Planet 7 Casino - Player's promotion payout is different than expected.

Do Not Use Planet 7! This casino is very deceptive and misleading with zero customer support.

Last weekend, they had a promotion where if you made 3 deposits as part of a package offer, you would get $500.00 cash. I made all three deposits and was awarded 500 comp points which turned about to be $5.00.

I emailed them on Monday about this and a btc where they shorted me and didn’t apply another bonus. They have no live support so it’s email only and you are asked to wait 72 hours for a response. I did not receive a response from the email I sent on Monday and another on Thursday.

Dear Miggy24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you received $5 instead of $500? Could you please post a link or promo code you used to activate the bonus? I would like to check the bonus T&Cs.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your assistance! I just sent you some screenshots regarding their misleading offer and my attempts to get their help.

Best,

Steve

Thank you for your reply, Miggy24. Could you please forward me the promotional email (not just a screenshot of it)?

Hello Kristina,

I just forwarded the two emails where the promotion was advertised and offered. You will see where it states "$500.00 in cash" and not "$500.00 in comp points." Makes no sense that anyone would spend $230.00 in total to play the offer only to get what works out to be $5.00 in comp points.

Also, I forwarded the emails I sent to their support team on 12/5 and 12/8. They promise a response within 72 hours but I never received one for either of them.

Thanks again for the help!

Hello Kristina,

Each of the emails I have sent today bounced back to me as undeliverable.

I received email with the promotion information I requested. Thank you very much, Miggy24, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Miggy24,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Planet 7 Casino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Miggy24,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Peter