Account Suspended for no reason - PlanetSportBet.com (Playbook Gaming Limited)

[SP94]

Long time lurker here, first time issue…

 

For the first time in my gambling career, my account has been suspended for no reason and I am actually kicking myself for not doing my due diligence checks.

 

When registering on new websites, my usual check involves checking whether the company is registered with UKGC, ask gamblers player review and on trustpilot.

 

In this occasion, I checked that PlanetSportBet is registered with UKGC and reviewed feedback on AskGamblers website. There was no review for this brand except that I should have also checked for their sister company Rhino Bet, which the player does say they had to go to ibas to get things moving.

 

I registered on 23rd of March 2024 at around 22:30 on their website.
 

My initial deposit was £400 which I played through and lost. I then deposited £1500 and was playing live casino.

 

I won (if I remember correctly a £900 hand) taking my balance to £2327.50.

 

I was then logged out automatically and when I logged on it said my account had been suspended - no reason provided.

 

On trust pilot review people mention that if you win above certain deposit threshold, they suspend your account.

 

Upon checking emails, there was a KYC request email sent at 23:10, asking for 3 number of documentations (driving licence, utility bill and bank statement). They said this had to be sent within 2 weeks else account would be suspended

 

I responded immediately to them with a photo of front and back of my driving licence, utility bill and bank statement at 23:21. These are the same documents which have been accepted in 15+ other companies.

 

There is no way to contact this company except for via email. This was a mistake from my end also. I should have checked which I usually do on customer service standards.

 

Looking at reviews on trustpilot, it seems they just ignore you as long as possible to make you go away.

 

I have sent follow up email asking reason for suspension but am at their mercy as there is no live chat and have to wait for their email response.

 

In addition, I have also requested £2000 withdrawal which in their website terms says should be processed within 2-6 days. I am doubtful this will be processed from the responses on trustpilot.

 

I am currently waiting for their response but how long should I wait before I start any dispute process on AG / independent ADR who is iBAS for this company.

 

I will keep you all posted on any further update

[SP94]

Update as of 24th March 2024 - no response to email yet, however, portal shows the withdrawal has been approved.

 

I don’t know if the withdrawal being released is accidental or intentional but hoping it will land in my account soon…

[SP94]

Payment received in account with email confirmation stating account verified.

 

very slow response imo. Looks like a Monday to Friday operation.

 

looks ok but tested my patience lol

[cocopop3011]

44 minutes ago, SP94 said:

Payment received in account with email confirmation stating account verified.

 

very slow response imo. Looks like a Monday to Friday operation.

 

looks ok but tested my patience lol

That's good to hear! Enjoy your winnings. 

We're all just here getting out patience tested from time to time 

[SP94]

Further £1750 sent for withdrawal just now. Will post back how long it takes and if it will come through.

 

account is fully approved as stated above

[cocopop3011]

10 minutes ago, SP94 said:

Further £1750 sent for withdrawal just now. Will post back how long it takes and if it will come through.

 

account is fully approved as stated above

Let's hope this one is quicker! 

[SP94]

Happy Easter all.

 

i thought I had responded to this but completely forgot.

 

the withdrawal was approved 12 hours after request and payment was received 2 days after. No issues there.

 

my concern with this site is that the option to reach customer service is limited. They did not respond to my emails requesting why account had been suspended, nor do we get any email confirmation when withdrawal is requested or approved.

 

site is ok to play with but I don’t know what would happen if you really needed customer service intervention. 
 

[cocopop3011]

On 3/29/2024 at 10:16 PM, SP94 said:

Happy Easter all.

 

i thought I had responded to this but completely forgot.

 

the withdrawal was approved 12 hours after request and payment was received 2 days after. No issues there.

 

my concern with this site is that the option to reach customer service is limited. They did not respond to my emails requesting why account had been suspended, nor do we get any email confirmation when withdrawal is requested or approved.

 

site is ok to play with but I don’t know what would happen if you really needed customer service intervention. 
 

Well, congratulations on the withdrawal in the end and thanks for keeping us updated