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i was asked to make a deposit in order to withdraw $799.00 so I deposited $21.00 and waited for confirmation, instead I received an email saying that my winnings were confiscated due to me breaking t&c while playing with a bonus, even though I had finished my wager and was told the bonus was complete once wager was complete. They not only took the $799 but they took 63c of the $21 and restricted my account so I can’t even play the remainder and said I must have my account verified first before making a withdraw, so I waited a day and went to ask what I need to do to be taken off the restriction and the money that was left in my account has disappeared ! Customer service emailed me and asked if I can be more specific about which deposit am I referring too when I only made two deposits and the second was to make a f***en withdraw.

Dear jstnawe09,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Finally, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I was asked to make another deposit in order to make a withdraw of $799. Which is what I had one playing. I deposited $21 via Skrill and that has also gone along with the winnings of 799 which they say was in breach

Screenshot from the player:

Thank you, jstnawe09, for your reply. I have checked the general bonus terms and conditions, and this is what I found (here):

"The maximum single bet allowed when using bonuses (until the wagering requirements are met) is:

Slots and video slots: A maximum of € 5 per round or € 0.50 per bet line is allowed.

Other games: € 30 per round.

The maximum bet amount includes playing / purchasing additional game features, including the gambling feature.

Failure to follow these instructions may result in the loss of all winnings."

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.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. Looking forward to hearing from you.

players winnings have been voided ?

I deposited that $21 in order to make a withdraw of $799.00. When I asked why I was made to make a deposit before a withdraw I was given the run around . Casino planet had no explanation for this other than "that’s an automatic response to a breach in t&c " when you make a try to make a withdraw while on a bonus that pops up , but nothing about being in breach…and eventually they took it all. It also says somewhere that you can see where your bonus balance next to your real money balance clearly on your main page, what ever that means - nowhere could I see a bonus balance next to my winnings balance, and at no time was I told I would be in a breach if I did this or that just " make another deposit.

$21 dollars was not winnings voided!they just restricted my account and wouldn’t give it back or let me play any other games. BTW I asked "Felix" the customer support guy if being made to make a deposit to make an withdraw is on the t&c he reluctantly said NO. I have the screen video of that conversation, it’s a little colourful to say the least but I did ask relevant questions

I understand, jstnawe09. Your bonus winnings have been confiscated and in addition to that, your newly deposited funds have been taken as well. Is that correct?

Yes, they had taken 63 cents of the $21 deposit to round off the $799 I had won To an even $800 , left me with $20.37 I was emailed about the winnings being confiscated and A day later the deposit was gone . The fact that an automatic message with "make another deposit" pops up on the withdraw page before it can be completed is a tricky move itself but they will restrict the account so you can’t play what remains or take it out. There’s no warnings about what might happen if I made a side bet over $5. They say there’s a bonus balance next to your deposited balance and if there is it’s not easy to find, I checked my account profile before making a withdraw to see if I had a bonus to play through or wager to complete but there was nothing just the amount I had won. Felix the c/s guy said firstly that I had completed my wager and the bonus had finished but when I asked what time this was he would not tell me, later on he said it was completed when I made the withdraw and bonus canceled when I breached, so if I breached the moment I made the first side bet over $5 why wasn’t it stopped, I wasn’t even notified.

Thank you very much, jstnawe09, for providing all the necessary information. I understand that your bonus winnings have been voided due to greater bets than the allowed ones while completing the wagering. Unfortunately, there's nothing we can't do about it. However, we can try to find out why your deposited funds have been taken as well.

I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Dear jstnawe09,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Casino Planet to join this conversation.

Dear representatives of Casino Planet,

Could you please explain why was jstnawe09 asked to make a deposit to withdraw their winnings from the bonus and why it wasn’t returned once the player was found in breach of the T&C?

Hi jstnawe09,

Kindly note that in order to process the Withdrawal we need to verify your account. We sent you an e-mail on the 3rd of January requesting the Documents needed accordingly. 

In regards to the deposit its self, Initial Deposit was made via PaySafe Voucher and thus Withdrawal would have failed and funds would have been rolled back onto account. So the Player was prompted to change deposit method to an e-wallet in order for Withdrawal transaction to be processed. 

Regards,

Casino Planet Team

Bullshit…the second payment of $21 was made via Skrill account. I don’t see why I had to make that payment in order to make a withdraw that was confiscated and why a deposit pop occcurs instead of a warning about the breach or that I need to complete verification. 3rd of January an email was sent ….. what’s that 3 weeks after the fact. Casino planet can get f***ed I’m not giving you anything else but bad reviews. Stick your verification up your arse. Return the $21 to my Skrill account the same one I used to make the f***en deposit

Thank you, Casino Planet, jstnawe09, for the replies. I apologize for the delayed response.

Dear jstnawe09,

I understand your frustration, but please understand that we cannot penalize the casino for the decision to verify your identity before processing the payout. It is not an unusual request. That being said, I recommend following the given instructions and providing the requested documents. I truly believe this is the most viable route here.

Dear casino team,

Considering the circumstances and the fact that we’re not talking about a substantial amount, is there a possibility that the amount could be processed as a standard refund, without the need for additional verification?

Hi jstnawe09,

Kindly note that in order to process the payment we would need to verify your account accordingly. At your convenience kindly forward the requested documents in order to resolve the case once and for all.

Regards,

Casino Planet Team

Dear jstnawe09,

I would like to ask you please, to watch your language. I fully understand your frustration but if you wish to proceed with this complaint, you need to restrain from using abusive language.

I strongly recommend following the casino team’s instructions. Please note that in case you refuse to cooperate, I will be forced to reject your complaint.

Well it’s been a month and nothing has come about resolving this matter,

did You see the comment made by the c/s guy, about having to make a deposit in order to make the withdraw, it’s not in their t/c and there was no way of knowing that I was in breach until I made the ……. Deposit. So you suggest now I give them something else, even if it is my personal details and bank account number to get back the deposit I didn’t need to make

I made that deposit through my Skrill account, so they should just f….. refund it the same way

Dear jstnawe09,

I understand your point and why the situation seems unfair to you, but unfortunately, we cannot penalize the casino for requiring you to provide documents to verify your identity before issuing a refund of your deposit.

I truly believe that following the casino team’s instructions is the most viable route here.

You don’t get it mate…. I could not make a withdraw unless I made my second deposit. I tried three times and all three times a pop up would appear on the withdraw page saying I needed to make a deposit, no mention of breaching t/c’s anywhere on my account or on the withdraw page.The moment I was in breach they were going to confiscate my winnings regardless… so why then did I need to deposit a second time for them to take that aswell, And you say you can’t penalise, when they stole my second deposit. Why didn’t you ask them about this little scam ? why haven’t you got to the bottom of that. Except to say I need to follow their instructions before I get back the deposit I shouldn’t have had to make in the first place.

Did casinoplanet give an explanation to why they didn’t leave the second deposit in my account, I could have continued playing even though I lost my winnings with the breach. I don’t see why I need to verify my account when they took money that was not theirs. I can’t believe you don’t see it that way and won’t penalise them for this dodgy practice,

read The terms and conditions about withdraws and breaches, it doesn’t say anything about depositing before withdrawals….I would’ve gladly produced documents if it was for a win on my deposit but they locked my account after the confiscation Casinoplanet is running a scam on players with their "breach" t&c deposits.

Honestly man….. they’re just sneaking around this whole thing.Your withdraw request must be processed by their accounts team first, but in my case it didn’t matter because I was in breach-

SO THEY WERE GOING TO KEEP MY WINNINGS ANYWAY!!! They knew that the moment I bet over $5 and still I had to make a second deposit first before my withdraw gets processed, but in the mean time they restricted my account so I couldn’t play that second deposit at all, then one of them goes back into my account a few days later and takes the remaining $20.37 for no reason at all and now I have to be verified at Casinoplanets request to get back what they scammed me out of.

Thank you, jstnawe09, for your patience. We will contact the casino ask for clarification.

Dear Casino Planet team,

Can you please explain why verifying jstnawe09’s identity is necessary for you to refund the deposit and furthermore, why was .63 NZD deducted from the amount?

