The player from Germany has been accused of breaching bonus terms by placing a single bet greater than €5. Therefore, his winnings were confiscated. We rejected the complaint because the player didn't respond to our messages and questions.
Casino Planet - Player’s bonus winnings have been cancelled.
Amount: €15,000
Casino Planet
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
2,700 won not paid out
has been canceled
with the greeting that I violated the bonus terms.
although I never wagered more than 2 euros, I was assumed to have wagered more than 5 euros several times.
without proof, the win and the stake were canceled.
also the bets that were made afterwards.
thrown out of the game several times when played, sometimes with a stake of 5 euros.
the prize was not credited and the draw was also gone.
this has happened more than 12 times.
the phone number given for Germany does not work at all.
all complaints will be answered in English with an automatic email.
I lost over 15,000 euros.
that has nothing to do with luck or the principle of draw.
the games are definitely manipulated here.
Others also report similar cases at this casino.
you can't win anything here.
and if you should win something, a reason is found and the win is canceled.
I've played at many online casinos
I have never experienced anything like it.
that the games are so rigged.
and that is allowed in Germany.
thanks to politics.
best regards
Kodaman
Automatic translation:
Public
Public
3 years ago
Dear Emrullah,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.casinoplanet.com/en-gb/promotions/welcomeoffer :
"The Maximum individual stake that can be wagered whilst having an active bonus is:
Slots and Video Slots - £5 per bet.
Any other game - £30 per bet.
Failure to follow this may result in forfeiting any winnings at our absolute discretion."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Emrullah, is there any chance that your account is still opened, and you could forward your game history from that period? My email address is petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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