Planet 7 Casino - Player's winnings have been canceled.

On to 11 A little before 8 PM I won 7,231 and met the all the pay through amount! I was keeping a closely eye on the Pay through amount and when I hit zero I played a couple more spins on a slot machine! Them I contacted a customer service representative in a chat his name is Xavier Will because I couldn’t believe it was true true, winning all that! He reassured me that it was real! I asked him a few other questions like if I had to withdraw the whole amount, if I can withdraw a part of then still playing, or if I could keep playing! He told me YES that I could either withdraw all, part or/and I could keep playing! Sadly I never requested a transcript of conversation!

but after talking to Xavier I kept playing different casino games! I never thought about needing a transcript of the conversation so I don’t have one!

A little over two hours after talking to Xavier I made a withdrawal of a 100$ at 1059pm, and then I played more casino games! Then 6 ours after I talk to Xavier in or three hours after making a withdrawal and three hour after the first withdrawal i withdrew 2500 at 2/12 at 207am and 600$ At 2:12am! I kept a $100 balance and and if that time I had $3200 pending withdrawal!

Today (early morning 3am) I went to check the pending status of the withdrawal and it was gone amd planet was keeping my winnings! So I essage customer service representative to see what was going on and maybe it was approved and deposited but hadn’t hit my bank yet! The first guy told me no but I broke the rules by playing blackjack with bonus money, which was my money for winning was over six hours after winning amf speaking to Xavier. which is against the rules! A little over two hours after talking to a customer service representative I made a withdrawal at 10:59 after the withdrawal playing in the game of blackjack 6 hour after talk Xavier in over two hours after making a The last withdrawal!

Since I didn’t have a transcript transcript with Xavier but I have screenshots from the three or four people I talk to you tonight!

each representative I spoke to tonight gave me the runaround , do you want to share a phone number with me because the one on her page is wrong, I could causes there’s one on your website! And if I want anything to the ground wanted A transcript to go to the bottom click the button and I asked the representatives for a copy of the transcript on the 12 to 1 and ignored me and my questions what supervisor/team lead answered a bit ! She told me she would send me a transcript since about six hours later I’m still waiting for the email ! If Xavier didn’t lead me on a lie why can’t they send me a copy they all said it was on their side of the screen and they can see what was said!

im at a lost here I have no clue What my next step could be or should be. All I know is I feel like I was cheating and stole from after I was told this is a legit casino and the money was real! Why did that Xavier guy lie/what is lean on purpose what did I do to them! Can someone please help me with this I don’t know what to do or where to go that money was to be my bills and for me to keep her please Our bills & housing

Dear srrose126,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that the casino confiscated all of your winnings?

Additionally, please, forward any relevant communication between you and the casino so we can gather as much information as possible to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

I am getting it together now to send you all the screenshot I have, they are mostly of the last few agents I spoke with yesterday! And he is the first agents or customer service representative on the 11th around 830 stated I could continue to play , withdrawal part or all of my winnings.! He also stated that would be if it was done! Being naïve I assumed that meant all qualifications were mats and that’s why I was able to withdraw money but I was wrong!

Thank you very much srrose126 for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear srrose126,

I’m sorry to hear that your winnings have been confiscated. I’ve read through your complaint as well as the provided screenshots of your conversation with the casino’s customer support and I understand the situation. Unfortunately, you’ve chosen to play in a casino that runs on a platform that’s not particularly user-friendly.

As you might know, the bonus you claimed was so-called ‘sticky’ (most of the bonuses this casino offers are sticky). This means that the initial bonus amount is considered non-cashable (it is deducted upon withdrawal). Unfortunately, this also means that such bonuses are considered active even after the wagering requirements have been met. We’re aware of the issues this can generally cause which is why we warn players about this in our review of the casino.

That being said, I’ll contact the casino and see if I can help.

I would like to invite Planet 7 Casino to join this conversation.

Dear casino team,

Can you please provide a statement on srrose126’s case? What portion of the disputed winnings can be directly connected to funds won from play on a restricted game? You can forward the relevant game logs as well as any other relevant evidence to andrej.p@casino.guru.

Thanks Andre for your help, I do appreciate! I’m honestly not expecting a favorable reply from this casion! i’m very frustrated that I’m so ficking stupid, wasting my time and money gambling online with the house has all the advantage, the player gets screwed over! I seriously hope I’m not stupid enough to try gambling online again!

You call what happened here as me getting caught up in a sticky bonus, The bonus isn’t sticky is the casino and his employees! Why would their employee Xavier purposely and deliberately mislead lead me? Telling me I could keep all or keep part and I could keep building my balance! What he did was a bold face lie! So their sticky bonus is nothing more than a dirty scheme to steal from people! It makes me wonder how these so-called Legitimate casinos get away with it or the customers just as stupid as I am

Greetings all,

Your situation has been reviewed and is being discussed with the casino.guru team srrose126.

