Dear Garry,

Thank you for contacting Casino Guru and bringing this issue to our attention. Most casinos only let one player register and play (or withdraw winnings) from the same IP address, household, etc. If there are other accounts registered from the same IP address, it is mostly considered a multiple account case. Let me ask you a question. Have you and your wife both played from the same IP address?

Best regards,

Peter

Hi Peter, Thankyou for your response. Yes I play on the Desktop, and she plays from her laptop in another room. We have separate accounts and have the same IP address. We have always played the same way without any issues . The ID process is painstaking but we have both ID d successfully each year for 3 or 4 years now. They have all the copies of our cards, our licence , our utility bill etc. We even had to send them a signed letter from as we used a JOINT card . Everything was fine until she was asked by them to update her phone number with our bank. .. We live in the same house (Obviously ) but have always had individual account NEVER a multiple accounts all of a sudden.

Thanks again for your help

Regards Garry

Hi Garry,

Thank you for the response. We would like to ask the Planet 7 OZ Casino to reply to this complaint.

Thank you Peter. What should I do next?

 They will not answer any of my correspondance.

Regards Garry

Hi Garry,

Right now the best we can do is to wait. It may take a couple of days, but the person in charge of the casino's complaints is an experienced professional. I contacted him per Skype as well, so I believe he will come up with a solution soon. 

Greetings Garry, Peter,

According to the terms and conditions of the website only one account is allowed and coupons are only good for a single player. Since you both live in the same household and are prone to use the same coupons it is impossible to tell who is playing on who's account. In the eyes of the casino this constitutes a case of "multiple accounts" which is subject to account ban and forfeiture of winnings.

Under: General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

And: Rules

No Deposit Bonuses (Free Chips, Free Spins)

2.Each promotional offer is available only once per person, family, household address, email address, credit card number, and environments where computers are shared (university, fraternity, school, public library, workplace, etc.).

I know it's not what you wanted to hear but it is the information relevant to the current situation.

Best wishes,

Nick and Planet 7 Oz

I'm afraid that is just incorrect Nick and you know it You know we have both played with our SEPARATE accounts for several years now . Have a look at our Documents .I have proof that you have ALL our ID requirements on file and we update those each year as per your requests. You know that Judy is JUDESTARR   and you know  I am GABLETO. I , ME, GARRY MOGG won 9 times during January over $11000 fairly ( A couple which you paid ),  and you are making this up to get out of paying . My wife didnt even win anything. You threw her out the window with money in her account ( A lousy $100 ) as an excuse to close my account because I was finally winning . She was requested on Chat to update her phone number and card details which she after not playing for quite sometime. SHE updated her details as requested NOT Me. As soon as she did this, you said Gotcha !! In any case I won my money well before you made all this rubbish up. Where is my money..You know what you are accusing us is wrong.

I will be seeking legal advice on how to get my money. 

Kind Regards Garry ( I wont put Judys name here or you'll accuse us of Multiple Emails or some rubbish like that . )

Hey Garry,

You are quite correct that this should have been picked up YEARS ago. We've recently vastly improved our security screening process to detect and identify these sorts of situations. Just because it's previously gone undetected doesn't mean that it isn't a violation of our terms and conditions, it merely means it slipped through unnoticed. Our bad, certainly. However it doesn't change the facts at hand, it wasn't caught but now it has been and our security team has closed the accounts in question.

The terms and conditions and rules regarding bonuses are clear and transparent, it's up to the player to assure that they are in full compliance with those terms. To date you've been fortunate in that respect but calling sour grapes because we missed it then and caught it this time is like running the same red light every day and being indignant when you get pulled over for it. You may have gotten lucky but it was bound to happen eventually.

Best wishes,

Nick and Planet 7 Oz

What are you talking about?  Picked up for What?  Im telling you that we have Separate accounts .. She never wins and I do occasionally . How come WINNING is breaking the rules . How cpome you dont mind Taking our money, but when one wins you DONT want to pay. Have you looked at the 1000s  of bad reviews you get for NOT paying? You know we have both played with our SEPARATE accounts for several years now . Have a look at our Documents .I have proof that you have ALL our ID requirements on file and we update those each year as per your requests. You know that Judy is JUDESTARR   and you know  I am GABLETO.

