Planet 7 Casino - Player’s winnings decreased after game freeze.

I won approximately 2500, but in order to withdraw the money, I had to play an additional 800 dollars. As soon as I played it, I could withdraw the rest, but suddenly my game froze, and when I checked, my balance was only 67 dollars. This is not fair. I don't think I will play there anymore, especially considering the fact that they take almost a year to pay out, and now they are also taking away what you win.

Dear allisongc1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Planet 7 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify when you won the amount, and when it was taken away? Is the discrepancy recorded in your transaction history or your gaming history?
• Was the bonus you played a deposit bonus or a no-deposit bonus?
• Have you contacted casino support and asked for an explanation? What was the casino's response?

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,

Tomas

Dear allisongc1976,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

If I informed him, it was without a deposit and they told me that I could only withdraw 100 and I told him that they took too much from me anyway and that the game crashed and they kept nothing... but thanks for answering

Do I understand correctly you won from a no deposit bonus, but your winnings were capped?

I checked the casino rules and I found this:

3.Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Was your balance reduced incorrectly?

Please, check your gaming history and let me know.

Yes, she told me that the only thing I could do was get 100, check the contract, yes, because it was the limit, but they took more from me. I only needed to play 800 to get 100 and they took it away from me. I was paying attention in the game to how much I was playing and how much I was playing. Suddenly the game crashed and they left me with $68 that I couldn't even get the 100

Could you please specify what the wagering requirement of the bonus was?

How much have you wagered already at the moment when the requirement you were informed to wager the additional $800?

Dear allisongc1976,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.