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Casino Planet - Account locked upon withdrawal

Ruling

Resolved - Both the submitting complainant and Casino Planet have informed us that this issue has been resolved and the player has received their funds.

Read our Casino Planet Review.

Player's Complaint

Good evening ThePogg.

On the 26/06/20 I signed up to Casino Planet and took advantage of their 100% deposit match bonus. Upon finishing my wagering, I tried to withdraw the £831.42 in the account. Casino Planet have not paid this out, and have locked my account so I cannot log in. I have a conversation that I had with live chat where they told me they would escalate it and get back to me, but I have heard nothing and I am still locked out. Please help.

Read the casino review

6 Responses

User icon
ThePOGG
July 5, 2020

Hi v78 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 17th of July let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
V78
July 17, 2020

Hello ThePogg

Just wanted to follow up on the 17th as instructed to let you know that no progress has been made, no correspondence has been made or responses given.

V

User icon
ThePOGG
July 17, 2020

Hi v78,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
V78
July 21, 2020

Hello ThePOGG,

On the 18th July I did attempt again to communicate with the casino to get an update.

Unfortunately, 3 days later there is still absolutely no sign of any correspondence, or the withdrawal in question.

User icon
V78
July 24, 2020

ThePogg, I have received the £831.42 withdrawal today so you can close this case.

Thank you

User icon
ThePOGG
July 28, 2020

Hi V78,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

V78 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Planet
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

July 5, 2020

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