The player from Texas had lost access to his casino account after he requested a withdrawal of $155, which was supposedly being expedited. He possessed email proof of the withdrawal request and its expedited status. The player confirmed that his account had been verified. However, the casino stated that the player's withdrawal request had been denied due to insufficient funds to cover the non-cashable deposit coupon amount. The casino also claimed that the player's account had been suspended due to a connection with another flagged account. The player denied having another account. The casino didn't provide evidence of multiple accounts but clarified that the funds had been re-deposited into the player's account and played to zero by the player before the account closure. We had confirmed this from the provided evidence and rejected the complaint due to the lack of balance on the player's account at the time of making the complaint.
Planet 7 Casino - Player unable to access account after withdrawal request.
Amount: $155
Planet 7 Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
Yes I no longer can access my account after requesting a withdrawal of 155.00... last I know they where expediting my transfer and now I can't log in to my account... I have screen shots of emails verifying and then expediting my withdrawal..
Dear beercats0321,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Was your account successfully verified in the past?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Yes I was verified and through inclave login and them... All it was in the processing and then all of a sudden I couldn't login to my account. I was not informed for any reason couldn't access my account
- Could you please specify how many days ago was your withdrawal requested?
- If you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.
Thank you.
Thank you, beercats0321, for your email. Do I understand correctly that your winnings were accumulated from a redeemed coupon NOPLAYMOV? Was it a free bonus or it was tied to a deposit?
Yes it was tied to a deposit.. with a playthrough....
Thank you very much, beercats0321, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 in the near future.
Hello beercats0321,
My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Planet 7 Casino,
Could you possibly provide additional information regarding the player's withdrawal and his account and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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.
Greetings all,
I had the chance to review the situation and it appears the initial withdrawal request was denied as there was not enough requested funds to cover the non-cashable deposit coupon amount, the balance was deposited back into the player account giving opportunity to play the balance above the necessary amount for minimum withdrawal, it was requested for withdrawal once again by the player then the requested amount was cancelled by the player and played back into the casino.
The account itself has been suspended for connection with another account flagged by our security team, this is not related to the requested withdrawal.
I hope this clarifies things.
Best wishes,
Nick and Planet 7
I don't have another account I use inclave login.. so how is tht possible I want proof of this other as ccount
They never redeposited back cause nor had access to funds cuz they restricted my account.
Dear Nick and Planet 7 Casino,
Could you please provide us with the evidence of multiple accounts in this case?
Greetings all,
I perhaps need to reiterate that these two things are not connected, the funds were re-deposited into the player account and played to zero by the player. There were no outstanding funds, withdrawable, playable, or otherwise at the time of account closure.
Our security team closed the account afterwards for entirely different reasons, we are entitled to close customer accounts at our discretion per the terms and conditions of the casino and as there were no outstanding financial obligations and valid reason to do so the account was closed per standard procedure.
Hopefully this clarifies things.
Best wishes,
Nick and Planet 7
Dear beercats0321,
Could you comment on the fact that you played the requested amount to zero after it was re-deposited back into your account?
Dear beercats0321,
I had the chance to review evidence provided to me regarding your account, and I can confirm that there was no balance on your account at the time of making this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
