Complaint #1168
Planet 7 Casino
Declined withdrawals, no reason given
8 years ago
I had two pending withdrawals - one for $1000, submitted on 1/28/18 and another for $2500, submitted on 1/31/18. I submitted all my authorization paperwork on 2/6/18. I noticed on 2/26/18 that both amounts had been returned to my account, with no explanation why. When I go to the withdrawal page, it shows that the entire amount is "withdrawable". I used bonuses on a few of the more recent deposits, but I played much more than the play through amount. I have also had several deposits that I didn't use bonuses on. Please help! Thank you.
Hi Julie--
Unfortunately, what I mentioned previously is accurate--you did play against the terms of the coupon you used. I'll explain...
You used a No Play/No Max coupon, which have very clear terms:
https://www.planet7casino.com/terms-conditions.php
No Play/ No Max bonuses
"Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bingo and Scratch Card games. All other casino games are prohibited and restricted. Playing a prohibited or restricted game while using a No Play No Max bonus will void any winnings generated during the use of a No Play, No Max bonus. These terms are valid and applicable even after the playthrough requirement has been met. All Deposit Bonuses for Slots and Keno with No Restrictions (No Playthrough and No Max Cash-Out) come with our software minimum of 1X Playthough (deposit + bonus amount) before the funds become withdrawable. Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request.
If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requirement has been fulfilled."
It's that second paragraph which is important--unfortunately, you played excluded games, even after completing playthrough, which violates the terms.
I've attached your play information.
I'm very sorry for the disappointment.
Tawni
Unfortunately, what I mentioned previously is accurate--you did play against the terms of the coupon you used. I'll explain...
You used a No Play/No Max coupon, which have very clear terms:
https://www.planet7casino.com/terms-conditions.php
No Play/ No Max bonuses
"Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bingo and Scratch Card games. All other casino games are prohibited and restricted. Playing a prohibited or restricted game while using a No Play No Max bonus will void any winnings generated during the use of a No Play, No Max bonus. These terms are valid and applicable even after the playthrough requirement has been met. All Deposit Bonuses for Slots and Keno with No Restrictions (No Playthrough and No Max Cash-Out) come with our software minimum of 1X Playthough (deposit + bonus amount) before the funds become withdrawable. Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request.
If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requirement has been fulfilled."
It's that second paragraph which is important--unfortunately, you played excluded games, even after completing playthrough, which violates the terms.
I've attached your play information.
I'm very sorry for the disappointment.
Tawni
Planet 7 Casino Complaint Stats
Resolved
1468 / 1543
Avg. Amount
$3,548
Avg. Complaint Duration
16 days
Avg. Response Time
3 days
Planet 7 Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 1415 out of 1487 complaints in this category have been resolved.
This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.
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