Best wishes,

Nick and Planet 7

Dear all,

As we’re currently waiting for the casino team to provide additional information, namely the relevant game log, we’re extending the timer by 7 days.

Dear All

I can understand the need of the game log to show the timing I won the money and the time I played the blackjack, I believe that I have a screenshot of that I can email it if needed! Would it be possible to get a copy of the transcript with Xavier, the customer service rep who misled me?

thanks

Scott

Andrej,

I don’t know your contact info and I don’t know is this is the right place to write you! I would like to say thank you for you help! Now it few days past the 7 days it seems like planet7 has yet to reply to your request. Today when I tried to log into my account it wouldn’t give me access!

Like I started when I contacted Casino Guru I wasn’t expecting a promising out come! By what I have been reading this casino has treated a lot of the customers this way, I guess I did my research to late. But planet7 (like others) keep getting away it, by changing owners, moving country’s and changing the website around just to steal and scam money out of people pocket!

One think I don’t understand and I don’t expect a reply but Casino Guru rated planet7, with a 7.5 rating and your members gave them a 0.9 ⭐️! You give them an average to above average rating and your members gave them one of the worst ratings one your page! How is that possible?

is it because Plant7 webpage looks good but is full of holes! First there is no phone number for customers to call, but on them webpage they show one! Second when reading the rules about bonuses it list a 3rd party that handles its complaints name/website but this 3 party doesn’t work with planet7! Again thanks I just wish the would see that this isn’t righ, money I won to some people like myself can be life changing I probably would of settled with any settled amount even if less then th 2500! But I guess scamming people is a loud on the online casino community!

thanks

Scott

Dear srrose126,

I apologize for the delayed reply. My e-mail address is andrej.p@casino.guru.

We’ve discussed the issue with the casino representative who provided us with evidence proving that essentially, all of your winnings originate from your play on Blackjack and Roulette, which were not allowed to be played while there were bonus funds in your balance. Unfortunately, this means that we consider the decision of the casino to be justified in your case. This being the case, there’s not much we can do and I’m forced to reject your complaint as ‘Unjustified’.

Please understand that casinos have the right to restrict certain games while playing with bonus money. This is because different games will have a different house edge. If the casino allowed players to use bonus funds on games with a small house edge, such as Blackjack, it would greatly increase the cost of the bonus for the casino.

For standard bonuses, rather than voiding winnings for play on restricted games, we recommend not counting the bets made on restricted games towards wagering requirements. This way bonus hunters can’t take the advantage of playing these games. For sticky bonuses, however, this wouldn’t help as the attached wagering requirements are often too low and the cost of the bonus is not reduced by the fact that players have to fulfill them, but rather by the fact that the initial bonus amount is deducted at the end. This way players can get a significant advantage by playing games with a very small house edge. If players had been allowed to do this, it wouldn’t be possible for the casino to offer these bonuses anymore.

We strongly believe that all casinos should enforce these rules by software so players are not able to play restricted games with an active bonus. Unfortunately, vast majority of casinos, including ones using the RTG software, do not have such a feature implemented. The industry standard is to just list the restricted games in the relevant Terms, which means it is the player’s responsibility to follow this policy. This is why we aren’t giving any major penalty for this at the moment.

We can ask the casino team to provide the transcript of the conversation, however, according to your previous comments, the casino representative (Xavier) only informed you that you could either withdraw all of your winnings, a part of your balance, and/or play the remaining amount. Please correct me if I’m wrong. As long as you haven’t been told that the rules of the bonus did not apply to your remaining balance, I’m afraid there’s nothing we can do in this regard either.

And lastly, in regards to your inquiry about our rating of the casino - I can assure you that our review is unbiased and all aspects have been taken into consideration when reviewing the casino. Since user reviews do not directly affect our rating of the casino, but multiple other objective factors do, such a difference between the two ratings is not impossible. I strongly recommend reading this article to learn more about our casino review and rating process.

Thank you again I can’t say 100% if Xavier told me or not if it would effect my winnings or not that’s why I was requesting the transcript! I know I asked him if needed to withdraw all my winning, part of my winnings to continue play the casino games if it would effect my winnings! Xavier never once said that continuing to play I need to still follow the rules of the bonus and never once said the bonus was still active till I withdraw all the winnings! That’s why I personally would like to see the conversation because every time I asked someone about it they changed or redirected the chat and focused on me and not Xavier misleading or miss informing me!

Also before the player meets the follow through requirements of the bonus games like black Jack and roulette are locked can can’t be opened or played! But after the player meets the follow through The games are unlocked and the player can play them!

Dear srrose126,

I understand your frustration, but unfortunately, if we assume that the casino’s customer support did not specifically tell you that the rules of the bonus no longer applied to your remaining balance at the time (and thus misled you), we consider the decision of the casino to be justified in this case.

The fact that restricted games were no longer locked after completing the playthrough requirement of the bonus, even though the bonus was still considered to be active is definitely not ideal, but given the circumstances, the fact that the bonus you claimed was sticky, and the fact that, although unintentionally, but you were able to gain an unfair advantage thanks to the violation of the Terms of the bonus, we decided not to penalize the casino for this situation.

Dear Nick,

Would it be possible to provide the transcript of the conversation srrose126 had with Xavier regarding his remaining balance after completing the playthrough requirement of the bonus?

Greetings all,

I reviewed all chats between you srrose126 and the casino and found that indeed you were informed that the deposit bonus amount would be removed and the funds you were playing had no maximum cashout but there was never a point where you were advised that you could continue playing with restricted games. I was pleased to find this as such a thing would have resulted in disciplinary action if not dismissal for the agent responsible. The good news on our end is you were provided with 100% accurate information.

There was never an "Xavier" you communicated with but there was a Xander to whom you provided some documents for account confirmation but nothing further. It was Caleb with whom you discussed the particulars of the win.

Here is your verbatim interaction:

"The deposit bonus amount is non-cashable. This means the amount you received as a deposit bonus will be deducted from your total withdrawal request.

 srrose126 2022-02-12 01:00:43

So how much did I win then

So how much did I win then Because I cannot believe the amount that I’m at right now that can’t be what I can cash out

2022-02-12 01:01:57Caleb

Your balance now in your account is $7,231.81

 srrose126 2022-02-12 01:02:19

Yes Is that what I want? Are you serious is this legit

Is that what I won? Are you serious is this legit

2022-02-12 01:02:39Caleb

That's what I'm seeing here on your account.

 srrose126 2022-02-12 01:02:54

When I request the funds can I keep a portion of it in and still playing

And how long does it take to receive the withdrawal

2022-02-12 01:04:14Caleb

Yes you can still play your balance there.

To receive your winnings you need to upload your payout bank information on our cashier.

Is there anything else I may help you with?"

A copy of all chat transcripts has been provided to the casino.guru team for review.

Best wishes,

Nick and Planet 7

Dear all

Everything I have reported was true to my knowledge and Proof was given! First I can’t say if the transcript it’s right or not because I don’t use the word "liget" the word I used was right! Also another part isn’t correct also when asking if this was "the amount I’m at" I clearly remember in that statement saying that this amount of the amount of winnings I’m at is life changing, since I’m homeless it was going o get me off the streets!

But I also do have 2 or 3 screen shots of my chat Xavier, arounf 1045 that even I won the money! I Believe I provided that screenshot with all my information the first time I contacted Casion Guru but if not I’m happy provide then to you along with all my transactions even where it says management withdraw requested 3/16 3:12 am then management withdraw approved 3/16 3:12 am!

thank you

scott

Thank you, Nick and Planet 7 Casino, for providing the transcripts.

Dear srrose126,

I’m sorry to hear about your situation, but after reading through the transcripts, I can only confirm Nick’s words. None of the statements made by the customer support agents would imply that your remaining balance at the time was no longer connected to the bonus, or that the rules of the bonus no longer applied to the funds.

If there’s any additional evidence you would like to share, feel free to upload it in this thread or forward it to andrej.p@casino.guru, however, considering all the facts, I’m afraid that there’s not much we can do and I’ll be forced to reject your complaint, as explained earlier.

In case you’re not satisfied with our decision and still believe that you were intentionally misled by the customer support agent(s), I can recommend contacting the casino’s official ADR, which is CDS.

Please let me know if you decide to do so and/or if our assistance is needed.

Thanks I ended up filing a complaint with the ADR last week when I found the full conversation I screenshot with Caleb and the few I have with Xavier Will the employe I chatted with that night!

i filed because of Nick calling me a liar but saying about not talking to their employe Xavier Will. Since I feel that you guys a guru casino are ok with this actions! Because You seem to be fine with them covering themselves if you read what I sent my conversation with Caleb is there! Strange enough the transcript Nike provided was accurate! If they won’t give you the transcript of Xavier Will and I maybe the ADR can get it and they also don’t seem bias!

thanks

Scott

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Jozef (jozef.k@casino.guru) 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 srrose126.

As Andrej has mentioned that according to the transcript: "None of the statements made by the customer support agents would imply that your remaining balance at the time was no longer connected to the bonus, or that the rules of the bonus no longer applied to the funds.", my opinion about this is the same. I am very sorry about the situation, but I am forced to reject your case. 

I am sure Nick did not want to express that you are a liar, and I am also sure that you are not one. But I do not think that they should be accountable for your issue since there is no clear evidence proving your claims.

I wish you luck with the ADR and if you have any questions feel free to contact me anytime. Additionally, we would highly appreciate it if you can inform us of any new information about the case.

Best regards, Jozef

jozef.k@casino.guru