Complaint #21 Casino Planet

Confiscation of legitimate profits

By Haci A.

6 years ago

Hello dear AskGamblers.com team!
I am really happy that you are here and that you have the opportunity to be heard because you are not taken seriously as an individual and I am hoping to get help here because I haven't done anything wrong.
I registered at Casino Planet a while ago and made a deposit of € 60 on 2020-06-04 19:45:36 and claimed a 100% welcome bonus.
I successfully implemented this and then applied for a payment of 1000 € whereupon I was told that I have to verify my documents, which I did.
The verification took many days and after it was finally verified, after waiting for days, I was informed that I had violated the bonus services and thus the profit was taken away from me.
I am a really active player who plays a lot in different casinos ..
I have had one or the other bad experience in the past, so I'm extremely careful about new casinos and their bonus operations!
I prefer to read twice before I play and always write down the games that are not allowed so that I can see everything.
As far as the stakes are concerned, never more than 2 euros and only if I win otherwise I always play for 30 to 50 cents and every now and then for 1 euro if the credit is good.
Otherwise I'm a rather smaller gambler. Then of course I got in touch with the casino and unfortunately only got the same answers but never the answers to my question!
To the question In which game, which stake I have not received an answer to this day. They always send me the link to the bonus services that I know but which is not an answer to my question.
I was also sent my gameplay twice, which says nothing and where you can clearly see that I have not made any bets over 5 euros. First, I was sent my gameplay with real money stakes, which is not relevant because it took place after the bonus had been implemented, and 1 month later I was sent the gameplay of the bonus stakes.
I have attached all screenshots from the conversation and pdf files from the gameplay bet activity.
I can also send you emails if necessary, but it is always the same and nothing strong.
I really had no more hope but now that you have listed the casino I would be happy if you would take my case.

Thanks in advance for your time and thanks for the opportunity.

Best regards!

Disputed Casino Casino Planet

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casino Planet management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Haci88

• Austria • 4 reviews

6 years ago

I have correctly accepted the terms and conditions! But not that you take your money away from the players with the untruth. I was very well aware that you would write exactly something like this because unfortunately nothing else can be expected from you and, above all, no seriousness. I'm not someone who wants to harm anyone or anything but you just have to say how you deal with the players, especially when it comes to bonuses! In the case of injustice, the fun I hate nothing more than injustice because it is full of it on this earth, I am really sorry with people like you. Money greed what should I say ... The profit you stole from me I hope the karma brings balance. In my eyes you are really poor with the money of the customers to enrich yourself in an unfair way. It's enough for me that people read this case and think twice about registering with you. If you are so naughty since the players really sneaky to steal the honest winnings I will definitely not talk nicely and pronounce the thing as it is because it is the truth !!!!!!!!!!!!! I play a lot !!! And I always claim bonuse because I like it very much and I have never had such problems with bonuse as with you ... And to be honest, this pdf file would be a piece of cake to overwrite it. I know that I definitely haven't made a 15 euro bet. especially not with the game Ramses Book! With games like Book of Dead, I tend to be persuaded to have made a mistake because the settings are a bit different there and you can slip away from the lines, the coin value and the level, with Ramses Book, on the other hand, you only need 1 button use to change the stakes and definitely as a little player I don't jump from 1 euro stake to 15 euro and destroy my winnings and that really just before implementation ... When you get into the Ramses Book game, the stake is automatically € 0.10. And never in my life have I made more than 5 euros on the Ramses Book game, and that in the rarest of cases. If I had made a mistake and the casino would take away my winnings, I would be frustrated but would think it's my own fault and that would have been the deal for me. But when people rob other people so underhandedly with lies, there is so much pressure inside to somehow get some satisfaction out because you know the casino will stick with the lie. My satisfaction is that people read this and think twice about registering.
That you honestly pay the people their winnings cannot be expected, so this satisfaction is enough for me. You should be really ashamed to list such lies in order to get the players' money.
That's it for me because I don't want to waste my energy and nerves on such people anymore.
Thank goodness there are still reputable casinos where you can play without having to worry that your money will be stolen.

And I would like to express a big thank you to the AskGamblers team for the opportunity to describe my problem here and that there is the possibility to get help where you can be heard!
For this reason I will recommend your website everywhere and make sure that many gamblers hear about your side that everyone has the right to a complaint and to a fair deal from people who try to help.
Best regards.
✌

Casino Planet

• Representative

6 years ago

Hello HACI88,

thank you for your patience.

Please note that we checked your account and we can see that winnings have been confiscated due to a breach of our Terms and Conditions, specifically clause 10.

We can also see that gameplay has been correctly provided to yourself in order to clarify all the doubts, this was provided on the 10th of June 2020 a few days after your request, done on the 5th of June.

Regarding your request, we confirm that the checks we perform on our customer's account can take a bit longer than usual, anyway this process is part of our Terms and Conditions accepted by yourself upon registration.

