Planet 7 Casino - Player's winnings were denied.

I am familiar with the terms and conditions and I did everything right.

I don't take deposit bonuses. I deposit cash and play with cash because i like to play the tournaments and some cost money. I deposited $30.00 on 6/8/23 and while playing, I hit a jackpot for over $2000.00. Funny cause I always thought they were a myth, but I really hit one. With those funds I played various games including some tournaments. I decided to cash some out before I lose it. I requested a withdrawal on 6/13/23 of $1000.00. None of that was winnings from tournaments it was all legit. They requested documents from me and I provided. License and payment cards and utility bill. I waited and

waited. I received an email from Calvin who requested my utility bill on 6/27/23. I provided and he said everything looks good. I contacted live chat on 6/29/23 and was told my withdrawal was denied. I was on chat for about an hour while they tried to come up with some excuse not to pay me. Finally they said I mixed funds. I don't know what that means but how can you help it and I didn't read that in the terms. Anyway, I requested my $1000.00 back and they said no I lost that money for mixing funds

Dear robmcelwain,

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. Did the casino explain what exactly you did that led to mixing funds?

Could you 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

Dear robmcelwain,

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.