carta 6964 è gia stata inviata, come dico a voi di planetwin da due mesi e ormai vi dice pure casino guru

cosa non è stato accettato del documento da me fornitovi innumerevoli volte?

Dear Planetwin365 Casino,

Have you received the necessary documentation?

I am looking forward to your response.

Kind regards,

Stefan

We would like to ask the 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 negatively affect its rating.

Hello everyone,

Sorry for the late response.

As confirmed before, we still have not received the necessary documents to proceed with cards verification and registration since our last communication with the client, neither via mail nor via upload from client's account.

So our last response still stands clear:

Dear Margaret,

We hereby inform you that we have not received the necessary documentation to be able to validate your cards in our systems.

Therefore, we invite you to send one of the following proofs to validate the ****6964 card:

1) screenshot of the website page

2) screenshot of a mobile application page

The screenshot must contain the owner's data and the last four digits of the card number. Sensitive details can be covered (while the URL bar must be visible, in the case of web pages).

Also, please send us a document proving ownership of the ****2460 card.

The documentation must be uploaded directly to your gaming account via the options: Omino-> Check My Account-> Other documentation.

NB: You can upload what is requested by choosing the appropriate option from the "Select the type of document" drop-down menu.

Best regards,

Dusan

Hello everyone,

Sorry for the late response.

As confirmed before, we still have not received the necessary documents to proceed with cards verification and registration since our last communication with the client, neither via mail nor via upload from client's account.

So our last response still stands clear:

Gentile Margherita,

Con la presente La informiamo che non abbiamo ricevuto la documentazione necessaria per poter convalidare le Sue carte nei nostri sistemi.

Pertanto, La invitiamo a inviare una delle seguenti prove per convalidare la carta ****6964:

1) screenshot della pagina sito web

2) screenshot della pagina di un'applicazione mobile

Lo screenshot deve contenere i dati del proprietario e le ultime quattro cifre del numero della carta. I dettagli sensibili possono essere coperti (mentre la barra dell'URL deve essere visibile, nel caso delle pagine Web).

Inoltre, La preghiamo di inviarci un documento attestante la titolarita' della carta ****2460.

La documentazione va caricata direttamente sul Suo conto gioco tramite le opzioni: Omino-> Verifica il Mio Conto- > Altra documentazione.

N.B: Può caricare quanto richiesto scegliendo l'apposita opzione dal menù a tendina "Seleziona il tipo di documento".

Cordiali saluti,

Dusan

again and so on ad infinitum, the ****6964 card has already been sent what is wrong with the document provided to you by my bank which is called the card ownership document...

it's especially for these situations I've asked the bank dozens of times but it's not good for you and we don't know why

ancora e cosi al infinito,  la carta ****6964 è gia stata inviata cosa non va bene nel documento fornitovi della mia banca che si chiama documento di titolarità delle carte...

è apposta per queste situazioni ho chiesto decine di volte alla banca ma per voi non va bene e non si sa perchè

Dear Planetwin365 Casino IT,

The player sent me the document and it looks acceptable. I have generated the document in my Revolut account too, and it looks the same.

Could you please look again at the provided document and give us the statement?

I am looking forward to your response.

Kind regards,

Stefan

Hello,

I've just checked in the system and we have not received the documents for two listed cards. We would like to ask the client to send us proof of ownership of both cards (****2460 and ****6964) either uploading from her Planetwin365 account or send it via mail to assistenzaclienti@planetwin365.it from her registered email address.

nothing they don't listen, they just can't make it, they've been doing this for two months you can also send them the secret recipe for coca cola but nothing, you tell me how I can proceed and if I should contact a lawyer

niente non ascoltano , non ce la fanno proprio, fanno cosi da due mesi puoi anche inviargli la ricetta segreta della coca cola ma nulla, ditemi voi come posso procedere e se devo contattare un avvocato

dear planetwin I have sent the requested documents several times, the last case dates back to (Tue 30 May, 19:25)

why are you pretending not to receive my documents?

caro planetwin ho inviato i documenti richiesti diverse volte, l'ultimo caso risale al (mar 30 mag, 19:25)

come mai fate finta di non ricevere i miei documenti?

Dear marghebabycagliari,

Due to the absence of my colleague, I'm now taking over your complaint.

Dear Planetwin365 Casino,

Could you please provide us with an update on the status of the player's documents receipt?

