Planet 7 Casino - Unfairly voided winnings

RESOLVED
Roger Greene Barbados
posted on August 15, 2016.

I was playing in planet 7 casino when I first started I took a survey 20 coupon for a free $20 to play. I was told I had to play out the 20 before I could add more funds otherwise it would be considered mixing of funds which would void any winnings. I played out the 20 to zero then I added my own money via neteller, and never took any other bonuses from them. Over time I eventually won over $1000. I decided I was going to withdraw $1000 . I submitted all required documents and waited. After about 2 weeks or so I happened to log in only to see my balance at zero. I immediately contacted customer support. They told me I had mixed funds making my winnings void. I asked for explanation and was I told I had deposited money on my account from my player rewards card when my winnings were at $600 . I said what has that to do with anything. I didn't start playing with any bonuses from casino which means I was under any bonus terms. Also if it was a problem for me to use my player rewards card to add additional funds during play why wasn't I told anything when I did it. I continued to win to about just over $1200
It's only when I tried to withdraw that they tried to find a way to deprive me of my winnings. And they Service agents were rude and refused give or show me proof that what they are saying is a rule of some sort. I read all their rules and all my player rewards card rules and they aren't any rules to support what they are claiming that using player rewards card to add money is a problem. I emailed them as well and they took long to respond and when they did they told me about reading my rules. But still no dialogue to explain or show proof of what they are claiming.
They have no problem taking money from people to play but they don't seem to want to payout when people win. They just use tactics to frustrate people in hopes they will forget about it and move on. But I want some clarity and resolve to this dispute.
It's totally unfair.

AskGamblers
posted on August 20, 2016.

Dear @fujin41,

Please let us know if there's some update on your issue.

posted on August 24, 2016.

PLANET 7 CASINO
POSTED ON AUGUST 15, 2016.
Hi Roger--

I'm very sorry for what you've experienced with this.

I'm not in the office right now, but I will make it a priority to look into this issue once I return to the office tomorrow (Wednesday).

I'll update this thread as soon as I have information.

All the best,

Tawni

Roger Greene Barbados
posted on August 25, 2016.

To-date my issue has not been resolved.

posted on August 27, 2016.

Hi Roger--

I apologize for the delay with this. This was a bit tricky, but I wanted to do whatever possible to get you a fair resolution with this...

The information you received was accurate. Throughout your play, you were mixing funds: You made a deposit, using a coupon for free spins. While playing on this same balance, you converted your bonus balance twice and then used your $50 Players Reward Card (PRC). You continued playing, redeeming more bonus balances and coupons for free spins. This is all considered 'mixing funds.'

With this in mind, I've spoken with our Finance Manager and it has been decided that we will go ahead and pay two parts of your withdrawal--$639, which was the actual build-up, based upon your cash deposit (we're removing bonuses from this) and we are also paying the max payout on your PRC. The maximum payout on the PRC is 2x the amount of the PRC deposit, so this would be $100.

Cutting to the chase, we will honor $739 of the claim.

In order to finalize this, we will need for you to confirm your Neteller details. I've sent you a PM with the email address that you'll need to send that information to.

I hope you'll see this as a fair resolution,

Tawni

Roger Greene Barbados
posted on August 27, 2016.

I accept your resolution. I have sent my neteller details.
Thank you Tawni.
I will await the agreed upon payout.

posted on August 29, 2016.

Hi Roger--

We've received your details and the payment has been sent to your Neteller account.

I'm very happy we were able to resolve this for you. ;-)

All the best,

Tawni

Roger Greene Barbados
posted on August 29, 2016.

Thank you Tawni. The issue has been resolved. It's been a pleasure dealing with you on this case.
Also thank you askgamblers for helping me with my situation. I give you and Tawni 5stars . Thank you!

AskGamblers
posted on August 29, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.