Peter Please help me .. They have not responded.

regards Garry

Hi Garry and Nick,

Thank you for the replies. The question here is: how much did Garry and his wife deposit and lost over the last 4 years. It doesn't seem fair to be able to continuously lose money and when you hit a win, you will not get paid, right? How can this be fixed? Can at least the deposits be refunded since the players'accounts have been verified (and approved) before and the players kept playing in faith that everything is alright? 

Thanks Peter.

 (Should a Player wish to submit a complaint, they may use Central Dispute System (CDS). CDS is a 3rd party dispute system established by RTG to settle player disputes.)

 I have tried that as well. Can you help with that please ?

And further more can you ask Nick why All 10 or so of my Emails are simply IGNORED. No one will talk to me. What sort of business treats its customers in this fashion?

 I deposited regularly in January . The wins didnt come for free. During January, I deposited $3759.00

You take ALL my deposits in January totalling  $3759.00, with the knowledge that you are going to cancel our accounts very soon, because I was Winning in excess of $11000.00 ( You paid ONE $2460.00 )

So you won't pay my winnings owed ?  You have made a huge error in saying multiple accounts and you know it.

22 Jan WIN   $1620.00    22 Jan WIN  $672.00  23 Jan  WIN   $1507.00  23 Jan  WIN   $2490.00  24 Jan  WIN $1805.00  27 Jan WIN $1342.00

Total Owing to gableto (ME)   $9436.00

I made  21 Deposits in January which is my Hard-earned money expecting to have some fun and maybe a win or 2,

Not expecting to be robbed like this.  I want the deposits at the very least that you took from me , knowing that you were never going to Payout.

You also kept the money in my account which I have no idea how much that was. ( A couple of hundred dollars i suspect )  This MUST be unlawful, and if this isnt resolved soon , I have been advised to seek Legal action. The ACCC government body of Australia  is also investigating the Illegal practice of Planet7 OZ in Australia. I Demand that you Pay my winnings owed and I will cease this action

You don’t Pay! Why do I pay ?

Thanks Peter and Nick

Regards Garry

Deposit  Jan 20       $ 201.00

Deposit  Jan 20       $ 201.00

Deposit Jan 20        $ 201.00

Deposit Jan 20        $ 201.00

Deposit Jan 20        $ 201.00

Deposit  Jan 24       $ 59.00

Deposit  Jan 24       $ 59.00

Deposit Jan 24        $ 59.00

Deposit Jan 24        $ 59.00

Deposit Jan 24        $ 59.00

Deposit  Jan 24       $ 251.00

Deposit  Jan 24       $ 501.00

Deposit Jan 28        $ 100.00

Deposit Jan 28        $ 201.00

Deposit Jan 28        $ 201.00

Deposit  Jan 28       $ 201.00

Deposit  Jan 28       $ 201.00

Deposit Jan 29         $ 201.00

Deposit Jan 29         $ 201.00

Deposit Jan 29         $ 201.00

You also my wife

Deposit  Jan ?   $  30.00

Deposit  Jan ?   $ 100.00

Sorry Peter . The start of that response should have said  "  I have tried the Central Dispute System (CDS) but its a dead link "

Thankyou Garry

I would like to ask Nick to reply to this. Thank you.

Greetings Garry, Peter,

We are genuinely improving everything, we've made leaps and bounds in every department recently and security is no exception. While it may be true that the accounts were open for some time it really was only a matter of time before the rule in question was unearthed and the accounts were shut down. Both players in question have won and cashed out previously on a number of occasions, it wasn't the cashout itself but the new systems and protocols we have in place to catch these infractions that weren't there before.

The terms and conditions of the casino exist whether they are a known quantity to the player or not. It really is up to the player to know and understand those rules. As to fairness, single accounts per player/household and no multiple chip usage rules exists to keep the playing field level for all players. No player should have the opportunity to cash in multiple times on anything or it REALLY isn't fair to the other players in our system who know and abide by the rules. In a single household it is impossible to track who specifically is playing thus we eliminate any doubt my making in categorically "illegal" to do so.

The accounts in question are deactivated and any winnings are indeed forfeit according to the terms and conditions of the casino, it really would be unfair to every other player to do otherwise. Everyone has to follow the rules equally or the system doesn't work.

So, let me see that  Im hearing this right. Its not Okay to win at this casino over a technicality that you made up, however,it IS OK to STEAL my deposits first, request some winnings and then keep ALL my money. You CANT take my deposits first and then  throw that rubbish at me. You're acting like a spoilt brat where someone took your lollies. I was winning , you were losing.

to catch these infractions that weren't there before. What the heck is this? We played for fun , we never broke any SECURITY stuff. You make out that we are criminals , where you are the ILLEGAL operation.

Nick, you Did just completely ignore my last post like you do ALL my Emails?

I made  21 Deposits in January which is my Hard-earned money expecting to have some fun and maybe a win or 2,

Not expecting to be robbed like this.  I want the deposits at the very least that you took from me , knowing that you were never going to Payout.

You also kept the money in my account which I have no idea how much that was. ( A couple of hundred dollars i suspect )  This MUST be unlawful, and if this is'nt resolved soon , I have been advised to seek Legal action. The ACCC government body of Australia  is also investigating the Illegal practice of Planet7 OZ in Australia. I Demand that you Pay my winnings owed and I will cease this action

You don’t Pay! Why do I pay ?

I deposited regularly in January . The wins didnt come for free. During January, I deposited $3759.00

You take ALL my deposits in January totalling  $3759.00, with the knowledge that you are going to cancel our accounts very soon, because I was Winning in excess of $11000.00 ( You paid ONE $2460.00 )

And further more can you ask Nick why All 10 or so of my Emails are simply IGNORED. No one will talk to me. What sort of business treats its customers in this fashion?

Peter can you help please. This guy just doesnt get it

Thanks Peter and Nick

Regards Garry

Hi Garry, we are still discussing the issue, I will let you know what's new soon. 

Thankyou very much Peter.

Please Peter , I Need to know how much longer this will be as my Legal team are needing time frames on Legal action. Thanks again Garry

Hi Garry,

Sorry for the delay. We discussed your case a lot within our team. We believe there is some truth on both sides. You and your wife have been playing in the casino for a couple of years in good faith that everything was alright. You are obviously two different people and not a bonus hunter with multiple accounts. On the other hand, over the past few years, you hit some wins (almost $50000) and are ahead of the casino. I don't think I've ever seen any casino T&Cs that would allow players to register accounts and play from the same IP address or household. So I understand the casino's point of view as well. I think a compromise would be in place. I already proposed this to the casino rep and I'm still waiting for a reply. Let's give them time till the end of this week. After that, we will take the next steps.

Thank you Peter, and Hi. Hope you and Nick and all your staff and family are safe and well, at this horrible time. Thank you for understanding, and for the Update. Let's hope common sense prevails,

Kind regards Garry.

Hi Garry,

Finally, I have a reply for you. I encouraged the casino to offer you a compromise, but it was denied. Since you and your wife are obviously two separate casual players and played in the casino in good faith that you are not breaking any rules for years, we are convinced that you should get paid.

Nowadays, it is quite common for couples to create accounts and play in the same casino. Enforcing an anti-bonus hunting rule against casual players doesn’t seem right and we consider it to be in conflict with our fair gambling codex. Moreover, the casino had a lot of opportunities to discover the issue over the past few years, but didn’t.

I will close the case as unresolved which will affect the casino’s overall rating. I understand this isn't a satisfactory solution to your issue, but that’s all that can be done now. I really wish I could be of more help.

Best regards,
Peter