Planet 7 Casino - Player’s bonus winnings have been voided.

I had deposited money and played at this casino on may 2 and won nothing on my deposit. Later in the day, which I had also played a few of the same games at other casinos, I used a free bonus at Planet 7 and played it. I didn’t win on it either I’m guessing, I was doing things in between, dinner had to be cooked, kids fed, etc, so later that night I was playing on my phone in bed and I ran across a free bonus for Planet 7 only available on Tuesdays and I put it in and it redeemed, that gave me the indication that I didn’t need to make a deposit because usually the system will not allow you to redeem two bonus codes back to back, so that led me to believe I must have played a freee chip somewhere else, because I usually play the same 3 games. I ended up winning enough to cash out $100 and now the casino won’t pay me because I had multiple free chips between deposits, How is none of this their systems fault for redeeming both coupons, cause if you play at several it’s hard to remember what you have used and what you haven’t used. I even offered to make a deposit to get the $100 payout and was denied. They were extremely rude. Cut me off chat.   

I was not out to do anything underhanded or against casino rules but I also rely on the system to help me remember what I have used and what I haven’t. I was so frustrated and upset I closed my account

Sent from my iPhone

Dear Ehop1009,

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

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus. 

Could you please advise if you have redeemed any free promotional offers from this casino previously? Ideally, forward your cashier and bonus histories 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              

Hi, thank you for helping me try to resolve this. I have an issue with Slots Garddn going on now too. They say that I didn’t pay high enough fees to get the blockchain to confirm or verify my deposit, but they went ahead and put the money in my account and I won some for a payout. I see on my transaction history if was approved and paid out at 5:30 am yesterday morning, I waited until lunch and it was still not in my wallet, I got on chat and they tell me it was denied because my deposit was just sitting on blockchain! How is that my fault when they deposited the money in my acct and I think everything is ok? 

Back to planet 7, I can print off my transaction history with them and yes I have been offered a lot of free codes with them. Honestly, yesterday I wasn’t but I was doing to many things at once I did not know I did 2 coupons (,If I Did) and I even offered to make a deposit and they said no. But I have honestly never seen a system that allows multiple free bonus coupons back to back. It usual still all have "a deposit needs to be msg", or denied because you aren’t eligible for this coupon" etc….. 

This was a total mistake that I tried to make right and got nothing but treated like I had robed a bank or something or stolen all their money. The operators were so rude and even denied me speaking to his supervisor, then when I asked for his sv name he said ok fine I’m transfer you but he’s just going to tell you the same thing I said, then he just closed the chat. 

Sent from my iPhone

Please understand that if bonus codes are freely available to players on the casino website or other forums, players are responsible for the redemption of free bonuses. Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. 

PS: If you experience difficulties with some other casinos, please submit a separate complaint.

Are you kidding me? Every other casinos software is set up to not allow you to redeem back to back no deposit bonus codes. This was not done intentionally. Everyone is acting as if I set out to intentionally do this and I didn’t! I’m sure I’m not the only person who has ever forgotten the last coupon or even the last casino they played at on their phone if they are doing 10 things at a time and you just catch a game here and there, and that’s what I did. I don’t need lectures about the T&C but why doesn’t the casino get any flack for their system accepting the coupon codes if it’s not allowed? That’s like setting the player up especially if they enter a code and the system accepts it and deposits it in your account, you think your ok, what if you didn’t remember the last code you used, as I’m sure most don’t, why is none of that culpable on the casino? I’ll just close my account there and never play there again. And Peter V**** was the rudest most pompous host I have EVER dealt with and I refuse to speak with him on a chat ever again even if I have to wait 2 hours on anybody else. Thanks for nothing on this.

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.