Planet 7 Casino - Player's VIP status has been changed.

Because I have won some at this group of casinos, now my acct has been stripped of account status, benefits such as use of bonus codes, although I’m still getting emails daily from each of them, any cashback or benefit and I asked 2 people in chat, one person just went away altogether and wouldn’t answer, the other person said at first it was a computer automated feature they were looking at getting fixed in the near future but then stated later in the chat that I was basically beating the casino so they took away my privileges. How is this fair? I didn’t do anything wrong. Don’t they run the risk of losing money just like I do when they enter this business? I’m getting punished for having a few winnings, all of which have not been paid out!! I think this is wrong. If we have to follow their T&C then they should have to do the same!

I want my winnings from the other casinos and not another dime from me will they get but this is wrong! I have the chat screen messages too.

Dear Ehop1009,

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 situation properly.

Could you please specify how long exactly have you been playing in these casinos? Have you passed the KYC verification? Do I understand correctly that you have not withdrawn anything from any of these casinos yet?

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

Veronika

I’ve been playing for a few months. I still have 2 pending $100 withdrawals I’m waiting for. I just received a $100 payout last week but now I can’t use any advertised or emailed bonus and my vip status is gone.

Thank you very much for the information. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.

Best regards

Veronika

We’ve reopened this complaint at the request of Ehop1009. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Ehop1009, please let me know what the current status of your withdrawal request is. When exactly have you requested your winnings to be withdrawn?

It’s been over 2 weeks ago

What is the current status of your withdrawal requests? Do you see both of them as processed or are they still pending?

They are just sitting there. And I can’t ask about them because I can’t ever get anyone on chat.

Thank you very much, Ehop1009, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Ehop1009 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Planet 7 Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

I have reviewed the situation and I'll see what can be done to assist with payout. It may be good to confirm Bitcoin address in this situation as it has not been updated in some time.

Best wishes,

Nick and Planet 7

You want me to do it here?

Greetings Ehop1009,

Thanks for that, I've updated your account to reflect the change. Hopefully we see some movement shortly.

Best wishes,

Nick and Planet 7

Hopefully? You don’t know?

Greetings Ehop1009,

As an industry professional of many years I don't make promises unless it is something I am personally responsible for accomplishing entirely on my own, I work in conjunction with many various departments to resolve your issues whatever they may be. I am generally quite effective in expediting the necessary outcome but the only guarantee I provide is that I will do my best to assist.

That said, I can confirm that all outstanding funds have been paid in full and are marked complete in Blockchain Explorer.

Best wishes,

Nick and Planet 7

Dear Nick, Thank you very much for the update. We will keep this complaint open until Ehop1009 confirms their withdrawal has been successful. Please keep me informed about any further developments.

Yes they were got them. Thank you.

Dear Ehop1009,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter