I've deposited several times. I've won and got paid. I did not withdraw all my funds, so I started playing and won some more. This time my withdrawal was denied and the manager stole my money and balance was zero. Manager did not explain or give any reason.

Dear badboi80843,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Do I understand correctly that $500 (dispute value) has been confiscated?
• Did you accumulate your winnings 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 very much in advance for your reply.

Best regards,

Kristina

??

I did NOT use a bonus in between withdrawals, so the first withdrawal was good but the second for 340 was denied with no cause. But they gladly took my tournament monies and while they were at it, decided now my money was no good so they took it. Defies logic, in my opinion.

Thank you very much for your reply, badboi80843. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Those emails are the only communication.

Thank you very much, badboi80843, for your cooperation. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello badboi80843,

I have reviewed your case and I see that the casino has apparently confiscated your funds for playing live dealer games with an active bonus. I will contact the casino to see if I can help.

We would like to invite Planet 7 Casino to join the conversation and participate in the resolution of this complaint.

Dear Planet 7 Casino,

Can you please provide more information regarding the confiscation of the player's funds? Are the prohibited games accessible to the player when a bonus is active?

Kind regards,

Adam

The thing is, I did NOT play a game. I entered, but did not play.

Greetings all,

The requested withdrawal is currently being fully audited by the head of the approvals department, once I have further information available I will comment back here.

Best wishes,

Nick and Planet 7

Hello Nick and Planet 7,

Many thanks for the update, we will wait for further information from you.

Kind regards,

Adam

I did not get that explanation/reason. I got nothing except robbed. Not one word about my withdrawal OR about your manager taking my withdrawal. No reason.

Greetings all,

I got a response from our approvals manager as follows:

"Coupon 240NORXXXX(1 of 3), transaction 26899XXXX has been redeemed on the top of the deposit 86045XXXX on January, 31st, 01:35:31. This coupon does not allow Black Jack.

WD-request (26928XXXX) for USD 340 has been requested on February, 4th; 06:47:14.

Within this time frame have been played Real-series Video slots with total bets of USD 5478.51 and Black Jack with total bets of USD 920, 14.378 % of total bets, which is not allowed.

Non-allowed games are without a doubt ignored up to 5 %, in justified cases up to 10 %.

Client's deposit has not been reinstated, as USD 418 originating from the same deposit have been paid to the client via COINDRAW, transaction 269272XXX.

It is true, that through the Live dealer only two hands of Black Jack have been played.

However, this fact does not change the value of the bets having been placed and played on Black Jack, on a non-allowed game. Client's detailed list of Black Jack games having been played on February, 4th please find in the attached file."

The basics of the situation are above, you selected and redeemed a high value no playthrough deposit coupon which only allowed slots and keno and used it to play non-allowed games (including live dealer which is straight cash only) badboi80843 and thus your requested withdrawal was denied.

Hopefully this clarifies things.

Best wishes,

Nick and Planet 7

Hello Nick and Planet 7,

Many thanks for your response. Is there anything in place to prevent players from playing restricted games, or to warn them if they are about to do so? Also, you mentioned that the bonus is a 'no playthrough bonus", can you please explain what the conditions of the bonus are?

Kind regards,

Adam

I won and was paid out. When I won some more, they want to toss out some sabermetric figures and disqualify my winnings when they know that I won fair and square. Casino Guru was right in giving this casino a below average safety rating, and I just confirmed that rating. I'm glad all my friends could witness this before wasting their money here.

Greetings all,

The original withdrawal request was approved and paid as it fulfilled the terms and conditions of the casino, the remaining funds were used to play non-allowed games (including live dealer) thus the requested withdrawals stemming from these wins were declined per the terms and conditions of the casino and bonus in play at the time of the win.

1x playthrough is the minimum playthrough amount allowable by the casino system when constructing a bonus code, "no playthrough" bonuses carry this requirement and unfortunately unlock all games once this playthrough is complete. In order to allow withdrawal the funds must be converted to "cash" (this is a "no playthrough" bonus after all) and the mechanics of the software unfortunately make it impossible to lock non-allowed games once the playthrough is complete (all funds become technically "cash" in the eyes of the system). As there is no way to limit this it is the responsibility of the player to familiarize themselves with the associated terms they are playing under.

Without enforcing these rules it would be mathematically impossible for us to offer such incredibly generous bonuses while allowing play on relatively low-risk games such as blackjack. There is a pop-up that appears on coupon redemption showing the basic rules of the coupon and must be approved by the player to redeem.

Best wishes,

Nick and Planet 7

Thank you for explaining further Nick and Planet 7 Casino.

Dear badboi80843,

Can you please clarify if you were presented with the pop-up mentioned upon redeeming the bonus?

Kind regards,

Adam

Dear badboi80843,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.