I play planet7oz and am a VIP3 I won a total of 39000 and have been denied the winnings and offers only $2500 when I request$25000 worth of withdrawals 

Here is the issue 

I had Been giving my weekly cashback amount and I didn't notice that they had credited my account I deposited money used the jackpotHunter bonus code and won a large amount 39000 to be honest 

They denied my withdrawal because of mixing they called it now I wasnt aware that the money had been credited to my account and the playthrough on there system had been played. 

I won't to know if there screwing me over cause I have the screenshots of the winnings the playthrough and all that. 

How and where do I stand 

Regards Daniel Thomason

Hello Daniel.

Thank you for submitting your complaint. We are very sorry to hear about your troubles. Unfortunately, this group is very strict with bonuses. So, if I understand it right, you won while you had two bonuses simultaneously? (cashback + jackpothunter) Am I right? What did they write to you?

Hello Daniel.

We have here casino representative Nick. He could check the issue more deeply. From what you wrote, it looks like the casino caused this mixed funds issue and it is not your fault. Nick please could you check this issue? Thanks

Greetings Matej, Daniel,

Hope you had a good holiday.

I reviewed the situation for you in depth Daniel, there is a positive and negative here and I hope you appreciate the positive.

You had a $0.00 balance when the weekly insurance of $97.59 was deposited into your account on the 3rd of December. Some time after that you logged into the casino and made a cash deposit of $39 on top using a deposit coupon and proceeded to play. Any time you have a playable balance and deposit another form of playable currency on top of that it is considered "mixing funds" (per section 13 of bonus rules: While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply.).  

As far as the withdrawals department and the rules of the casino are concerned that should be where the story ends. The maximum cashout on the weekly insurance would be the maximum cashout for all funds in your account making the maximum withdrawable amount on your win $195.18.

However it isn't the end: I can see by the fairly extensive interactions between yourself, VIP, and your host Tony that this was explained to you in depth at the time, your host went to bat for you as he promised you and delivered an exception approval for $2500 in light of your status as a valued player. Your host went the extra mile (kilometer if you will) and made sure you saw a piece of that win, it wasn't required in any sense but I know Tony and he takes your needs seriously. He got you the best possible outcome from an unfortunate situation.  

I'm a bit baffled however as you seemed to understand the situation and continued to deposit and play after removal of the funds and the final decision and approval, as well as being in contact with VIP and requesting/accepting every additional bonus available as recently as the 29th of December. Aside from this forum just by looking at your account one would think that all was well between yourself and the casino. The only clue I can find in all this is when you said to an agent (on a bank holiday) "if I don't receive the money today I'll..." no need to recite the rest but I think by the looks of things that's why we're really talking here.

This is the same as all of the other withdrawals you've had Daniel. Once it's paid out that's on the payment providers as well as your bank. The farthest we can take it is out of the casino.

Payment was released on the 19th of December on your behalf to our payment providers in the amount of $2480 after service fees. Those funds aren't instantaneously credited however and the recent bank holidays could serve to slow things down a bit as well, that said you should be receiving them shortly if you have not already.  

In my personal opinion all things considered it couldn't possibly have come out better. I genuinely hope you get those funds soon if you haven't already, and I also hope you didn't let the situation interfere with having a lovely Christmas and a happy New Year.  

Best wishes,

-Nick and Planet 7 Oz

Well nick I still haven't received the money you supposedly have sent and I was pretty much bullied to the decision to take the $2500 it was either that or get nothing 

So as a business you have not followed your own terms and conditions

 Please note my account says weekly promo insurance where in your terms and conditions is insurance stated 

As far as I can see there is no mention to insurance anywhere in your terms and conditions

Now you have weekly cashback in your terms and conditions 

But nowhere you state weekly insurance 

Now in the eye of the of corporate law cashback and insurance have 2 different meanings and you as a business should know this 

And please don't insult my intelligence telling me they are the same thing cause they are not when you look at corporate law

 I have put into the photos attached the meanings just so u understand

Now as you have violated your own business term and condition I request all the money be returned and payed to my account you have my details on file $26720 paid in full plus the full amount that was in account that wasn't requested to withdraw somewhere between $6000 to $8000 it was. 

I request you to send me all that money in full cause u have violated your own business terms and conditions 

This has to be sent within the next 6 hours from the time of. This reply. And whatever the full amount is I understand that the $2500 is minus the total so should be a payment of around $30000 to my account 

I want a receipt number and confirmation email of payment

Once I have received the $30000 you can close my account

Regards 

Daniel Thomason 

I want a proof of payment and copy emailed and receipt number

Hello Daniel.

From what Nick wrote and from your screenshot is it clear that you got the cashback (or insurance if you want) and later you made a deposit and took another bonus. Unfortunately, this led to mixing the funds and cause you all the trouble.  

Nick explained the situation, and we need to say that they were extremely kind, allowing you to withdraw at least a part of your big winnings.

I understand that in your situation it must be frustrating but please understand that by the casino rules you should get $195.18.

If you are thinking about playing with words, then you should consider into the matter also this rule:

In the event where a Player uses a promotional offer or coupon that he/she is not entitled to use, any and all winnings generated from that promotion are forfeited and the original deposit is returned to the Player.

Thinking about your cashback as on the insurance, which is not mentioned in T&Cs -> this rule may be used to void your winning anyway.

Our opinion is that the casino is very generous to offer you to take this $2500, despite your argumentation and playing with words.

Because Daniel didn't write to us anything new, we consider this case (based on all the posts) to be closed with status "rejected".