The player from Germany had their winnings cancelled without further explanation. Casino didn't respond.
Royal Planet Casino - Player’s balance has disappeared.
Black points: 90
Amount: €1,500
Royal Planet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.6
Royal Planet Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Casino Royal Planet!
I won around € 2000, immediately afterwards contacted the live chat and asked what amount I have to pay out.
The Agend confirmed a possible payout of € 2,339.00, which I can withdraw in stages with € 1,000.00 each, but this maximum twice a day!
With the nice profit in mind, I went to sleep first. As I was preparing the withdrawal this lunchtime, I contacted the live chat again.
This agent informed me that there was no credit in my player account, but I could make a deposit if I wanted to play 😳😳😳😳😳😳😳😳😳😳😳
Automatic translation:
Public
Public
3 years ago
Dear Dunjaja,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that your winnings have been cancelled? Have you received any explanation from the casino? Could you please advise if your winnings have been accumulated with or without an active bonus?
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
Public
Public
3 years ago
Translation
Hello and thanks for your support!
I had an active bonus that I was playing with. Won a large sum from several games and then turned to the live chat to find out how much money I can withdraw from it. 
You can understand the dialogue from the chat history. I would have had to make a deposit of € 25 in order to withdraw the amount.
After chatting, I went to sleep and when I got up I opened the chat again and asked whether it was possible to make the deposit with Paysafe. Then I got the following answer: 
Automatic translation:
Public
Public
3 years ago
Thank you very much, Dunjaja, for your reply. Do I understand correctly that you have accumulated your winnings from a No Deposit bonus and afterwards, you wanted to deposit funds into your account to verify the payment method and to be able to withdraw your profit?
Public
Public
3 years ago
Translation
Good Morning!
Exactly, you got that right!
Automatic translation:
Public
Public
3 years ago
Thank you, Dunjaja, for your reply. I have checked general bonus terms and conditions, and this is what I found https://www.royalplanetcasino.com/terms-conditions/:
"Cash-out of winnings generated with a free sign-up bonus are limited to a maximum of USD100 or the respective currency and after making at least one deposit in the Casino. The sum of the deposit must be wagered at least once (1X) in order to qualify for a withdrawal. A withdrawal cannot be approved unless a minimum wager of 1X the deposit is first met.
All free sign-up bonus promotions have wagering of bonus x99 unless otherwise specified on the promotion page."
Could you please confirm that you’ve completed wagering requirements and deposited funds into your account in order to be able to withdraw the maximum cash out of €100?
Public
Public
3 years ago
Translation
No, I can't confirm that! I have sent you the chat history, from which you can see that I had fulfilled the wagering requirement and that € 2,339.00 is available in my account and a payout of € 1,000.00 is possible, but only twice a day. The money stays in my account until I deposit the € 25! After I asked the next day whether paysafe is a deposit option, I was told that I didn't have any credit!
why does the first live chat write such information? And then is it gone? Impossible!
Automatic translation:
Public
Public
3 years ago
Thank you very much, Dunjaja, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance.
Please bear in mind that if you've accumulated your winnings from a No Deposit bonus solely, you will be entitled to a maximum cash out of €100 only. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hello Dunjaja,
I looked at your complaint and will do my best to help you. I would like to invite Royal Planet Casino into this conversation. Can you please specify what happened with player's balance?
Public
Public
3 years ago
We would like to ask the Royal Planet 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’.
Public
Public
3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
