Planet 7 Casino - Player has been accused of opening multiple accounts.

Won 63k jackpot on a Rudolph revenge game. But because my mom had another account linked to my address they sent me my payout info then quickly said because of multiple accounts there was no debate, no payout and a lifetime site ban to protect their interests… Wish I could sue. I made many legal deposits and lost all of it so they will gladly take your money and when you win they’ll find a way to steal that too. Plus the card I used online was hit with thousands of fraudulent charges. Took me months to get it back from the bank.

Dear treykitchens75,

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. Do you and your mother share any of the following: household or email address, telephone number, same payment method, IP address, or device? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to 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 

Dear treykitchens75,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Sorry it must have gone to my spam. I’m going to attach what I have included screen shot the day I won. A screenshot showing my deposits for the account on my bank account. A screenshot with the withdrawable balance and 0 play through balance which was 30x my deposit before the remaining winnings were mine for withdrawal. And the zero reason given for not paying out in the casino ban email. I had spoken with customer service where they explained it. I asked for that transcript and immediately was sent to a Planet 7 casino isn’t available in your country message. I could contact anybody after. They kept all deposits made from moms bank card plus several hundred unauthorized charges which overdrafted hundreds march 2021. Height of pandemic stay a home orders.. Yes I live with my parents because my dads terminally ill probably wouldn’t be here medication… sorry I kinda bitter about that casino robbing me basically. Took my deposits and after a 63k jackpot they stole it too, then drained the debit card of my parents which got me evicted from moms at the time. Bank wouldn’t honor the fraud charges and I made contact again on a friends phone and when I told customer service I’d get a lawyer I got the non-negotiable lifetime ban for improper behavior to protect planet 7s affiliates bests interests.

Thank you, treykitchens75, for getting back to us. If you wish to forward any supporting evidence, here's my email address: petronela.k@casino.guru.

Looks like I’m gonna have to send this whole messages because of the picture size. My name is Milton K******* and my mothers and Sarah C***. My user name was 6699tk. I think I have nine screenshots of what happened. I don’t have any screenshots or the bank records where they have their way with mom’s account but honestly, my loss of winnings is what hurt most. Because I had made like 4-5 deposits that week of 25 to $50 each time with moms bank card. Some reason they wouldn’t allow me to use my card. And technically, I guess I don’t have any reason why they just took the winnings. Not on paper. But I have the email, but it doesn’t actually say why they banned me.. it was an unappealable decision and even though I responded, they never responded after.. first they locked me out and I’ve got a picture where I’m having to go in and change my password on my account trying to get back into it and then it tells me in my country which is a total lie. I live in the United States we have access to everything. Everybody in the world seeks US currency specially those that scam those amounts from family’s.

Let me know how many pictures make it through because I think there’s internet issues on my end. Should’ve been seven or eight. A couple during the game when I won show my balance increase the game I won on how I wander what I spun. Each step in the process of verification of who I was in the email they sent me banning me. Along with a picture of their website, showing where I was the top winner stayed on their website for days like they were showing people it was possible to win money. If possible, but good luck getting them to pay.

I just tried sending the rest of the pictures through email instead of trying to do it on the website. I don’t know if it’s my iPhone or contract? I was able to get a bigger message sent with gmail.

Do I understand correctly that you deposited funds into your casino account using your mom's card?

Dear treykitchens75,

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.

thats correct

I regret to inform you that assistance cannot be provided if you utilize a third-party payment method.

It's crucial to comprehend that using personal funds for gambling adheres to fundamental rules, and this rule has been violated. Casinos may make exceptions when using a joint card, or if this possibility is communicated in advance during deposit or withdrawal transactions. Determining ownership of the payment method is technically challenging during the deposit stage, and verification typically occurs when a withdrawal is requested. Therefore, it is the player's responsibility to strictly adhere to approved payment methods.

If you cannot demonstrate legitimate ownership of the payment method and haven't obtained approval from the casino to use a third-party payment method, unfortunately, there is limited action we can take on your behalf.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I dont guess i understand what it is your stating

If you are unable to prove legitimate ownership of the payment method and haven't received approval from the casino to utilize a third-party payment method, regrettably, our ability to assist you is constrained.

Kindly inform me of any overlooked details; however, I regret to inform you that I may have to dismiss your complaint as unjustified if no additional information is provided. I appreciate your understanding and thank you in advance for your response.

Well they have no problem using a third party deposit. Ill See if I can find something from the bank

from the days leading up to my win.

I apologize, but I comprehend the situation. The casino has identified that you deposited into your casino account using a third-party payment method, which has led to the recognition of your casino account being associated with a third person. If you intend to play in any online casino, it is necessary to use your own funds. In instances where a player's account is linked to a different person than the one under which it was registered, it is considered duplicated or multiple accounts. Unfortunately, we are unable to assist you if your name is not displayed on the bank statement alongside your mom's name.

Well that sucks. She never used that card for her account. They gradly took the deposits and wasnt an issue til i won big. And for some reason im regularly still getting emails as to the comp balance for the account like its still an active account. however i cant seem to login successfully.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.