Planet 7 Casino - Player’s winnings have been cancelled and account blocked.

I made my first deposit at Planet 7 casino for $250 that came with a bonus match. (250% with no rollovers and no wagers). I won over $8,000 and gambled $4,000 back. My balance was at $4,125 when I decided to cash out. I did everything they asked me. They sent me kyc's which I did and returned. I took an sent pictures front and back of my visa an id cards. The next day when I went to log into my account it would not let me log in. I sent them a message through the chat asking why, they said my account has been deleted due to suspicious activity. Which is BS because I have nothing to hide and they could not explain to me why. They took my money my deposit and my winnings and had enough nerve to message me with their last words saying "We really appreciate your loyalty, have fun and good luck. It Makes me sick they were good enough to take my money and could not even pay me what was rightfully mine. They obviously didn't want to pay me. The next day there were four attempts on my credit card to purchase something that I did not authorized thankfully my bank declined them. I have all documents and all proof. Can somebody please help me.

Dear Vectorwx3,

Thank you very much for submitting your complaint and for forwarding the relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise which exact bonus you have redeemed? Have you completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

Is this the only explanation of why your account has been blocked?

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,

Petronela

• Hello and thank you for your time Petronela.
• Yes that is the only explanation I have received and their final words.
• The bonus I used is in pic below: ONEDAYDEAL
• I only played slots there
• Yes I believe my account was verified
• 

I noticed that the bottom of website Planet 7 casino there is a dispute forum there should I fill that out as well?

Thank you very much, Vectorwx3, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. You don't need to file any additional complaint yet. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Vectorwx3,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Planet 7 Casino to join the conversation and to aid in the resolution of this complaint.

Dear Planet 7 Casino,

Can you please specify the reason for the closure of the player's account?

Greetings all,

In this particular case the deposit in question, the first and winning deposit was rejected on the player banking end thus rendering any subsequent win invalid. For security reasons if an initial deposit is rejected it is standard policy to permanently deactivate the account, this protocol was followed.

Supporting documentation has been submitted to the casino.guru team for confirmation.

Best wishes,

Nick and Planet 7

Thank you! Petronela for you professionalism.

Hi Adam, if needed I can provide bank statement that shows my deposit was made on 3/23/2022 for $238.59 with discovery card

Thanks.

Hello all,

Thank you for your responses.

Dear Vectorwx3,

Please do provide the bank statement by forwarding it to my email: adam.m@casino.guru

Hi, Adam, The bank statement for my discover card is not available yet. But I can send of screenshots from my phone to your email of Discover app showing the transaction. Would that be fine?

Hello Vectorwx3,

Please do send whatever you can.

Kind regards,

Adam

Hello Vectorwx3,

The casino has stated that they do not accept Discover Card as a payment method and that it has never been available. The deposit on your account shows as being made by a Visa for the amount of $250.

Could I ask you to comment on this please?

I contacted the my credit card ending in 3251, cuz I can't see it on my statement and neither can the bank. They said if they decline a purchase on their end it will be immediately not 1 hour, 2 hours , 3 hours or days after. Only way is if it was done on merchants end.

* They also have informed me that that my credit card is active and that they have not declined any of my purchases.

If my card was declined why did planet 7 make me go through the process of sending my kyc?

Hello Vectorwx3,

Thanks for the update, could I ask you to please send me any communication you have from your bank regarding this to my email: adam.m@casino.guru.

Communications with the bank were on the talked on phone. So I contacted the bank again to ask if they can send a letter. They said yes but take 14 days for me to receive it. When I asked about third-party payment provider pre-authorizing the transaction She said she unfamiliar with that and that somebody's playing with me. In the meantime I can still send my march bank statement to ur email.

Dear Vectorwx3,

To check I understand correctly, your bank has stated that the payment has been rejected by the casino, and not by them, and you have not yet received the deposit back in your account?

There is no payment recorded on my bank statement. After talking to the bank, it was clear that the transaction was never processed by the casino because the casino wanted to see if I won or not due to no wager/rollover bonus.

It's the only thing that makes sense. because banks don't lose transactions and they decline card immediately.

The bank is issuing a letter stating that they did not reject any payments for the month of March and that the transaction was not made. And that my card is active and has no problems with it.

Dear Vectorwx3,

Please forgive my delay in responding.

Have you received any further confirmation from your bank regarding the transaction?

We have discussed this case internally, and we are of the opinion that the casino has operated within its terms and conditions regarding the deposit (if the deposit has not been received, the winnings are void).

These terms are in place to protect the casino from fraudulent actions.

However, if it is determined that the deposit was rejected by the casino and not your bank, or was rejected through no fault of your own perhaps we could ask the casino to reconsider its position in this matter.

Im still waiting for letter from the bank, or maybe we can call on three way.

Hello Vectorwx3,

Have you received the information from the bank?

Bank said i should be receiving sometime this week. i

I decided to stop into the bank to see if they can give me proff that they did not decline transaction. They are asking me if you can send proof that the bank declined this transaction I believe they called it a letter head. because the bank has no record of that transaction.

Hello Vectorwx3,

I have asked the casino for more information, I will extend the timer while waiting for a response.

Dear Vectorwx3,

I have received further information from the casino showing the card payment was declined.

You stated that you were awaiting a letter from the bank showing that they did not reject any payments for the month of March,that the transaction was not made, and that your card is active and has no problems with it.

Did you receive this information?

Kind regards,

Adam

Yes I did receive the letter but the letter was like one sentence long, and not very specific, and kind of irrelevant to this situation. That's why I went to the bank in person. Thats when they asked me to get in contact with you an ask for the letter head. I tried many times to get a chat log from them even told them I was hard at hearing and they do not have anything like a chat log at Wells Fargo due to a privacy law or regulation they have.

Dear Vectorwx3,

Thank you for the update. As mentioned previously, we are of the opinion that the casino has operated within its terms and conditions regarding the deposit (if the deposit has not been received, the winnings are void).

These terms are in place to protect the casino from fraudulent actions.

The casino has also provided proof suggesting that the payment card was declined, and so I'm afraid there is nothing further we can do in this case. The complaint will now be rejected.

I am sorry I could not have been of more help.

Kind regards,

Adam