Are you going to ask them why they have that dodgy deposit pop up on the withdraw page, why my account was restricted so could not play the deposit and then ask why they took the remaining monies a day later.. honestly Andrej if they try and palm by you off with the same excuses and no answers then you need to seriously take away the "very good reputation"you have given casinoplanet and let everyone know exactly what they’re upto

Hi jstnawe09 & Andrej, 

Kindly note that the PL's Deposit Method is currently linked to another account and thus is potentially considered as 3rd party. In order to confirm that deposit was or was not 3rd party we need to verify the players account accordingly. 

Regarding the 0.63 NZD - As per our Terms & Conditions Withdrawal transactions shall incur a fee of 2% at point of processing, with a minimum fee of $2.00 or equivalent in the player's own currency. We may charge less in certain scenarios and the amount to be charged shall be displayed prior to the player making the request. By requesting the withdrawal transaction the player accepts the displayed fees.

Should you require further assistance do not hesitate to contact us, we are more than happy to help. 

Regards, 

Casino Planet Team

What a load of shit!.. I used a $20 paysafecard voucher I brought from the gas station then I used my Skrill account to deposit the $21 I needed to make the f***en withdraw which was taken a few days later, what was the reason for this second deposit and why did they take my second deposit. this is bullshit what’s the f***en 3rd party arsehole, you’re not asking the right questions Andrej.

Dear jstnawe09,

We believe that the casino could have and should have handled this situation better and informed you about your violation of the bonus terms as well as about the fact that the winnings were non-withdrawable before you were asked to place a deposit for verification, but please understand that we cannot penalize the casino for the inconvenience. If the casino has a suspicion that the payment method you used to make a deposit is linked to another account, it has every right not to issue the payment until that’s settled.

That being said, jstnawe09, if you are not willing to cooperate and/or continue using abusive language, we will close this case as ‘Rejected’.

Yeah alright Andrej. I have looked into this " second account " the day I opened an account with c/p. I could not sign into my account once I verified my email, for some reason my name was not saved so I could not log in, I’ve got a password saved with no name that I can’t sign in on so I started the whole sign up process again and the second time round it was completed. This is and has been a complete waste of my time.

Undid you ask why the second deposit was confiscated a few days later Andrej . Ask them if they have any log in information or hame time on this other account. If you can’t come back with some serious answers Andrej then I would like you to put me through to some one who is a little more aggressive when it comes to dealing with something as simple as asking . Why did you restrict the account then confiscate the second deposit a few days later.and don’t give me that can’t penalise them shit either.

Dear jstnawe09,

Please understand that the casino has the right to verify any player account before processing a withdrawal or a deposit refund. Therefore we believe that the answer to the question what is the reason for the request does not make a difference. Besides, the casino legally cannot provide you with information regarding other player accounts.

It certainly would have been nice if the casino had not asked you to place the deposit, but as explained earlier, failing to do so is not something we penalize for. If providing the casino with certain documentation to verify your account is the only thing standing between you and a refund of your deposit, I truly believe it’s worth the extra effort.

Thus, the question remains. Are you willing to provide the requested documents?

So you can’t penalise them or you won’t penalise them? for not informing me of a breach before making me deposit before I can continue onto the withdraw page, restricting my account so I can’t play the second deposit , then taking the second deposit a few days later ? I would have gladly verified my account during my attempt to withdraw but was never asked. The "second players account" is the one first one I tried to create but my name was not saved and I couldn’t sign in so I started the registration process again…. You know what man.. even if I did verify my account for $21 I should’ve never had to deposit, they’re gonna f***en tax The shit out of that at my expense anyway and that’s going to really piss me off.

Dear all,

Due to jstnawe09’s persistent unwillingness to provide information necessary for a successful resolution of the issue, we are closing this complaint as ‘Rejected’.

Dear jstnawe09,

If we believed there was any other solution to the issue, we would suggest it. To advise on your remarks – We believe that since you’ve been asked to place the deposit needlessly, it should be refunded in full. However, without your cooperation, this will not be possible.

Should you reconsider your decision, you can reopen this complaint anytime.

Thank you for your understanding.