Planet 7 Casino - The player's winnings were voided.

I deposited with a bonus and completed my playthrough but I wanted to withdraw with bitcoin so I deposited another $80 in Bitcoin to make sure they had my info. I then ran my winnings up to 7000 and was cleared of playthrough but was denied saying I deposited while I still had a 30 balance and lost all winnings.

Hello oman2000,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Planet 7 Casino. Please allow me to ask you a few more question before we would move forward.

What is your current balance on your casino account? Can you access in any way your bonus history showing that it was wagered?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Am I not supposed to deposit after completing my bonus. The playthrough of my deposit bonus was completed and I added a deposit in Bitcoin so my info was available for withdrawal. I don't understand how I would have my funds voided either way. I would have been fine if you maxed out my winnings at a lesser amount but I'm basically being told that my deposit was just a donation because I never had a chance of winning anything.

. Instead of trying to cash out 7000 I played it down to a more reasonable amount in hopes of a compromise because I always liked the place and would like to continue to play here.

Dear oman2000,

If you requested a new withdrawal just a few days ago, it will probably take some time for it to be processed so I suppose we will just wait for it's status to be updated. Please let me know as soon as it changes.

After playing my winnings down to 2500 and submitting my withdrawal again it now says manager approved. I still have to wait 7-10 days until I receive anything according to the T&C and I will update the status but I will be happy with that outcome and will deposit again here.

Dear oman2000,

If it was approved, it's great news. Please let us know if it arrives at your account so we can know for sure that you've been paid out.

Dear oman2000,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

After looking at my account I noticed that the status of my withdrawal now had changed to manager approved. Apparently manager approved means that they approved not paying me for my winnings. I was told that I had cashed a $30 chip and just let the funds sit in my account for several months before adding two deposits on top of it which has never happened. I play on a daily basis and I never let credits sit stagnant. I either play them to nothing or I play to a point of cash out. But they obviously don't want to have loyal customers that play their regularly with tactics like that.

Dear oman2000,

In case it was approved, maybe just give it a little time. We always recommend to wait at least 14 days for the money to arrive. If it would not until the end of next week, we will try to intervene.

Regards,

Nick

I have already been told by mgmt that my withdrawal has been voided. I don't know why they decided not to just be honest and pay their wins. I probably would've deposited it back by now like I usually do.

Thank you oman2000 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

Thank you Nick. Every casino out there should thank you guys, because knowing you are there to help assure fair play gives people confidence to spend more.

Hello, oman2000,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

I would now like to invite a representative of Planet 7 Casino to join this conversation and take part in resolving this complaint.

Dear Planet 7 Casino Team, could you please specify the reason why the player's winnings were voided and explain to us in more detail this situation from your point of view?

Thank you in advance for providing the information.

Greetings all,

I have reviewed the case extensively and what we have here is a case of "mixing funds". It is critical that any time you are adding funds of any variety to your casino account you assure that your playable balance is as close to $0 as possible.

In this case there was a free chip playable balance of $30 in the casino account at the time of deposit, when the cash deposit was placed on top of it it automatically assumed the rules of the playable balance in the account.

Cash is king as we all know, so in order to give you a chance of winning again the deposit amounts were credited back to your casino account at the time that the withdrawal request was denied. This balance was then played down to zero as cash.

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

Best wishes,

Nick and Planet 7

Dear oman2000,

I was provided with a screenshot of your gaming history, supporting Nick's statement. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Nick and Planet 7, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru