Royal Planet Casino - Player's free bonus has been cancelled.

I received an offer for $305 in free play from CasinoFreak.com if I registered as a new player with Royal Planet Casino. I followed the link and set up an account; however I did not see my new player bonus. I contacted customer support chat and spoke with Agent Malcom (I do have full transcript of chat as well). At which time he reviewed my account and informed me that he had provided my account with a $200 bonus at that time. I accepted and began to play. I was up to over $1,4000 on Golden Bars slot game when suddenly my entire bonus was erased and stated my time limit was up. I was never provided information regarding the time limit nor any conditional rules for accepting bonus. I was mislead with an offer for free sign up bonus then wasted my time and cellular data on a deceitful website. I truthfully and honestly opened an account with a company that is operating under misleading and fraudulent advertisements.

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If you have received a free bonus from a different website I strongly recommend contacting them and asking for help. Unfortunately, if you haven't completed bonus wagering in a specific timeframe, there's not much we can do for you. Additionally, please bear in mind that any free bonuses carry a much lower maximum cashout than the disputed amount is displayed in this case.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Chris,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

Additionally, I have adjusted the disputed amount from $1,400 to $100 based on the following rule:

"Free sign up bonuses

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."