Planet 7 Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

I deposited money for the welcome bonus and ended up winning 300. I went to cash out the 300 and I am caught in KYC hell. I submitted everything they asked for and it won't let me select the t&c button... well, I did, but then it failed... my last email from them says the withdrawal is in process, but when I log in to the site it is as if I never submitted a withdraw. No one from their customer service, chat or email will engage with me

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear SatansHost,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the KYC process and your withdrawal request.

Before we proceed, could you please clarify a few points so we can better understand the situation?

• When exactly did you request the withdrawal and when did you receive the last email stating it was "in process"?
• Has the casino confirmed that your KYC documents were accepted, or are they still pending review?
• When you log into your account now, do you still see the €300 (or equivalent) balance, or has anything changed?

If you have any screenshots of the KYC section, the withdrawal request, or communication with the casino’s support, please feel free to forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear SatansHost,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru