my withdrawal was approved then immediately after i was revoked from planet 7 oz and all sister casinos! i have com points and heaps of progresive future bonuses lost now, i want help to have my account reinstated.

shameful tactics used, ignorant support, i deposit quite often and wwithno explanation i get banned??ridiculous

Dear Ash,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.  We will contact the casino and ask for their cooperation to resolve this matter, but, before we do so, I would like to know if you successfully verified your account in the past.

I believe, we will be able to help you resolving this problem as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Yes I’ve verified, I’m a regular player and I deposit often

Thank you very much Ash for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ash.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Greetings Ash, Kristina, Jozef,

We comply strictly with responsible gaming practices Ash, you confided in one of our agents that you had a problem and we take such things very seriously. Your accounts within our group were suspended immediately to prevent any possibility of further harm to yourself.

I've read the interaction and it was harrowing, I genuinely feel for you and hope you seek the necessary treatment to improve your life. It was also explained to you at the time the action that was necessary, the decision was not made lightly and done exclusively for your own benefit.

The small light in this tunnel would be that in spite of account suspension the withdrawal process was still followed closely and payment of your winnings was released to our 3rd party payment providers on the 11th of May. You should be seeing that money in your bank account before too long.

I hope this is positive news for you and that you are taking the necessary steps to make a better life for yourself.

Sincerely,

Nick and Planet 7

this is completely out of context and my words are being twisted. Still doesn’t explain sudden closure. When I brought up that issue I was ignored and my account remained active until recently... I hate this, I just want to play!

And I have been given no proper explanation so that’s a lie, and any counter to any arguement I have presented has been ignored so I don’t accept this outcome at all

I asked for my withdrawal to be rushed as I have a tendency to play my winnings before withdrawing, the casino did nothing and I spent my winnings which caused me a great deal of frustration, that’s what my problem was, this is no means for my account to be revoked

Hello Ash.

I am very sorry to hear about the situation. The casino is obligated to lock your account as soon as possible when you mention anything related to gambling addiction. Have you mentioned anything about the gambling problem to the Planet7 OZ Casino support (or any of its sister casinos)?  

Hello there,

Dear Ash.

I am not sure if there is anything they can do, it always depends on the casino but usually if you mention any gambling problem, the casino is obligated to close your account literally "forever".

Dear Nick and Planet7.

Are there any options for Ash at your casino?

Dear Nick & Planet 7 OZ Casino team.

Are there any options for Ash at your casino? I am extending the timer by 7days.

Greeting Jozef, Ash,

I am certain there are other organizations that would turn a blind eye to such things however we aren't built like that. We provide entertainment services to responsible parties, it would be impossible in good faith to reinstate you Ash after such a heartfelt, candid, and very personal cry for help.

The funds in question have been released to your bank account and should have arrived by now, we certainly hope you use them for the betterment of your life in some sense. As an industry professional I would once again urge you to seek assistance, there is help available. You are not alone.

Best wises,

Nick and Planet 7

Hello there,

Dear Nick and Planet 7 OZ.

Thank you for your cooperation in this case.

Dear Ash.

I am very sorry to hear about your situation. Although I am not fully aware of your communication with the casino, I would like to recommend you to at least check our article about problem gambling symptoms(link below). 

http://www.kpvfaw.com/problem-gambling-diagnosis

I completely understand, it is hard to accept when we have a problem, the world is a dangerous place and we often do not realize that the activities we enjoy can also hurt us a lot.

Unfortunately, we are forced to reject the case, because we believe the casino behaviour was justified.

Please, let me know if you have any questions or require further assistance ([email protected]). 

Kind regards, Jozef

www.kpvfaw.com