Planet23 locked my account and don't pay

UNRESOLVED
posted on May 21, 2010.

A little over a month ago I won a large amount of money at Planet23 casino. I requested withdrawals of €2000, which were paid. I requested further withdrawals a week later, but these have not been paid. About two weeks ago, when I tried to log in to my account, I got a pop-up saying my account had been locked, and to contact support. I have sent several emails to support, but none of these have been answered. I have also used live chat, but they have no idea why my account is locked, or why I have not been paid.

My balance at this casino, including pending withdrawals, is about €9000.

posted on May 23, 2010.

First of all I would like to thank the forum for their assistance.



The player's account is under investigation after being blacklisted in partner casinos. The player won and received 18K USD prior to the account being suspended. The money was paid in full within less than 5 days.



Once we have our final conclusions, we will contact the player in person and notify him how we can proceed. Just for general information, the player deposited much less than his winnings, so there are no held deposits.



Jenny Nolan

Planet23 Casino Host

In the name of Planet23 casino

posted on May 30, 2010.

In regards to the above post, The player's account is under inspection due to possible bonus abuse, which violates the T&C of the casino. The player was notified about the situation and will be contacted as soon as we have final answers. We would like to state that the inspection is done together with the network in order to receive full information of the player's activity's on other casinos on the network.



Planet23 would also like to state that the player has won $18,000 in the previous round which were paid within less than a week without any delays. The player has no seized deposits and already received his deposits and previous winnings.



We would like to state that Planet23 has no payments issues with players and we are doing everything we can in order to assure players receive their payments on time with no hassle.



We wish to thank the forum again for their kind assistance.



Jenny Nolan, Planet23 Casino Host, In the name of the casino.

posted on June 2, 2010.

I just wanted to say that I have not received any emails about this investigation directly from Planet23. All I know about this situation is thanks to AskGamblers.



There is a lot of things I could say in response to the replies from Jenny at Planet23, but I will let them conclude their investigation and give them a chance to reach the correct decision first. I will just say that I have not done anything wrong or violated any terms and conditions, and an honest investigation will show that.

posted on June 22, 2010.

Hi,


I did finally receive an email last week from Jenny Nolan which basically said they are still investigating my play at other "casinos on the network" (I assume they mean other Rival casinos), and that they are waiting for answers from other casinos. So nothing really new. I think the fact that they have been investigating for 6-7 weeks speaks for itself.

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