Planet 7 Casino - Player experiences issues with unexpected withdrawal fees.

I’ve always had to submit cases for any payout with planet7. They delay and breach their terms constantly on a daily basis. In the end, forums like this have prevailed, and I have received payouts.

Recently in dealing with a friends current issues with casino, I’ve taken a closer look at my account. I’ve always questioned why manager fees are coming out my winnings when my bonus is deducted from my winnings when I make play through. Double dipping so to speak. Casino would never address it, and I’d be exhausted fighting for any winnings by the end.

Here’s my point , Bitcoin withdrawal is free, bonus deduction with play through. Manager fees deducted total that are fraudulent is $801.25. I have emailed casino requesting my money back that was fraudulently deducted. They initially responded with a case number, and now are unresponsive. Any help in recovery of my winnings would be appreciated. I’m really to the point of going to court with the way this casino conducts business.

Dear rgaymon45,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Planet 7 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly the fees manifest in your transaction history as 'manager withdrawal'?

Could you please specify when the fees were deducted from your casino account? When did you first contact the casino about the issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The fees are only see able after they process and send the winnings. I usually find out after they are sent. I’ve went through chat numerous times, with my questions never being answered why I am paying bonus amt back twice. As you can see, sometimes they take it out , and other times they do not. Which is weird since I only use Bitcoin. I also have emailed the casino, with no reply back except a ticket number. I sent that email in complaint.

Thanks for your reply.

Are you sure the discrepancies (118 USD in the example below) are the result of transaction fees? Was this confirmed to you by the casino support on any occasion that this was the reason the funds were subtracted?

They won’t tell me why I pay the bonus back twice. They say it’s manager fees and that’s all they can say.

If you make play through and your balance is down, you have to pay back bonus before cashing out. When your balance is high like mine is, hence multiple payments from same win, it automatically deducts it.

Manager fees are dubious fees. Bonus says bonus. I withdrawal With Bitcoin which has no fees. This is the only RTG casino I’ve played at that does this. I’ve also contacted the casino via the support email that they assigned a number to, multiple times. They refuse to answer about the fees. If the fees were legit, I would of received an answer, since by their policy stated in email, it’s way past 72 hours.

Thank you very much, rgaymon45, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you Tomas! I appreciate your help.

Hello rgaymon45,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I can understand why you are questioning the fees, but some casinos do implement fees for various reasons. We, of course, would rather not see them, but this is something that every casino can do as long as they inform customers about it in their terms and conditions.

Planet 7 Casino mentions the potential fees in its T&Cs. The players can freely decide before they open their account in such a casino if they accept this or not and don't register in the casino. There is not really much we can do about it, as every casino can decide if this is part of their business or not. I will contact the casino to shed more light on this matter.

We would like to invite Planet 7 Casino to join the conversation.

Dear Planet 7 Casino,

Can you please provide an explanation to the player on the above questions?

They are made up fees. They list on the site it’s free to withdrawal with Bitcoin. They claimed it was bonus withheld again not fees.

Greetings all,

Hopefully I can clarify here, firstly as listed in our terms and conditions there are transfer fees associated with all withdrawal methods. There is a separate issue here though it seems, and I believe I see it from reviewing your player account rgaymon45. You like to deposit using deposit coupons, these are amazing and we have a lot of great stuff on offer allowing our players a lot of bang for their buck in terms of play time and chances to win. These (as with all bonuses) come with terms and conditions attached, one of which (as seen both the terms and conditions of the casino and the pop-up that appears on every coupon redemption and is agreed to by the player before redeeming) states that these funds provided by the casino are non-cashable and removed on approval of a requested withdrawal.

For example, on February 22nd there was a deposit made using a deposit bonus good for 275% of the deposit amount. The bonus amount issued at the time was $558, this amount is non-cashable as mentioned and would be removed by "manager withdrawal" at the time of review and approval. "Manager withdrawal" or "manager approval" is non-cashable funds being removed from our closed system which can only be removed at a managerial level.

I was unable to find an instance on review where the terms and conditions of the casino were not fairly applied according to the rules agreed to by the player.

Best wishes,

Nick and Planet 7

The bonus is removed twice. No where in the terms does it say to pay the bonus back twice.

Thank you for your response and explanation, Nick / Planet 7.

Dear rgaymon45,

If I understand it correctly from the screenshot you have provided us, the deduction of $558 was the sticky non-cashable bonus which is always deducted before the withdrawal is processed.

The other deduction of $118 is I believe the transfer fees associated with all withdrawal methods. So actually there is only one deduction from your winnings because the $558 was a non-cashable bonus.

But I would like Nick / Planet 7 to confirm this.

Hey all,

Michal is correct here, there is a 5% transaction fee which is removed on approval. In this case 5% of $2375 is $118.

Best wishes,

Nick and Planet 7

Thank you for the confirmation Nick / Planet 7.

Dear rgaymon45,

I hope my explanation was clear and it gave you a better understanding of the "Manager Withdrawal" and fees.

As I believe the situation has been explained can we consider your issue to be resolved?

Dear rgaymon45,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear rgaymon45,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal