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Slot Planet – Locked account after winning

Ruling

Resolved - A verification issue has been resolved and the player has now confirmed that they have received their funds from Slot Planet Casino.

Read our Slot Planet Casino Review.

Player's Complaint

Hello! I have made deposit 6k to Slotplanet. My account was verified. I won jackpot. Balance on account is 31443 euros. After winning my account has been locked. I received email from Slotplanet support - request a lot documents for verification (selfie, proof of income, skrill statement). I sent its 4 of July. My account is still locked. Support didn't answer for my emails. Could you please help me with this?

Thank you im advance.

Read the casino review

7 Responses

ThePOGG
Jul 16, 2019

Hi sunimhe - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact Slot Planet and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Aug 02, 2019

Hi sunimhe,

I've spoken to Slots Planet and they inform me that they have requested that you provide the following:

- Original payslip for the last 3 months stamped by the issuing company.

- Bank statements for the last 3 months reflecting your salary.

If you could forward these to the operator and inform us when you have done so, I'll follow this up for you.

Thanks,

ThePOGG

ThePOGG
Aug 13, 2019

Hi sunimhe,

Have you provided the requested documents?

Thanks,

ThePOGG

sunimhe
Aug 13, 2019

Hello! Thank you for asking.
I have sent requested documents (original payslips and bank statement for 3 months showing salary) 2 of August. Previously I sent document showing my position and salary of my job.
Basically I sent to them a lot of documents (passport, selfie, bank statement showing deposit to Skrill).
11 days have passed and I didn't receive any email from Slotplanet. In live-chat operator said "Your account under review".
Thank you.

ThePOGG
Aug 27, 2019

Hi sunimhe,

I've spoken to Slot Planet and they inform me that your account has been reactivated and your balance is available to do with as you choose. Can you please check and confirm for us?

Thanks,

ThePOGG

sunimhe
Aug 27, 2019

Hello!
Yes, I confirm this information. My account is active now. I can play or withdraw balance. Thank you very much.

ThePOGG
Aug 30, 2019

Hi sunimhe,

Thanks very much for letting us know - it is appreciated!

ThePOGG

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Agreement

sunimhe 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:

  • Slot Planet
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

July 15, 2019