Planet 7 Casino - Player’s casino access has been revoked.

I request to close account and opt from this casino email. The CSR told me give it a last try and said I got 30 dollars of cashback and nothing to loose so go play and give the casino a last shot. I did manage to win 780 dollars and go thru with document authorization process completed and got email confirmation number and congrat about my winning and informed that one of the rep. in finance will contact me and help me with the cashout, look very decent and that convinced me and did not raise any alarm up to that moment. I was very sure I will receive my cashout without any complication. The next day I can't log in keep trying to reset account password even email the casino support to help but unable to log on so no live chat for me just waiting for email respond by them then they email a code to change password that seem like it was change back and still did not work so I thought i was hack but I know I will get contacted by their finance people in 2 or 4 days so I don't really need to log in until I get my cashout since I completed and send in all requires document and they verified is done.

Nothing from finance and nobody contact me so I email to them and they pretended to try with helping me to reset my account password but nothing work and I am not able to log in at all. So I manage to ask for a supvisor and they said I will be contact by one in 2-4 days and nothing same process like finance email. So I keep on email the casino and finanlly realize that my account is revoked this is the repeated email over and over to me.

'Isabella ***(Support) <info@***.com>

Tue 10/20/2020 2:58 AM

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To: You

Please reply directly to this message

Isabella ***(Support Center)

Oct 20, 2020, 11:58 AM GMT+2

Hello Wally,

This is Isabella ***following up on your ticket number 7685967.

We regret to inform you that your casino access has been revoked. The decision is, unfortunately, non-reversible. Any casino account can be closed based solely on our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party processors. Your understanding is appreciated.

Regards,

Isabella ***

i demand for reason to why my account is revoked since I know that i had followed all their term and condition and break no rules at all time. Provide all info as precisely and play fair at all time. They rob me in plain site and I can't do anything about it. I did manage vent all my anger knowing that they had indeed robbed my winning and that the end of it. I wrote the worst profanity letter I can comeup with and try to forget about my experiences. Unbelievable only several hundred bucks they willing to go that far to scammed it from me I don't see its worth it given a couple hundred for bad reputation is stupid of their action.

Dear Wally,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify what reason you have stated when requesting your account to be closed? How much was the active balance at the time of your request? Do I understand correctly that your winnings have been accumulated from cashback bonus solely?

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

Additional comments from the player:

"once again I thank you for you reaching out to help me with my cash out from planet 7 refusal and provoke me my access to the casino without giving me a reason to do so despite I'm going to email that I have requested for a manager might never get to anywhere at all I made 2 deposit and worse not be able to when playing the slot yes gradual straight loss so in order call me not to play at the casino where I do not get any luck I'm winning I contact support to close my account and opt-out out of email and the CSR call me that I do have a cash back off $25 so why don't I try and play get myself by chance before decided to just close my account well the idea sound perfect sense to me and I have nothing to lose so I listen what advice and took it and I was just did not give much about how much I bet and I managed to win $780 I wish I went through verification authorization and send it completed the whole process but I was asked dim supplement all of my photo again because of not clear and Clara picture almost I say could have been a low resolution Toby chicken my support finance department and I finally resend it and thought that my verification is complete and they did give me a confirmation email about it's is complete so I was able to proceed for cash out and they also give me a confirmation on that and congratulate me on my win and told me that I will be 225 business day contacted by someone from the finance department thu hấp me complete the and process my cash out as I waited nothing no one was contacting me sói to get to the support Via live chat but I unable 2 log in to my house in to account thinking to myself I must have not remember the right password so I it a request to reset although many tries I was unable to update for a new password and I cannot live vhat support without being log on so took action of contacting by email with more than 5 attempts they finally inform me that i been revoke you seen the letter on my posted complain..and no did not provide any reason for the bam, I feel that I follow all thr tend at all times so my winning belong to me. If they willing to provide the reason they bam me is indeed valid I would just rest my case and five up on it cause that is on mei have no mean to express concern or a chance to justify myself I. Order to not get ban. This is lame to do this scam to such a small amount t payout to which it was a won is done followed all Tandy at all times by me. I will never will waste time if they provide me a valid reason or let me know what I indeed had done to get revoked all incam think was just a reason to use to keep my winning cashout for themselves and I will just give up and let it be the way they already scam my winning. Yes my winning I done from cash back given ti mr . I had no idea that I get cashbzvk or even understanding of what it is

My hope is to get you as a third neutral judge to obtain thr reason for why I get revoked because I follow all the rules at all time. I am deeply thankful for your help and no matter the outcome if I am indeed deserving I will stand corrected and learn not to do it again and if indeed I had been unfairly accused then I deserve to get the cashout of my 780 i won fair and square 

What ever the outcom will be they should have inform me directly not putting thru a gamepkay did not know that I was bam to think that I forgot my password or someone had hacked my account. That is wrong for not inform me the minute they ban me and not to play game making like mu cashout is good to go on it way and never do what they email promised that I would be contacted. All this took a neavy blown on me and unnecessary to happened with any of Planet7 players.  I do not too worry about 780 that I got scam I just upset thr at thr fact that this scam is done with no hesitant and boldly to players like me get no chance to come forward about it. I believe that for fairness sake it is only fair to inform me of whatever action I done wrong to not be able to receive my winning

Thank you for taking thr time to try to understand my situations with zplanet7 and God bless,"

Additional comments from the player:

"i forgot to included that Planet7 after rec ccieved all my verification I submitted and request cashout they silently refunded both of my deposit to my checking account of whicnth I used to deposit twice. I did not realize this credit a week later when I try to pay some bills and i did not know why i get this credit back of which i had loss it all plying with promo welcome. So i would like to add this detail to help with your investigation so you hold all the facts to help me get the answer that I deserve. I did not want to stay with planet7 but was convince to try it one last time so i did knowing i had nothing to loose but once I had won and finish verification document and request cashout I suddenly get revoked, please help me obtain the reason for doing that to me is all I would sincerely wish to know anything more i do not dare asking."

Thank you, Wally, for your reply. Do I understand correctly that all your deposited funds have been refunded to you? Could you please clarify what reason you have stated when requesting your account to be closed? How much was the active balance at the time of your request?

Additional comments from the player:

"Sorry for not be more specific on my case I played at planet 7 with 2 deposit that come with welcome bonus so and I have good amount of money from 40 dollars to try them out as I noticed that from other casino there is up and down but with my gamejplay from Planet 7 it s straight loss did not even get any win to be even or up a little so I stop playing and as tried about 6 or 8 casino they are all like that and i see that my email was piling up with many advertising so one day I decided to only stick to the casino I indeed have some fun with the games and seem fair with my gaming deposit last longer and possible I can win if I am lucky . So I start my list to close my account at the casino I feel I can not ever win in order to stick with the one I like and make life easier to go for fun and I am a loyal person so all I need is 1 or 2 casino that I can trust. I don't hunt for freebies but I make deposit to all the casino I wanted to know how they look and their support and their cashout policy, Planet7 did not give me any winning chance afrer 2 deposit and it's just no win for me so I chat live with support to ask them to close my account so I don't need to worry about getting email from them any further and my balance is almost 0 cause i loss all of it obviously. I spoke to a male rep. could not remenber his name I an try to dig into email between me and Planet7 then I can sure provide you with the name later if necessary. He told me don't close the account just yet cause I have some cash back to play and why don't i just give it a try maybe then I will be lucky cause I told them I win nothing on both of my deposit and do not wish to be on their system. So why not i took his advice and play and for ny first tine with what he told me was 25 of my cashback i won 780 on my 3-4 days builtding up to that balance playing very carefully and knowing that this winning is mine if I can hang on until I complete verification,. I submitted all my documents planet7 give me a confirmation email and congratulate me with my win then the email stated to wait 2-5 business day for a contact rep from the casino that will contact me for further instruction. I wait patiently while playing making small bets to ensure I am able to cash out a decent win I play very hard to get. 2 days passed and the 3rd day i can not log on to the casino so I try to recover and reset my password, at first i look ok like I was able to reset the password then I try to log on don't work so i email to support for help they sent another email to tell me I also need to wait for csr 2-4 business days and i got no way to get live chat since i am unable to log on. Thinking that somebody hack my account i try to recover my password but nothing work then I keep email casino support to realize that i a revoked from casino no further info given. Then I saw 2 refund of my deposit is credited I don't understand those money belong to them cause i play and loss and that was fair I that I could not figure out. But later on i realize banning me then refunded my 2 deposit is way better than paying out the winning of 780. I did get many upset and email the profanity at the point I did not heard about Casino Guru and I had given up to make myself more stressful. So I hope that will answer your questions. I am grateful and amazed with your help and even if I will not getting better outcome like I had totally given up about the winning I felt is mine. Also they shut me out without a reason to hear my side of the story make me furious and it;s just unacceptable to treat pkayers with such an unfair method 

thank you again wish you and family healthy and happy always."

Thank you very much, Wally, for your reply. I have checked terms and conditions, and this is what I found https://www.planet7casino.com/terms-conditions.php:

"WEEKLY CASHBACK

The Weekly Cashback is calculated on all deposits (minimum $50) which were made over the previous 7 days.

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal (minimum $100)."

Could you please advise how much you have deposited and how much was the cashback bonus that you have received? Is there any chance that the funds you have received, thinking were deposit refunds, were in facts your winnings from cashback bonus? 

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Thank you Petronela for all your devoted help for me. To answer your quesion about my cash back I did not know and realized that I got cash back and the minute I close my account the rep told me to give it a final try and at that time I already made up my mind to close the account and I did ask about play thru requirement and there is none so I did not concern too much about the any further info and thinking to myself to just do a couple spins get then closed my account will not hurt to try since the csr told me this money is cash back belong to me. I believe I did 2 deposit with promotional of $25 and $35 and was given $25 cash back. I upset at the facts that they do not communicate with me at all and just banned me because I won. It is the principle that transparency should be for both side the casino and players. If there are issue why clearly approved my cashout then told me that I will be contacted and help with my cashout and then revoked my account without a reason for it. This back and forth wasted my time and it should not happen to anyone. I was giving a confirmation number for my cashout and I was under the impression that everything is good to go with my cashout. And banned me for not notifying me is not at all good conduct by casino yet not willing to provide the answer to as why create and provoke unhealthy emotion on me of which the cashout is so small of a number to cause me into this kind of stress would you agree. I am not worry about the $780 but I am more concern about how they managed to do this to their players and I felt that players don't have any right but the casino get the upper arms on them to do what they want without any rules that should be fair apply to them. I am glad that there are people like you that give us the players a chance to allow our problems to be hear. I believe most people will just give up and forget about any issue because it's so much of a hassle and I am sure many do that already. I did too but I saw about casino Guru and decided why not at least I can get some attention by Planet7 about my issue cause I am still seeking for the reason I get revoked because I deserve that and it's only fair right? Wasting players time on games and shut them out like this is not the way to do business. I did not ask for the refund and they refunded my deposit that I want to know why. I lost my money playing with promotion deposit so that money is their, belongs to them why refunded back to me. All I can see is that they did not want to pay $780 of my winning and refunded the money I had deposit will made it somehow more legit on them and I would not have any reason to press on about my issue. Noticing this you can see that they weasel their scheme and tactic in a way that they can take players winning and not pay but not get in any clear risk for their reputation which is so not ok to do. I hope that I had answer your questions that you had asked me and I do enjoy seeing you tried to get some light on my issue with Planet7 and that is a great feeling to me and putting out just a little of my time to let you understand about Planet7 conduct is well worth it for me. Between me and Planet7 casino all they need is tell me the truth and be straight with me why put me on a game for guessing and unnecessary stress? That is not what I called entertain for I decided to play at Planet7 for entertaining purposed and that I had experiences distressed of negative emotion including rage and madness for a couple hundred dollars, And I play very carefully and maintain my balance to bring it up from $25 to $780 that is very rare to do and a long the way I chat to live support to find out that to verify that I am good with my winning and be able to cash all out and they confirmed me everything was good. They assure me that there are do not need to be worry with any requirement or rules that is bound with promotional bonus like play through... So I played my best with good faith and the feeling oh my gosh this casino is really honest to me and give me cashback to play and I won and willing to pay me for my cashout and all the sudden revoked me and I know for a certain I always follow all casino rules and did not break any rules at all time. So thank you for doing this and your work is impressive enough for me regardless of the outcome for me this is satisfaction that I am grateful.

Wally L ***

Could you please clarify how much was refunded to you? Was it €60? Thank you.

Thank you very much, Wally, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Wally.

I checked your story, and there might be a couple of reasons why the casino acted as they did.

I have a few theories, but because we don't know what happened with your account after you weren't able to log in, the best would be to invite a casino representative into the discussion. He can explain to us what exactly happened and bring some light into this case.

Yes if you are able to get a representative from Planet7 to our discussion would be so great. I been wanted to know why Planet7 did not be straight with me to provide a reason about banned me from the casino. They did not even informed me that I was banned to beginning with and let me struggle to log in and that I thought himy account was hacked. I respectfully ask them many times and finally I got an email that told me I was banned and This is not acceptable to do this to player and we are all adult here and when it's money involved transparency is everything. I don't need to come there to play since there are many others online casino around. But when it's come to fairness it's should be both ways. Thank you Mr. Novota for getting me a chance to shine some light on my issued with Planet7 casino and I am anxiously hope to see how this will end.

Hello Wally.

I talked about this case with a casino representative via Skype. The casino closed your account because you have a duplicate account in this casino. All your deposits were refunded. The casino sent us an evidence and there is no doubt that the another account is yours. Because this is a violation of casino terms, they voided your winnings and refund the deposits.

Sir I only have one name and been living at one address for 25 years. I o ly use my my hotmail account wally0176@hotmail.com to.registered for all online casino and this email account of mine is over 2 decade at least. Birthday with a unique full name and one address for over 25 years. I do not recall that I had 2 account for what I know for a fact I use my Hotmail for all my online gaming and my name p,us birthday and addresses will not allow to get duplicated account beside I follow all casino rules at all times since my winning can get jeopardize . also why did not they me about this multiple account to me directly and as simple as that. I do not use other alias because we all know about verification processs beside I took out many occasions speaking to support to ask questions regarding my winning cashout and prevent anything reason at all that will delay or reject a smooth cashout and they assure me that it look good and all of thr sudden they claimed I have multip,e account please ask them to provide some detsi,details for I started to play recently only and ask them why simple reason like that they unable to tell me straight and play games with me creating frustration and waste of time and not healthy rather than entertaining and thr winning is not much to even put me through all

of this craziness I don't remembered of opening multiply account if I do what is thr name and email registered since birthday and name and addressed is crucial, for verification process. thank you I don't care about I win or loose with this complaint doing this because of principle and would not want to see other players suffer when it is infact unnecessary and not at all close to entertaining purpose we seek to get . Thank you and I do appreciate your work to give players draw a line that speak out for their unfair by the casino.

Yes I undetstand that but I just hope that the casino are able to recognize the name and birthday and address in the event that it's matching or already register and provide an allows players to be aware that the email been registered before and allow them to retrieve their account with ease. The casino should have told me the issue instead of leaving me clueless desepite the facts I contacted them about my account status and winning several times but they claimed it's good standing and they put me through verification and even told me everything seem ok then lock me out of my account with no info or anything this is the part they are not conducting professional business practice because this is the least they can do on their part of which does not take much efforts and understanding from both side. Giving players no surprise and if players indeed did not remember that they had account from a year ago then clearly they did not want to cheat the casino and that's not hard to prevent duplicate account creation so it's no excuse for the casino to put me through all of this then took winning knowing I had won it fairly. The money is not my concern but the time and angry and trying to find out what is going on is not worth all the back and forth trouble wasting my time and also the casino time when I was very mad and wrote abusive email and chat to them also wasting their time as well. All these are unnecessary for either party.

I understand your feelings. What you are describing, how it should work, is probably the future of gambling. In the past, however, the idea was to make the registration as fast as possible and therefore it was possible to log in with only email and password or clicking on social media icon and fill the account details later. This created a security gap, which many abusers start using by creating a lot's of random accounts and trying to abuse free bonuses. The easy solution for casinos to cut off the expenses is to verify players only in case they won. Casinos need fewer staff, and it's very effective. The majority of the casinos works like this. Nowadays, the situation is changing, and many jurisdictions are creating a law where the verification is needed during registration. This is now possible because of technological advance and speedy internet network. But it takes some time (years) until this will be a world standard.

Only in strictly regulated markets, the situation is different (Sweden, UK, ...) where this check is done during registration.

So I am deeply sorry for your troubles, but based on what's happened, we believe that your complaint is unjustified.

Because Wally didn't respond, and we explained all above, we are closing this complaint as unjustified.