Planet 7 Casino - Player's winnings were confiscated.

I’m going to try to make this long story short I got a bonus I made a deposit I played through all of my Playthru now I’m up over $5000. I decide I’m going cash out and I did I cashed out 5000 and left the rest in there . heard anything. I decide I want to play that I know I’m not allowed to play that game due to the restrictions and requirements of the bonus. So then I think well let me find out because I’m done with my Playthru and that money is already been taken out of play because it’s in my withdrawals that are STILL pending . So I open up light chat and I say am I still bandit by the requirements of my bonus even though I’m done with that. Ahead after all the Playthru, which is rare.. so am I still buying it by these requirements after my place is finished I was told and I quote you are correct you’re not going to buy the Playthru requirements( i have screen shots ) so I go and I play my roulette and I go to bed I wake up this morning. All of my money is going the money. I was trying to withdraw the money that I had left in my account so I get on the phone course is busy busy busy so I had to go through life chat and I explain to them just like I explained to you and he told me that was because I play roulette so imagine my surprise to hear that when I was just told the night before that, I was not binded by my bonus, because I finish the Playthru . And the money is no longer in play. Well, I was told that’s the way it is and I have to deal with it. The moneys gone because I played roulette. It didn’t matter what anybody told me that’s the way it is and I have to deal with it and they had the audacity to try to give me $100 chip with 40x play through requirements to make up for what they done! 😳 you can probably imagine where I told them to shove that shit. Question to them was why would anybody intentionally play a game that wasn’t allowed? No when you have $5000 so you intentionally screwed up your money. Why would anybody do that so obviously I was under the impression that it was OK because one of THEIR employees said it was. And I was told there’s nothing I can do but they have to be something I can do that is the most unfair treatment and I told them Sell and I said I hope they shut your ass down for this. You can’t screw hard-working people over like this it was misleading and. .

Dear llbuxton89,

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 the casino confiscated your entire balance? Could you please clarify which bonus you played with? If possible, please post here a link or promo code to the bonus you activated.

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

OK I emailed you the information that you need it. Thank you so much.

I would like to know what person in the world would intentionally get on a game knowing It had previously been restricted due to a bonus and knowing they had a withdraw pending if they thought it would make the payment null n void ? Obviously, I I wouldn’t have so that leads to the conclusion that I was under the impression that I had no more ties to this bonus, since the money was no longer im play. And I was done with all my Playthru and restrictions.. I mean why would I intentionally lose my money?

Thank you very much, llbuxton89, 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 llbuxton89,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Planet 7 Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

I had the opportunity to review the situation and unfortunately my audit came to the same conclusion as the withdrawals department when the request for withdrawal was denied. All bonus coupons whether they are free chips or deposit bonuses come with rules, these rules are stated clearly in the terms of the coupon, the terms and conditions of the casino, and additionally in a pop-up message to the player on coupon redemption where the player is required to state that they understand the rules of the coupon.

In this case the deposit bonus redeemed was good for slots and keno only, as stated in the terms (and the pop-up reviewed and agreed to by the player) these rules are in place until after approval and cashout, only then do the funds become "cash." Since winnings from slots and keno were used to play and win on games not allowed by the rules of the bonus cash in play the requested withdrawals were denied per the terms and conditions.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Planet 7

Hi Nick,

I sent you some additional questions about the issue on Skype.

I’m going present this question again why would anybody intentionally play a game that would void their winnings? I was told that as soon as my money is out of play, as in done with the Playthru done with anything to do with the bonus, and the money is no longer in play that I was no longer obligated by these rules . I specifically ask that question to an agent which I sent pictures of so it makes no sense. Why would I intentionally play a game that would void my winnings I need to know the answer. I mean doesn’t sound a little fishy to you.

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.

Dear llbuxton89,

I've looked at all the evidence provided by the casino and I'm afraid I won't be able to help you with this one. Even though we find the bonus rules on this platform very complicated and user-unfriendly, the casino can't change them. After long discussions, we managed to find a compromise that would keep the players informed about the special conditions for the bonuses since they can't be changed. This information is presented in the form of a popup that you have encountered. Unfortunately, there were no alternative options available. If you are not sure about bonus rules, I strongly suggest reading the information in the pop-ups or alternatively contacting casino support and asking how it works. The main source of confusion lies in understanding when and how the bonus conditions come to an end. Players often mistakenly assume that the bonus wagering and other requirements are completed once they finish playing with the bonus, but in reality, these conditions still apply even after the bonus play appears to be over. In your case, roulette was played while the bonus was active even though I understand this wasn't your intention. I'm sorry but your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter