Planetwin365 Casino IT - La cuenta del jugador está suspendida.

For 4 months my account has been suspended or as they call it "not enabled" I have sent several emails but they haven't told me anything

da 4 mesi mi trovo il conto sospeso o come loro definiscono "non abilitato" ho mandato diverse email ma non mi hanno detto nulla

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Do I understand correctly that €1200 (dispute value) is being withheld in your casino account? Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I didn't have any bonus I only played sports and blackjack offline the account was verified

non avevo nessun bonus ho solo giocato allo sport e al blackjack offline il conto era verificato

Thank you very much for your reply, cri.stian01. Can you clarify how much money you had in your casino account before you lost access to it?

When was the last time you attempted to contact the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru. If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear cri.stian01,

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.

I had about 1,200, I played the slots

1.200 avevo circa, ho giocatto alle slot

Hello cri.stian01,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

novelty?

novità?

Hello cri.stian01,

I apologize for the late response. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? I appreciate your cooperation.

There is no answer, but can you contact the casino or how can you assist me? I filed a complaint a long time ago.

non ce , non rispondono , ma voi potete contattare il casino o in che modo motete assistermi? ho aperto il reclamo molto tempo fa

Dear cri.stian01,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello cri.stian01,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Planetwin365 Casino IT to join the conversation.

Dear Planetwin365 IT Team,

I am writing to request an update on the status of the player’s account, which remains under an extended suspension without a documented reason.

Please clarify the nature of this hold and confirm when the player can expect to regain access to their balance for withdrawal.

If there are any relevant details or circumstances that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

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 cri.stian01,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) (giochi.reclami.online@aams.it), and submit a complaint to them. The Gaming Authority might have more options and tools to help players.

You might find our articles Licensing Authority – Agenzia delle Dogane e dei Monopoli | Casino Guru and How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know how they responded and and if they were able to help you, should you try this option at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru