The player from Italy has tried depositing money into his account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Planet 7 Casino - Player’s deposit has never been credited to his casino account.
Amount: €105.06
Planet 7 Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
On 08/05/2021 I tried several times to make a deposit, during these attempts a chat opened where it asked me to communicate the last digits of the card to manually try to solve the problem, then the intervening agent asked me to communicate the data of the two cards used including a Postepay and its secret code, informing me that it was not possible to make the payment. Shortly after I realized that 105.06 euros had been withdrawn from the card in favor of a shop located in Fall City as in the annex and nothing had been credited to the balance. The casino informed me of the failed attempts and that no payment had been received, at this point I deduced that the agent tried to steal the money from my card since it was the only one to whom I had communicated the data. Then I had to contact everyone, bank the shop that never answered me (there is a website of theirs) and finally I'm waiting for the money to be back in my full availability in 15 days otherwise I will be forced to report the incident (it seems that the money is remained in the circuit as without my authorization via mobile phone). In the meantime I had to block all the services of the same. The casino instead told me that it would carry out an internal investigation .. to date no communication has reached me ...
Automatic translation:
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2 years ago
Dear Nemokid,
Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please advise if it were your first attempt to deposit funds to this casino? If there’s any other relevant communication, please forward it along with a payment receipt, as I couldn’t open all the attachments to petronela.k@casino.guru.
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hi Petronela,
I managed to get back the sum illegitimately withheld by communicating with my bank. The fact is that on this casino the assistance provided is really to be avoided as some of them literally steal financial data with the illusion of helping you with the deposit and then having money stolen without the game account being reloaded! You contact them and no one can tell you anything !! The company that tried to withdraw this money is a shop located in America that sells products for the kitchen and more! They have a website but no one replies by email !! If 1 + 1 is 2, I guess the agent who "helped" me tried to buy something for himself with my card! But the casino is fully aware of all this ... why doesn't it do anything to avoid all this !? Fortunately, now with the new EU law, transactions are protected by very valid protocols otherwise I would have lost my money without being able to recover it! The sum remained in the circuit because it lacked my authorization via an application installed in the mobile phone.
Edited
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2 years ago
Thank you very much, Nemokid, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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2 years ago
Translation
My problem has certainly been solved, but the casino deserves some penalty points. Regards.
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2 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Nemokid, for your cooperation and confirmation, and please don’t hesitate to contact us 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
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