Planet 7 Casino - Player’s account has been blocked and her winnings canceled.

I am not proud of this but I had a couple of accounts with planet 7. Due to not realizing. I had read planet 7 rules so before i deposited I had a live chat with them. Which I have a copy of, I advised them that I was looking for a casino to deposit with but I needed to find out if I had other accounts.  They advised me I did and that they could help Me. That all I needed to do was deposit with one of my accounts And the rest would be canceled. So I deposited using username peters43015. I lived chat them again to confirm. They advised me I was good for winnings. So played lost, deposited a few more times and won 800. I sent in documents and my account was verified successfullY.  I received my 800.  I deposited some more and lost, deposited again and won 1068. It was appro and was waiting on check. I deposited again lost and deposited again and won jackpot of 12,000.  I was playing still with 800 in my account and my game went down so I tried to log back in and account locked and revoked. I received an email stating that it was revoked. I have tried numerous time and provided emails and live chat message.  i keep getting the run around. Today, I received am email with two of my last deposit pending for refund. They are trying to protect there butts bc they dont want to pay out jackpot.  How can they verify your account that u are in good standings for winnings but when u win big they don’t want to payout. Please help!

Dear Kelly,

Thank you for submitting your complaint through our website. I am sorry to hear about your troubles. Could you please provide me with more information and details regarding this matter? Did you play with any bonuses? Would it be possible for you to send me the screenshots or forward me the email stating the casino requested your documents, verified your account and closed your other accounts? Also, did the casino explain the reason why they blocked your account? Thank you so much in advance for your reply.

Best regards,

Satrio 

Yes I had played with a bonus that had no max cash out and I zero out the play through amt. I have tried to add documents That u have requested but it won’t let me, I keep getting an error message. Can I email them to you instead? 

i sent a copy of documents to your enail address. 
thank you!

I have always deposited when using a bonus code. They lied to me, when they said my account was good for winnings and the other accounts have been deleted. I wish I would have kept a copy of the whole conversation not just once but twice, they should be able to see my conversations. 
 

I am not proud of opening those other account but that was before reading The rules and depositing money. Once I read there rules and before depositing and ever winning, I talked to them to get it straightened out and was assured I was good. Bc I told them,if it’s not ok, I would be okay going elsewhere to play   
 

I really hope u can help bc this is BS on their part for lying.  I was honest with them and thought I made it right and everything was good, until I won the jackpot, now they are coming back on their word. Thank god for live chat bc it should be documented. I will be patient until I here back from u or them. And if u need anything else, please let me know. 
 

thanks again!

Hi Kelly,

Thank you for your reply. I have contacted the casino and hopefully, we will get the feedback regarding this issue soon.

Best regards,

Satrio

Greetings Kelly,

 

After your most recent win our Security Team unearthed a number of additional accounts bringing it to a grand total of 115 "dummy" accounts within our network you had activated in order to receive playable bonus cash then abandoned. There are most definitely an understandable level of "accidental" accounts one might open and we are quite understanding of that, up to a point. Were it a "couple of accounts" as you say (as it was to our knowledge and the knowledge of the agent in question at that point) there would of course have been no issue. 

 

This is a solid casino, play by the rules and we pay regardless of the size of the win (and people win BIG). As you say, your first withdrawal was paid out without issue. 

 

In the interest of fairness an additional $1068 from your recent win was issued as a wire payment on October 12th to cover any deposit losses for the lifetime of your Planet 7 account and should have arrived in your bank account by now (putting you well ahead of the casino for lifetime deposits). In addition your most recent deposits have been refunded to your card.

 

All in all in light of the situation we consider this to be a fair and amiable solution, we hope you feel the same.

Best wishes and I hope this finds you well.

Sincerely,

Nick and Planet 7

Hello, 

wow , 115 dummy accounts. That’s crazy. I can’t believe  that I would have that many. I only had three or four emails that I use to have and now I only have two. So I’m not sure about that. But I can tell u this, I have never set up a fake account. I am who I say I am. I have always used my real name and address. It is truly sad to me that this wasn’t told to me in the beginning. But anyways, I am happy that u are working with me. 
 

 I have not yet received 1068.00 but I will keep a look out.  My next question is - can I continue to play with Planet 7 and I am truly sorry for the inconvenience I have caused. And I hope all those dummy accounts have been closed bc I am a fair person and would never break the rules that why I called planet 7 in the first place. 
 

I truly thank u and sorry for the inconvenience. 

 can I can assure u that I will not open any new accounts with u or sister accounts or even any other casinos bc I have learned my lesson by 12,000 lost. Makes me very unhappy but by all fairness, my fault years ago and I should have read the rules.  But it also makes me sad that live chat would not have told me this when they assured me my account was safe. 

I also have never gotten the withdrawal of $1068 or the additional amount. Can you please check on this   
 

thx

But I did get my last two deposits back Before winning the jackpot

thank you!

Dear Kelly,

Could you please confirm if you received your funds as the casino stated above? Thank you

I have not yet received my funds. plus I feel after looking into this further that their offer is unfair. If they want to close my account fine,  but payout what was promised. i had no 115 accounts with Planet 7. I had a couple of accounts with them.  In the network? How am I suppose to know, that’s why I contacted them. 
Thanks for all your help! 

What I think would be fair is to pay out half the jackpot, since we both were in the wrong. I tried to make things right and I was told my account was safe. Then after winning 12,000 u don’t want to pay out. You have all my live chat conversations and so u can see, I asked before playing bc I new I had set up other accounts.  I also would like to know why my account was verified and I was told my account was safe, if it wasn’t. That to me is dirty! 

Dear Kelly,

Could you please confirm if you received your funds as stated above? Thank you in advance for your response.

I have not received any funds. 
 

thanks

Dear Nick,

Any updates regarding this case? Thanks so much

As of today, I still have not received funds. 

Good Morning!

i still haven’t received any money from Planet 7.  

He said it was wired oct 12th.  I should've received it by now.   

thx

Kelly Peters 

Hey Kelly,

Working with the casino.guru team as to how to proceed.

Best wishes,

Nick and Planet 7

Hi Kelly,

Could you please confirm if you received the funds? Many thanks

Hello, 

I still have not received anything. So No.

thanks,

Kelly Peters

What is going on? Why is this taking so long. They never had a problem refunding my two deposits that I won the jackpot on. i deserve the jackpot, I won it    I was told my account was safe.  After all of this headache i have bad feelings against this casino.  I would like to know what is going on? Thanks

Any word on this yet?

Dear Kelly,

I understand your frustration of waiting for the funds coming to your account. I have sent you an email asking for your bank statement from 12/10 and the power of attorney form to go through this case further.

Regards, Satrio

Can u please resend email again because I have   gone through email And do not see it.

 Thanks 

Kelly Peters

Can you let me know what date email was sent and from who. Thx

I sent u an email

Please let me know if u send an email. 

Hi Kelly,

I have passed the documents to the casino and they stated their finance team will review the records themselves, but once it's been established, there was a 3rd party delivery issue they are pretty good about reissuing the payment. Please inform me once you received the funds. Many thanks

FYI...I still have not received anything.  

Hey Kelly,

Satrio and I have been working on this for you, don't think you're forgotten.

I sent you an email from my personal account, get back to me as soon as you can!

Happy holidays and I look forward to hearing from you.

Nick and Planet 7

why can’t planet 7 just send a check? I have never had a casino take so long To pay out or take away a jackpot that the account was approve.  

Did u receive my documents for the fifth time?

I would like to know what the delay is?

Any word on this?

Hi Nick,

Any updates on this case? Many thanks

Greetings Kelly, Satrio,

Just an update: I'm doing what I can over here but due to the extreme nature of account and bonus abuse it's an uphill battle. I have received all of the necessaries which I appreciate Kelly but in terms of getting the additional assistance I require from peripheral departments to make things happen it's not simple and I will continue to work on it for you but I make no guarantees. 

At this juncture it's not looking to great. You received thousands in bonus cash you weren't entitled to and as much as I'd like to see you satisfied in this instance getting others to listen and prioritize a player with such a history is proving challenging at best.

If I have an update I'll let you know but this is where things stand currently.

Best to the both of you,

Nick and Planet 7

Hello, 

I can see where your coming from but I never once tried to withdraw any winnings , while playing on those accounts. . I just played not knowing u could play for free.  I just liked RTG slots.  U can assure them of that. 
 Then when I did want to play for money. I was assured I was safe To play. I won twice and received the money. That should be enough. I played fair! So I hope with all the things to back me up that they can see that.  I get the rules but that’s why I checked with CUSTOMER SUPPORT first. What’s the point of having them if they are going to lie to u.  u can let them know I’m Trying to play fair and maybe I need to take this higher up bc I’m just not getting anywhere Like I was promised. I appreciate u working with me but they shouldn’t have approved my account in the first place.  Or paid me any winnings. I want my 10,000! I won it fair  I played On that account for over a year and never once played on any other account. So please help me! 

I’m still very confused. where is my $1068 too that I was promised. Are u saying it’s not looking good for that either bc if that’s the case, that will just set me off. 

Hello again, 

Do you see the problem with this casino?  They promise you something but then comes back with the opposite.  This is not right.  I will fight for my money bc I am entitled to what I won.  

Hi Nick,

Any updates on this case? Thanks

He needs to show who ever my conversatio with casino.  I made a deposit  and won. I have emailed him conversation telling me I am safe to play. 

Hey Satrio, Kelly,

There is no debate as to whether you won or not Kelly, it's not in question. People win all the time, millions go out to eligible players without issue but that's not what we're dealing with here.

The truth is you tried quite hard to work around a system you knew was in place. Had you not been aware of the situation there would be no need to come to Customer Service and inquire as to whether you were eligible for play or not. You were aware you weren't eligible so you came to our service department for confirmation that no one had caught on to that yet. 

At the time, no one had. There was no reason for the service agent to know you had used multiple aliases in multiple casinos to redeem and play thousands of dollars in free chips you weren't entitled to. You were pretty clever about it so how would they, right?

Well, that's what the security team is for and that's why there is a system of checks and balances in place to assure that everyone is who they say they are and no one is trying to take advantage of what is already arguably the most generous and liberal bonus system in the industry.

All of that aside I tried anyway on your behalf to get you something, it's my nature. I genuinely like to help. 

But there are things I can do and things I can't, those that actually make those payments feel you have violated the good faith of the casino and there is no reason to continue our relationship nor this dialogue. There is ample documentation of abuse of our terms and conditions to merit complete dismissal of any obligation or further action on our part.

Please understand that this was not a decision made in haste, there was a good bit of debate involved, but it would set a pretty bad example for other folks with the same intentions.

The thing that needs to be reinforced here is understand and play by the rules, enjoy, win, get paid, play more, win more, get paid more... Have fun.

Intentionally cross that line and the casino will find out. And there are consequences to your actions. An extra (couple hundred) freebie(s) seems like a good thing at the time, but if you can't cash out if you win on it and it makes your real cash deposits uncashable down the line, what's the point?

Best wishes,

Nick and Planet 7

Well you Shouldn’t have promised 1068.00.  And keep asking me if I got it.  You were in the wrong and actions should be brought against you. 

Dear Kelly,

Unfortunately, we are so sorry that there is nothing much we can do in this matter. The casino has provided us evidence to sustain their claims that you breached the casino terms. In this case, we have to admit that also it is casino mistakes that they promised you some funds, asking if you got them, however, at the end of the process they decided not to give you.

Also, we would advise the casino to improve their account creation process, based on our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos), especially on this point below:

"To prevent duplicate accounts, it is feasible and effective to check for duplicate accounts during the account creation process. We don't mean a full know your customer (KYC) procedure that would involve ID verification, but a quick check of personal detail combinations that would only be shared by two separate people in very rare exceptions, such as first name, surname and date of birth. If the casino doesn't require this information during the registration process, it should start doing so.

In most cases there will not be a match and the casino can let the player play, only triggering a full KYC procedure when the player submits their withdrawal request. However, if the casino does get a match, it is likely that the player already has an account. In these cases, notify the player and/or ask them to complete a KYC procedure to make sure that they don't already have an account.

If this is not technologically feasible, the casino shouldn't punish players who created a second account unknowingly and didn't intend to abuse the welcome bonus. If the player hasn’t caused you any harm, it's best to contact them and find an acceptable solution for both involved parties, such as keeping one account opened and closing the other one(s)"

Best regards,

Satrio

Yes, they promised me funds then turned around again and advised that I abused the system. U can’t abuse the system if u never tried to withdrawal and were just playing for fun.   They are liars and we’re in the wrong both times.  I am taking this further bc I won fair, I deposited each time And I was told I was ok to play.  Thanks 

At this point I’m not worried about 10000. I want the 1068 promised to me and was advised it was deposited several times but never was. 

this Needs to go higher up to someone that can follow through with their word. 

Dear Kelly,

Again, we have to say that, the casino has provided us evidence to sustain their claims that you breached the casino multiples account terms. And about the funds what casino promised is also a mistake from the casino, however, we understand that it is a casino act to prevent or to make a bad precedence towards other players with the same situation as this.

Kelly, we’re so sorry that we are not able to proceed with a further investigation or suggest possible solutions. In this case, we will force to reject this complaint.

Best regards,

Satrio