We hope this clarifies everything, also we invite you to have a look at the Terms and Conditions, where you will be able to find all the information needed.

https://www.casinoplanet.com/en-eu/termsandconditions/generalbonus
https://www.casinoplanet.com/en-eu/termsandconditions

In the meantime please do not hesitate to contact us if you need any further information.

Regards,

Casino Planet Team

Haci88

• Austria • 4 reviews

6 years ago

Hello Casinoplanet.com team I know that I will lose in this case, I am aware that you are fighting with means that are not legal and fair! This 15 euro stake that I supposedly made shortly before implementation is a lie. Apart from the fact that I am definitely not that stupid to risk my winnings by doing 1x 15 euro spin, there is also the fact that this gameplay definitely does not correspond to the original. That you will deny it is already clear to me because you have been doing it the whole time. I would like to know from you why after you needed 1 week to verify my account you suddenly arrive with things like I have violated bonus services ??? why not immediately or after 1 2 days ?? Why only after 1 week? I would also like to know why you tell me where I made the mistake when I asked my gameplay to be sent where my real money stakes can be seen which had nothing to do with the bonus! So why the real money bets that weren't relevant? I have asked so often about the gameplay for the bonus money and I only got it after more than 3 months! Why 3 months ??? Why didn't you send it to me like the gameplay from the real money stakes on the same day ?! first the gameplay with real money stakes which was not relevant and then almost 4 months later the gameplay what it was actually about! Very dubious. If you insert the pdf files into a program you can see that it was edited over here !! For me this gameplay is not legal because it is not an original !!! I also realize that you will deny it is normal or ...... Hope for my HONEST profit that I won, I no longer have either. I am convinced that there are many other players to whom you have done the same but do not know that there are AskGamblers where you can complain, but I will make sure that everyone knows where to submit their complaint. It is important to me that the players think twice where they deposit their money so that there are no nasty surprises like me because everyone has the right to get a fair game. I would like to recommend you guys would be a criminal offense in my eyes. Without a bonus you can definitely play in your casino, but as soon as customers take advantage of bonuses, this is only too good for you as you can improve your winnings at the cost of the customers.

Casino Planet Complaint Stats

Resolved 46 / 48

Avg. Amount $3,075

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Casino Planet Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 42 out of 43 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Casino Planet Complaints

See all complaints for this casino

Still not paid Sept 2021

Have been owed £637.55 since September 2021. I was asked to supply various documents which were supplied. I mentioned I had a large and unexpected vet bill to cover and requested prompt payment. My account was then 'self excluded' by them for 6 months. They have not reopened it.
No further documents have been requested for some time. They have my bank details and paypal details to make the payment. Sometimes they tell me they are working on it. Sometimes my email goes to another department. Often I am just ignored. I just want to be paid. It has been so long :(

Unresolved

£638

Casino Planet - Delay with my withdrawal since September

There was previously an issue with this site around September of this year in relation to a bonus I had got on this site, from the bonus I managed to win around 840 pounds however they then stated after I tried to withdraw that the winnings were terminated due to breaching a condition.

A few weeks later I had gotten an email that I hadn't seen til recently due to country regulation changes, which states because of their fault for having the bonus buy on Starburst which shouldn't have been on their site for UK players they then stated I can now withdraw my winnings.

On the 19th of this month, I tried to withdraw my winnings and didn't let me so I contacted the site, they seemed to be helpful in responding and saying there was an issue with my bank card even though I deposited with the same card and further requested a bank statement and picture of my card for a different withdrawal method in order to withdraw the money and since I've sent it I haven't heard one thing back, and strongly feel like they are trying to delay my withdrawal and have barely had responses from this site.

I've never had any trouble with any other site in relation to gameplay or withdrawal and feel very strongly that they are trying hard not to give my money even after all the initial hassle that was caused in the first place. Now due to changes of this site I cannot log in also and find it very difficult to get a response.

Also due to not being able to log in I'm not able to check my username as I've forgotten it and have not used this site in ages but I use my email to log in always.

Unresolved

£840

Withholding second withdrawal of £80

On the 29/7 I made two withdrawals. The first one cleared within a day or so, the second is still sitting in pending,

I have been on chat numerous times and no one can give me much information other than its delayed, but the promises of it being released since Saturday has fallen flat. It's still sitting there in pending.

I'm raising this complaint as I feel as a company this is a common occurrence and no one really knows why.

Resolved

£80

Casino Planet delaying withdrawal

Hello, really hope you can help. I tried to withdraw £1,950 from Casino Planet on 21 April, they randomly put the money back in my account a few days later so I resubmitted withdrawal. I've not received it, they asked me to send bank statement to show it's not been received. A statement hadn't been produced on the timeframe they needed so I sent screenshots. They apologised and issued a refund on 3 May, I've still not had this. They have again asked for bank statement, I've again sent screenshot. They aren't sending me my money and have now self excluded me from their site so I can't login and webchat. I don't know what to do or where to go now, any help would be massively appreciated. Thank you

Resolved

£1,950

Waiting on a €1,050 payment since March

Hello, I am writing to you believing that you are the only organization that can solve the failed payment situation since 24.03.2022. I applied for payment on 24.03.2022, but I realized that I could not receive the payment within a week and contacted live support. They said that there was a confusion, they refunded the money to my game account and asked me to repeat the process. As a result, I repeated the process on 10.04.2022. After 15 days of waiting and not being able to see my money in my bank account, I applied for live support again. Again they said there was a mess and asked me to repeat the process. I repeated the process on 25.04.2022. I've been waiting for the money to be deposited in my bank account for exactly 12 days now, but I have no hope. They asked me for my bank statement many times, I sent it. They are not responding to my emails either. I am very sad and disappointed, please help me. The money I will receive is 1050 EUR and this is very important to me.

Resolved

€1,050

11000 withdrawal delay after delay

Very slow in processing withdrawals. I won 11000 over 2 and a half weeks ago. And they keep coming up with every excuse to delay my payment. I got told it would be processed over 4 payments due to only being able to withdraw 5500 per week. But still haven't received it. And after chat after chat and email after email. I'm still no further forward. And now they have self-excluded me from their casino with no valid reason.

When will I get my winnings ????

Resolved

$11,000

Withdrawal issues and even though fully verified, they delay

Hi,

I'll keep it short and sweet. £270 deposited. £100 withdraw - paid within 24hrs. £350 withdraw 27/3/22 - requested verification and still pending.

Account verified - 31/3/22. All documents requested were sent and approved. (Even had to print out some as don't accept digital signatures)

When asked on Live chat - "please wait up to 72hrs for processing withdrawal review, verification can take a little longer". Why was £100 paid under 24hrs? Why isn't my £350 been processed/paid?

Very poor customer service seems like automated messages.

Thanks in advance

Resolved

£350

Funds withheld since 17th of February

Can’t believe I hadn’t read the reviews before joining the site. I had deposited and withdrawn several times with no problems- until I won a larger sum- the withdrawal never came/ they then decided I needed verification (fair enough) which I gave- it was extensive, but after a couple of days of back and forth with different forms of id I was passed- a few days passed and still no funds in my account-

After speaking with live chat(the only people you can actually speak to, who are very friendly) they then informed me that I needed to have a phone call for final verification. I passed that early yesterday morning and still absolutely no word from the finance department regarding my withdrawals. This is an absolute joke/ I can’t believe how they are allowed to get away with this for so many people.

Resolved

£2,380

Not getting withdrawal or deposits

Good morning guys,

I deposited £1220 on 26.12.21 and withdrew £330. I got an error logging after trying to access my account on 09.01.22. to see where my withdrawal was. After getting through on live chat they are saying my account was self excluded as I was self excluded on a sister site on 21.12.21.(see attached screenshot)

Obviously a bit worried by this I've queried it. To my surprise they have now sent the withdrawals through(rather quickly may I add).

I feel like they have done this as it's considerably less than the deposits.

My complaint is that they should never have let me deposit in the first place as I should have never been allowed to open an account.

Worryingly I have tried to get this rectified before coming here and they have completely changed the goal posts saying I was self excluded on 28.12.21. Why have they changed their mind? Is it so they don't need to send back my deposits? My main concern is if my withdrawals were significantly higher than my deposits would they have honored them or would they have played the self exclusion on the 21.12.21 card.

I feel something unfair has happened here. I can attach all live chat correspondence if needed as I have them sent to my email.

Hope you can help AG.

Resolved

£1,220

Help needed with account verification

I won £550 and went to withdraw as usual as I had done with no issues twice beforehand. I was asked to provide I'd I have given nhs letters,bills, tenancy agreement front and back of my card in selfie format showing me. Also as I am disabled I cannot travel or drive I don't have a passport the only photo Id I own is my disabled bus pass that clearly shows my photo Id and name and they still will not accept this they keep saying they need a citizen card? I am 53 years of age I don't go outside due to my cancer and disabilities I don't drink alcohol so I have never needed to prove my age. Each chat I do I get different information and they won't accept I have no more evidence to give. And now they have excluded me without my permission and blocked me. They say it's due to a comment and saying I need this money for necessities. This I not the case but obviously when you win something of course if you don't receive it your gonna be annoyed. I have asked for them to return the money to my account so I can then withdraw it to my new card as I had to cancel the one on file due to a fraudulent transaction made and since I asked that they block my account. I have tried to ask them to help and I get nothing but told to wait and wait.

I simply need them to allow me to withdraw put my account back to access and reverse the withdrawal from my canceled card so I can then add my new one and get my money and once this happens I no longer wish to use the site again. If they needed I'd why not ask when I first joined or made two withdrawals with no issues it seems the more you win the less there willing to pay out my date of birth is < birth date removed> I have fought in the war and have the scars to show I should have to beg for my money

Rejected

£550