Planet 7 Casino - Player is struggling to withdraw her winnings.

Earlier in the week I placed 5th in a slot competition and won $100. They advertise they are giving away $1000 away daily, so one would be lead to believe that when $100 is put into your account that would be the same as $100 bill being deposited, it’s winning from a tournament. Instead of cashing mine out, I thought I would play on it some not knowing I wasn’t just playing with my plain $100 I won the major jackpot on a game and I was doing pretty well but when I tried to play any of the higher amount jackpot games, it would let me get a half spin in and then say it was down for maintenance. Every single one of them. I find that super fishy. No other game was having any issues. When I go to cash out my winnings at $250 it’s changed that I can now do coindraw which I couldn’t before and I got my deposit on Saturday afternoon and it was $95! It took me an hour and a half to find out what happened to my withdrawal. This is the second time this week this casino has screwed me out of money and it’s surely going to be the last. I’m closing every account with this company. They are some shady people. I had to ask 5 time for a supervisor and was told completely incorrect information during the chat. Not even once. I took scream shots. I’ve been cheated out of $300 just here this week. But it surely was fishy how those other jackpot prizes did. The chat operators here are rude as they come and act as if the money is coming from their pockets.

Dear Ehop1009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

ADDITIONAL TERMS APPLICABLE TO SLOT TOURNAMENT

FREE ROLL TOURNAMENTS:

Free Roll Tournaments are Tournaments which do not require that players pay a registration fee.

Prizes won in a Free Roll Tournament are added to cash balances and may be withdrawn from the casino.

Any winnings from Free Roll Slot Tournaments may be used to play in real money casino games. These winnings are subject to a 1x playthrough and 1x max cashout requirement.

Could you please advise if you completed the rollover for the tournament winnings?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes I did, many times over. Actually the winnings can be withdrawn when they are put into your acct. I played on the winnings for at least 2-3 hours.

Perfect. If you completed the wagering requirements for tournament winnings you should be able to withdraw your winnings in the amount of the maximum cashout of $100. Could you please place a withdrawal request of $100 and keep me informed about any further developments?

That I did, my issue is if you win $100 why is that not treated as money because it is withdrawable without any playthrough at all to begin with, so why would I play on $100 if I’m only going to be able to cash out $100? I thought I could treat it as winnings because it is advertised as $1000 given away daily, and chose instead of drawing it out immediately to play on it but could not withdraw anything I won with it out, only the $100.

Ehop1009, I understand your point of view. However, as stated in the terms and conditions of the tournament promotion, it is required to wager the winnings once before a maximum cashout of 1x the original tournament winnings can be applied. The casino operates the promotion under these established rules, and regrettably, it means that you are not eligible for any additional winnings beyond this point.

Could you please confirm that you are able to withdraw your winnings of $100?

The winnings from the slot tournament were able to be drawn out without a playthrough but if you decide you want to play on them you have to play on them 1x and can still only draw out the $100 winnings. I was unaware of that and had won more but yes was only able to draw out $95 after they charge you the fee for withdrawal.

Thank you, Ehop1009, for your reply. As I understand, your problem has been resolved successfully in the meantime. Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

PS: I have adjusted the disputed amount from $250 to $100 since that was the maximum cashout applicable to tournament winnings.

Yes

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ehop1009, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru