Casino Planet - Player’s bonus winnings have been cancelled.

Ich habe ursprünglich 35 Euro eingezahlt und 150% bonus erhalten.

Der Umsatz war getätigt und meinem Konto sind etwa 300 Euro echtgeld gutgeschrieben. Heute habe ich mit diesen 300 Euro gewinne erzielt und wollte 2500 auszahlen lassen.

Angeblich sind während der bonusumsatz Zeit zu hohe einsätze bis zu 40 euro getätigt worden. Das habe ich nicht. Ich spiele generell Nie über 2 Euro.

Das casino bzw die Gruppe hat soerwas schonmal behauptet und mir sogar spielauszüge gesendet. Damals hatte ich gedacht evtl versehentlich zu hoch gesetzt zu haben. Obwohl das wie gesagt nicht möglich ist weil ich maximal 2 Euro setze. Jetzt bin ich mir sicher. Das ist betrug und sie wollen nicht auszahlen. Bitte klären sie den Fall. Ich habe transcripte der chats usw.

Dear Sascha,

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/de/termsandconditions/generalbonus:

"The maximum permitted single bet with a bonus (until the wagering requirements are met) are:

Slots and video slots - € 5 per bet or equivalent to USD 5 in the appropriate currency.

Any other game - € 30 per bet or equivalent to $ 30 in currency equivalent.

Failure to follow this rule can result in winnings being removed."

Could you please forward your game history and any relevant communication to my email address: 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

Hi and thanks. I sent you a mail.

Thank you very much, Schoscha, for forwarding your game history and all the relevant screenshots. Could you please advise if you’re aware of purchasing any bonus features/free spins during the bonus play? 

I do not fully understand the question? Do you mean free spins like playing games with books or the like? Of course I had such free spins. Or do you mean whether I have bought a feature such as is possible with book of tut does? I definitely didn't do that. So won free spins with 3 books yes! feature bought, no I haven't. I hope the answer is ok for now

Thank you very much, Schoscha, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

What are the chances of success in such a case? It is incredible that such a casino can easily make such a claim.

Hi Schoscha,

I'm taking over your complaint. I looked at your game history and it does look like bets over the maximum bet took place. I will contact the casino and see what can be done.

Hello and thanks. I guarantee you that I have never made these bets. I would play a 40 euro stake in my life. You can see that I always play a certain bet for a long time, why should I make such bets all at once? That is not what the casino is saying

Dear Schoscha,

Thank you for getting in touch!

I can confirm that unfortunately you placed 22 bets between 35EUR and 52EUR. Which is a breach of our General Bonus Terms and Conditions 10. The maximum individual stake allowed when using a bonus (until wagering requirements are met) is:

Slots and Video Slots - €5 per bet.

Due to this the winnings were removed and deposit refunded in full.

I apologise if this isn't the outcome that you were hoping for and let me know if you have any questions!

Thank you

Now should I have already set 52 euros? It's just getting funnier. I will say it again. I am absolutely certain that I have not made a single bet over 2 euros. First I get a PDF that says I would have set 40 euros and now 52 euros? That’s fake.

They say that because they don't want to pay. You have to be able to put a stop to such fraudsters somehow.

What I noticed is that the inserts from the list that I received are very strange. I cannot see there that, for example, the stake of 40 euros is deducted from the bonus money. Then the bets are repeated exactly 2 times ... if you look at the rest of the list you will notice that I never vary the bets that often. I actually play the same stake for a relatively long time. Take a look at the picture ... so I make the stakes that are too high and then my usual 0.80 cents or similar again? That's weird isn't it?

Can I still expect a reaction from anyone here? unbelievable that these machinations are tolerated and nobody helps you. I still hope for the licensor mga. I have now also reported the case there.

Dear Schoscha,

Sorry for the late reply. Contacting the MGA was the right thing to do. Since according to the game history bets over the max bet limit were made and you can't really prove otherwise, we will have to wait for the MGA's decision. Please, let me know how they decided (peter.m@casino.guru).

Best regards,

Peter

The regulator eventually decided in favor of the casino and so we are rejecting the complaint.