My complaint:
On the 28th October I deposited £10 on casino planet, won £248 and requested a withdrawal using the same deposit fund, it said 1-3 working days. After about 5 days I raised a query as I’d not received anything, I was told on 3 different occasions to “wait a few days”, after about 2 weeks and contacting via the live chat I was told there was an issue with world pay (the payment provider) and I would have it by the 13th, still received nothing. I was questioned after around 3 weeks via the live chat, asking if there was a reason I needed the funds, I wasn’t sure how to reply so I said it would be used for extra Christmas presents, because of that comment apparently it triggered a concern for a “gambling addiction”, and they made me self exclude from the website. On the 9th November I received a text message to say world pay resolved their issue and to request my withdrawal again, which I couldn’t get onto the website to do due to self exclusion. I sent another email and they said they would do it manually for me. We are now on the 29th November and I have still received no winnings. I have attempted contacting via email numerous times and had no reply.
Suggested solution:
Paying the winnings as promised
