Slot Planet Casino - El jugador no puede verificar su dirección, lo que afecta los retiros.

I have been trying to verify my address for more than a year and it has never been successful. Supposedly, the casino does not require this for withdrawals, yet they still request it

I have uploaded phone bills, bank statements and nothing works, even though my identity can be verified from my ID

my withdrawal order is 32941144228

It has been pending for two weeks due to lack of verification and I haven't been able to accomplish it in a year

Llevo mas de un ano intentando verificar mi domicilio y nunca se ha logrado, se supone que no es necesario por el casino para retirar, igual lo solicitan

he subido recibos telefonicos, estados de cuenta bancarios y nada funciona y eso que hasta en la cedula sale donde se verifica identidad

mi orden de retiro es 32941144228

pendiente hace dos semanas por falta de verificacion y en un ano no lo he logrado

Dear phaug1,

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.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? How much is the disputed amount, please?

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

Best regards,

Petronela

Dear phaug1,

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.

the amount in dispute is $197 usd

I already provided my identity card, passport, telephone bill, also bank account statement and I have been trying to withdraw for more than a year

el monto en disputa son $197 usd

ya proporcione mi cedula, pasaporte, recibo telefonico, tambien estado de cuenta bancario y llevo intentando retirar por mas de un año

Is there any relevant communication between you and the casino that could help us understand why your account wasn't verified to this day? You can forward any relevant communication to petronela.k@casino.guru. Thank you in advance.

They say that no document is accepted to verify the address

but I have already sent even the government

dicen que no se acepta ningun documento para verificar el domicilio

pero ya he mandado hasta del gobierno

Could you please forward the relevant communication so we can better understand the reason why the documents are not accepted?

Dear phaug1,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.