Thank you very much.

Kind regards,

Tomas

Hello everyone,

We've just checked in our system and we can confirm that we have not received any document from the client recently. The last received document results from 14th of April.

We would kindly ask the client to send us the proof of ownership for two credit cards used on Planetwin365 site ****2460 and ****6964 (if the cards do not contain owner's name and surname directly, a screenshot from the online banking site can be verified)

As confirmed before, the customer can send us those two necessary cards either via mail (assistenzaclienti@planetwin365.it from her registered address) or attach them from her personal Planetwin365 account.

casino guru you who have received and viewed the document provided to me by my bank can you forward it to planetwin so we can end this story that they do not receive the documents kindly?

Thank you

casino guru voi che avete ricevuto e visionato il documento fornitomi dalla mia banca potete inoltrarlo voi a planetwin cosi la finiamo con questa storia che non ricevono i documenti gentilmente?

grazie

Hello,

I'm sorry but by our procedures we cannot register the documentation arrived from 3rd parties. The documents need to be sent by the account owner from Planetwin365 account or via registered email address.

All other forms of document sending will be rejected.

What third parties are you talking about exactly? help me understand, because in addition to having sent it by email (the one connected to my game account) I also uploaded it directly from your site with the verify documents button

di che terzi parlate esattamente ? aiutatemi a capire , perchè oltre ad averla inviata per email ( quella collegata al mio conto gioco ) l'ho anche caricata direttamente dal vostro sito con il tasto verifica documenti

Dear marghebabycagliari,

Based on the information I have received, please follow these steps: First, log in to your Revolut application. Then, access the "Cards" tab and proceed to take screenshots of the virtual cards mentioned earlier. Once you have done this, forward the screenshots to the casino and let me know afterwards.

I appreciate your cooperation.

Thank you.

Kind regards,

Tomas

the casino sent me this email: Dear Margherita,

We cannot accept the document certifying the ownership of the ****2460 and ****6964 cards.

To confirm ownership of the card, simply access your online banking profile to take a screenshot. Once logged in, it will be necessary to choose the REVOLUT-VIRTUAL CARDS item, under which the data relating to the cardholder will appear. The last 4 digits of the card will be visible on the right. If, on the other hand, you are unable to capture the screenshot according to the instructions provided, you can send us the document in paper form entitled 'CONFIRMATION REVOLUT CARD'.

Here is my response sent to him by email:

I would also send it to you but my name is not on the virtual cards and this would give you the excuse to pretend to check my gaming account for another 2 weeks so I am sending you the printout of the document sent to you several times which you pretend not to receive but via casino guru with online complaint so everyone will see how you deal with winning customers

So casino guru I proceed with the printing of the document that I have been providing them for two months as they told me?

il casino mi ha inviato questa email: Gentile Margherita,

Il documento attestante la titolarita' delle carte ****2460 e ****6964non lo possiamo accettare. 

Per confermare la titolarita' della carta, basta accedere al Suo profilo di online banking per fare uno screenshot. Una volta effettuato accesso, sara' necessario scegliere la voce CARTE REVOLUT-VIRTUAL, sotto la quale appariranno i dati relativi al titolare della carta. A destra saranno visibili le ultime 4 cifre della carta. Se invece non riesce a catturare lo screenshot secondo le istruzioni forniteLe, puo' mandarci il documento in forma cartacea intitolato 'CONFIRMATION REVOLUT CARD'.

Ecco la mia risposta inviatagli per email:

ve lo manderei pure ma sulle carte virtuali non ce il mio nome e questo vi darebbe la scusa per far finta di verificare il mio conto gioco per altre 2 settimane vi mando dunque la stampa del documento inviatovi diverse volte che fate finta di non ricevere ma tramite casino guru con reclamo online cosi tutti vedranno come vi comportate con i clienti vincenti

Dunque casino guru procedo con la stampa del documento che gli fornisco da due mesi come mi hanno detto?

Hello everyone,

We've checked with our verification department and since the client has issues with finding a online banking page with her name/surname and cards together she can try finding a page with at least her name and surname in upper left corner. If she can find a separate page with last 4 card number digits it would be great. In that case the verification department can attach the screenshot with the previous document sent and try to verify the cards.

I would just make a reminder that we need to verify both of the cards: ****2460 and ****6964

I'm a bit confused I don't quite understand how to proceed, what is your feedback regarding the document I sent you called CONFIRMATION CARD sent to you a month ago which proves ownership of my two cards?

sono un po confusa non capisco bene come procedere, qual è il vostro feedback riguardo al documento che vi ho inviato chiamato CONFIRMATION CARD inviatovi un mese fa che prova la titolarità delle mie due carte?

Dear marghebabycagliari,

It's simple how to proceed with the casino's requirements. Just open the Revolut app, click on your initials in the upper left corner, and then your account details will be displayed. Make a screenshot and send it to the casino.

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

Kind regards,

Tomas

I logged in and screenshotted all the sensitive data you told me about

ho fatto il login e screenshottato tutti i dati sensibili di cui mi avete parlato

Dear marghebabycagliari,

Did you already send these screenshots to the casino? Thank you.

Kind regards,

Tomas

yes I sent them

si li ho inviati

the casino emailed me back:

Dear Margaret,

Even if the card is virtual, it is usually linked like all other virtual cards to a basic card. Therefore, try to find on your online profile among the items available the screen dedicated to the cards where you can check all the cards associated with the basic card as well as their status (active/inactive). Please note that the screenshot taken must contain your first and last name and the last 4 digits of the aforementioned virtual card.

Best regards,

Gala

In practice, they asked me once again for the document that I have sent them dozens of times for two months now, the one called "CONFIRMATION CARD" and they also did not say why the two screens I sent them are not good, this is a wheel that continues to spin endlessly, while planetwin's friends are hoping that I will play my winnings

il casino mi ha risposto via email:

Gentile Margherita,

Anche se la carta e’ virtuale, di regola viene collegata come tutte le altre carte virtuali ad una carta base. Provi pertanto a trovare sul Suo profilo online tra le voci disponibili la schermata dedicata alla carte dove potra’ verificare tutte le carte associate alla carta base nonche’ il loro stato (attiva/non attiva). Tenga presente che lo screenshot fatto deve contenere il Suo nome e cognome e le ultime 4 cifre della suddetta carta virtuale.

Cordiali saluti,

Gala

In pratica mi hanno chiesto un altra volta il documento che gli ho inviato decine di volte da due mesi a questa parte quello chiamato "CONFIRMATION CARD" inoltre non hanno detto perchè non vanno bene i due screen che gli ho inviato, questa è una ruota che continua a girare al infinito, nel mentre gli amici di planetwin stanno sperando che mi giochi le mie vincite

Hello,

Can we ask the customer to try and send the screenshot of ''REVOLUT-VIRTUAL CARDS'' page with only last 4 digits of virtual cards (****2460 and ****6964 need to be visualized in that SS) and I will contact our verification department once the Screenshot has been sent to try and link the screenshot with Revolut confirmation document

Dear marghebabycagliari,

I confirm this is indeed possible. Can you please provide the casino with the requested screenshot and let us know once you do so?

Thank you.

Kind regards,

Tomas

as I can see from this last message I have proof that the casino hasn't understood my situation, I don't know if it's doing it in bad faith or not but if he had read at least one of the 15 emails I sent he would have understood that the two cards with which I deposited a virtual revolut and the other a hype next from banca sella

the virtual revolut card you see is the one that ends with 6964 which in fact can be seen in all the documents I have sent so far to which I have not yet received an answer but regarding the reason why they are not good, I therefore ask the casino to review the documents sent and approve the card that ends with 6964 later I will provide what I will be asked for the hype card in this way taking one step at a time the casino will be able to solve my situation since I have been saying the same thing for 3 months and three months that I am ignored

You keep asking me for screens and photos without looking at a document and reading any of my emails, wasting my time and patience

I await an update on my situation and a more in-depth check from planetwin before asking me for freewheeling documents without reading the content of the emails

come posso vedere da questo ultimo messaggio ho la prova che il casino non ha capito la mia situazione, non so se lo faccia in mala fede o meno ma se avesse letto almeno una delle 15 email che ho inviato avrebbe capito che le due carte con cui ho depositato sono una revolut virtuale e l'altra una hype next di banca sella

la carta revolut virtuale si vede è quella che finisce con 6964 che difatti si vede in tutti i documenti che ho inviato fino ad ora a cui ancora non ho ricevuto risposta pero riguardo al motivo per il quale non vanno bene, chiedo dunque al casino di rivedere i documenti inviati e approvarmi la carta che finisce con 6964 successivamente fornirò quello che mi verrà chiesto per la carta hype in questo modo facendo un passo alla volta il casino potrà risolvere la mia situazione visto che sono 3 mesi che dico la stessa cosa e tre mesi che vengo ignorata

Continuate a chiedermi screen e foto senza guardare un documento e leggere nessuna mia email facendomi perdere tempo e pazienza

Attendo un aggiornamento sulla mia situazione e un controllo piu approfondito da parte di planetwin prima di chiedermi documenti a ruota libera senza leggere il contenuto delle email

REVOLUT-VIRTUAL CARDS or what you asked me for the screen just now is the same document that I have been sending you since April, this says a lot about the interest you have in unlocking my gaming account and protecting me as a customer

REVOLUT-VIRTUAL CARDS ovvero cio di cui mi avete chiesto lo screen poco fa è lo stesso documento che vi invio da aprile, questo la dice lunga sul interesse che avete nel sbloccarmi il conto gioco e tutelarmi come cliente

Dear marghebabycagliari,

To begin, may I kindly request that you provide the casino with another screenshot of your Revolut virtual card?

Furthermore, I would like to inquire about the documentation or screenshots you have already submitted to confirm ownership of your Hype virtual card. Could you please inform me of what has been sent thus far?

Thank you.

Kind regards,

Tomas

Good morning the screenshot of the revolut I can't do it because I don't have the card anymore in the app (I had canceled it to be able to create a new card but also having canceled it if they send me money by refund they arrive) for that I had sent my bank document called revolut REVOLUT-VIRTUAL CARDS which contains all the cards that I have used over time on revolut including that also the virtual revolut cards do not have the name above so as you have already explained to me the casino would not accept the document and would ask me for more (they told me themselves), I still don't understand what's wrong as proof that the card is mine the document sent several times in addition to the app screens already sent last week that you asked me, as regards the hype card I will immediately send the screen of the card because I hadn't sent that to the casino yet

I'll attach it here too if needed

Buongiorno lo screenshot della revolut non posso farlo perchè non ho la carta piu in app ( la avevo cancellata per poter creare una nuova carta ma anche avendola cancellata se mi mandano soldi tramite rimborso mi arrivano) per quello avevo inviato il mio documento bancario di revolut chiamato REVOLUT-VIRTUAL CARDS che contiene tutte le carte che ho usato nel tempo su revolut tra cui quella inoltre le carte virtuali revolut non hanno il nome sopra quindi come gia mi ha spiegato il casino non accetterebbe il documento e mi chiederebbe altro (me lo hanno detto loro stessi) , ancora non capisco cosa non vada bene come prova che la carta è mia il documento inviato diverse volte oltre agli screen del app gia inviati scorsa settimana che mi avete chiesto, per quanto riguarda la carta hype provvedo subito a inviare lo screen della carta perchè quello non lo avevo ancora inviato al casino

Lo allego anche qua se serve

this is my hype next card also sent to casino

questa è la mia carta hype next inviata anche al casino

Dear marghebabycagliari,

I will look into the issue of the deleted virtual card with the casino representative. In the meantime, could you please send me the official Revolut document that confirms you as the card owner?

Here is my email address: tomas.k@casino.guru

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

Kind regards,

Tomas

sent, thank you

inviato, grazie

Hello marghebabycagliari,

I would appreciate it if you could clarify which bank is associated with the virtual card ending in ****2460.

I understand that you may have deleted your Revolut virtual card (ending in ***6964) to obtain a new one, which Revolut allows, so you are not able to provide us with a screenshot.

However, I recall you mentioning that the virtual card ending in ***2460 was from Hype. The issue is that the screenshot you shared displays a different card ending in ***8326.

Could you kindly provide us with a more detailed explanation? Thank you.

Kind regards,

Tomas

Hello everyone,

The client resent us recently the same document that was sent before and was rejected. Afterwards, yesterday, she received an email from verification department:

Dear Margaret,

We inform you that for security reasons we cannot accept proof of ownership of the ****6964 card. Therefore, we invite you to submit one of the following proofs:

1) screenshot of the website page

2) screenshot of a mobile application page

The screenshot must contain the owner's data and the last four digits of the card number. Sensitive details can be covered (while the URL bar must be visible, in the case of web pages).

-missing credit card ****2460. Please send us the card leaving visible only the expiry date, your name, surname and the last 4 digits of the card.

You can upload the document in color and with all the edges clearly visible, directly to your gaming account. Access the Omino option and Verify your account via the Documents session.

Best regards,

The planetwin365 Team

If the card ****6964 has been deleted from the Revolut app, we would like the customer to reply directly to verification department's email confirming that the card ****6964 has been deleted from the app and that this is the only document she can provide.

As for card ****2460, we would need a proof of ownership that contains name and surname with last 4 digits of the card.

Hello everyone,

The client resent us recently the same document that was sent before and was rejected. Afterwards, yesterday, she received an email from verification department:

Gentile Margherita,

La informiamo che per motivi di sicurezza non possiamo accettare la prova di titolarità della carta ****6964. Pertanto, La invitiamo a inviare una delle seguenti prove:

1) screenshot della pagina sito web

2) screenshot della pagina di un'applicazione mobile

Lo screenshot deve contenere i dati del proprietario e le ultime quattro cifre del numero della carta. I dettagli sensibili possono essere coperti (mentre la barra dell'URL deve essere visibile, nel caso delle pagine Web).

-manca la carta di credito ****2460. Ci invii per cortesia la carta lasciando visibili solo la data di scadenza, il Suo nome, cognome nonche' le ultime 4 cifre della carta.

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.

Cordiali saluti,

Il Team di planetwin365

If the card ****6964 has been deleted from Revolut app, we would like the customer to reply directly to verification department's email confirming that the card ****6964 has been deleted from the app and that this is the only document she can provide.

As for card ****2460, we would need a proof of ownership that contains name and surname with last 4 digits of the card.

hello everyone yesterday i sent my hype card currently in use which checking now it's not the card i used to deposit here on planetwin months ago, i have to contact the bank again and ask them about this card because it's provably the one they canceled me because i think towards April I had deposited on a scam trading site and I had reported to the bank that it had blocked my card and reissued me a new one in the app, but I see that all the documentation provided regarding the credit card still doesn't go well revolut after sending 3 screens is the revolut virtual card confirmation document several times, in any case I will contact both banks and get other documents provided

ciao a tutti ieri ho mandato la mia carta hype attualmente in uso che controllando ora non è la carta che ho usato per depositare qua su planetwin mesi fa, devo ricontattare la banca e chiedergli di questa carta perchè provabilmente è quella che mi hanno cancellato perchè penso verso aprile avevo depositato su un sito di trading scam e avevo fatto segnalazione alla banca che mi aveva bloccato la carta e me ne aveva riemessa una nuova in app, vedo che però continua a non andare bene tutta la documentazione fornita per quanto riguarda la carta di revolut dopo aver inviato 3 screen è diverse volte il documento revolut virtual card confirmation, in ogni caso contatterò entrambe le banche e mi farò fornire altri documenti

Dear Margaret,

Could you kindly inform the casino that the Revolut virtual card has been cancelled as they had requested?

"If the card ****6964 has been deleted from the Revolut app, we would like the customer to reply directly to verification department's email confirming that the card ****6964 has been deleted from the app and that this is the only document she can provide."

It appears that we are facing the same problem with the Hype virtual card too. I have yet to receive any updates from the casino, but it is imperative to obtain an official document from Hype stating that they had cancelled the previous card for security reasons. Additionally, it would be beneficial to have confirmation that you were the rightful owner of that card.

Please let me know once you have done this. Thank you.

Kind regards,

Tomas

okay of course sorry now I send the revolut message to the casino and for hype I have to hear them and understand what they can give me

va bene certo scusate ora invio il messaggio di revolut al casino e per hype devo sentirli e capie cosa mi possono dare

Dear Margaret,

Thank you for sending us the documentation. I confirm that it is in order and that at the moment there are no pending withdrawal requests.

If ever we need additional documentation, the competent department will notify you.

Best regards,

Now I would like to ask the casino if all the cards and my payment methods are verifed active and my account is working again thanks

Gentile Margherita,

Grazie per averci mandato la documentazione. Le confermo che e' in regola e che al momento non ci sono le richieste di prelievo in sospeso.

Caso mai avessimo bisogno della documentazione aggiuntiva ne sara' avvisato da parte del reparto competente.

Cordiali saluti,

Ora vorrei chiedere al casino se tutte le carte e i miei metodi di pagamento sono verifcati attivi e il mio conto è tornato funzionante grazie

Dear Margaret,

Thank you for providing the information. Can you confirm if there is any balance left in your account? I am interested in knowing the current status. Has your withdrawal been processed and have you received the payment?

Thank you.

Kind regards,

Tomas

I have not yet withdrawn I currently have 6070.15, I also sent the photo above to the casino and he replied like this:

Dear Daisy,

Thank you for sending us the documentation. I confirm that it is in order and that at the moment there are no pending withdrawal requests.

If we ever need additional documentation, the competent department will notify you.​

can i withdraw now?

non ho ancora prelevato attualmente ho 6070,15, ho inviato la foto sopra anche al casino e mi ha risposto cosi:

Gentile margherita,

Grazie per averci mandato la documentazione. Le confermo che e' in regola e che al momento non ci sono le richieste di prelievo in sospeso.

Caso mai avessimo bisogno della documentazione aggiuntiva ne sara' avvisato da parte del reparto competente​.​

ora posso prelevare?

Dear Margaret,

It appears that your account has been verified. However, to ensure accurate information, let's have it confirmed with the casino before attempting a withdrawal.

Planetwin365 Casino,

Can you please confirm the verification status of the player? Can they now request a withdrawal?

Thank you.

Kind regards,

Tomas

Hello everyone,

As confirmed via mail, both cards ****6964 and ****2460 have been verified in our system.

The verification department confirmed to the client that the documents are now all right. Since there is no pending withdrawal request the client can make one. If there is any potential necessary document, she will be informed after the withdrawal request verification.

Dear Margaret,

Can you please update us once you request a withdrawal and then once you have received the payment?

Thank you.

Kind regards,

Tomas

I just made the withdrawal, let's see if planetwin approves it, I'll let you know as soon as I know something

ho appena fatto il prelievo , vediamo se planetwin me lo approva , vi faccio sapere appena so qualcosa

new email after trying to withdraw from the casino:

We have received your withdrawal request.

In order to proceed with the payment, please send us a bank document/screenshot of your online banking which certifies the data entered in the request (name and surname of the account holder and IBAN).

You can upload the document in color and with all the edges clearly visible, directly to your gaming account. Access the Omino option and Verify your account via the Documents session.

We look forward to your kind reply.

nuova email dopo aver provato a prelevare dal casino:

Abbiamo ricevuto la Sua richiesta di prelievo.

Per poter procedere al pagamento la invitiamo ad inviarci un documento bancario/screenshot del Suo online banking che attesti i dati inseriti nella richiesta (il nome e cognome dell'intestatario e l'IBAN).

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.

Rimaniamo in attesa del Suo gentile riscontro.

Dear Margaret,

Can you please provide the casino with the requested document and let me know once you do so? Thank you.

Kind regards,

Tomas

hi sorry i'm on holiday as soon as i have a pc i log in from my banking portal and send everything i find that can help the casino verify my account

ciao scusate sono in vacanza appena ho un pc faccio il login dal mio portale bancario e invio tutto quello che trovo che puo aiutare il casinò a verificare il mio account

Dear Margaret,

Sure. Enjoy your holiday. I will now extend the timer for 7 days. Please let us know once you provide the casino with the requested document. Thank you.

Kind regards,

Tomas

hello sorry I'll be home soon and I send everything that I'm on the beach

ciao scusatemi presto torno a casa e mando tutto che sono in spiaggia

Dear Margaret,

I'm now extending the timer by another 7 days. We are awaiting you to provide the casino with the requested document.

Kindly let us know once you do so. Thank you.

Kind regards,

Tomas

I sent it they approved it and I made the first withdrawal now, let's see if they accept it

l'ho inviato l'hanno approvato e ho fatto il primo prelievo ora, vediamo se me lo accettano

Dear Margaret,

Thank you for the information. Kindly update us once you have received the payment so that we can consider the case resolved.

Kind regards,

Tomas

They are finally approving my withdrawals

finalmente mi stanno approvando i prelievi

thank you SO MUCH TO ALL THE CASINO GURU STAFF, if I can do anything to thank you, I don't know a review let me know

grazie MILLE A TUTTO LO STAF DI CASINO GURU, se posso fare qualcosa per ringraziarvi, non so una recensione fatemi sapere

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, marghebabycagliari, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated.

Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas