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Dear Sanjay,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account? Could you please advise if your account was blocked already or it’s still accessible? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I fully understand your frustration, Sanjay. I will set the timer for additional 3 days and if there’s no development by Thursday, which will allow two weeks for the payment to reach you, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Sir,

thanks a lot for your input , Hope for the positive response from them.

Hello Sanjay,

Have there been any developments since our last conversation?

Dear Sir,

i haven’t got my money yet, I just got a mail stating please share your bank statement so I have done that two days before but they have not replied they are very slow on response please support

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

Dear Sir,

Thanks a lot I will really appreciate if we can close it soon.And money comes. In my account

best regards

sanjay shah

Hello Sanjay,

I looked at your complaint and will do my best to help you. I would like to invite Casino Planet into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Sanjay,

we reviewed your case and we can see that yesterday we sent you an email asking for the bank statement linked to the payment method used to deposit on your account, this is necessary for us in order to perform the refund of your funds. Please see below the email sent:

"Dear Sanjay,

Thank you for contacting Casino Planet Support with your request.

We apologize for the delay and the inconvenience this has caused you.

in order to refund the amount manually to you we would need a bank statement in PDF format showing a deposit being made to us.

Kindly provide this bank statement in PDF format at your earliest convenience.

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you."

Do not hesitate to contact us for any assistance needed, we would be more than happy to assist you further.

Regards,

Casino Planet Team

Dear Sir,

Thanks for reply ,I have emailed the PDF statement today, But i wanna know why you need statement you have your records, I am playing online from many years no casino has asked for this anyways ,why you guys take so long time its almost one and half month know please respect your customers they trust on line casino and play.

I trust you will deposit they money asap.

Best regards

Sanjay s***

Dear Casnio planet,

one suggestion if you want to win trust of customer make a deadline to pay I am struggling to get wining amount and you guys only say sorry please speak to management and work on deadlines by saying sorry or you are important to us will not help kindly request you to deposit my money urgently

Dear Sir,

Amount still not credited , Despite of given account statements , Around 20 emails , kindly request you to suggest what needs to be done now .

best regards

sanjay s***

We would like to ask the Casino Planet 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’.

Hi Sanjay,

Apologies for the delay in getting back to you, we can now confirm that your withdrawal has been manually paid out on 14/06/2021, so you should be receiving the funds in the following 5-10 working days.

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

Kind Regards,

Casino Planet team

Dear Sanjay,

let me know when you'll receive your winnings, I'll set the timer for 13 days.

Dear Casino Guru,

Thanks a lot amount has been credited today.

@Casino planet thanks for your support

Dear Sanjay,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru