Complaint #2
Planet Casino
Non payment of withdrawal
8 years ago
I did not know I had an open account with Planet Casino until I very recently started receiving numerous named emails from news@promo.planetcasino.com. The emails were in my name, sent to my email address (which I have always held) promoting bonus's if I deposited on my account.
After receiving several emails I signed into the casino and made a deposit. I spoke to chat to remove the bonus I had received as I just wanted to play with my deposit.
I made several deposits and eventually I won 350 euro's which I withdrew less 20 euro handling fee.
I received an email a few days later to advise I would not receive my winning and my deposits would be refunded as the site being advised they did not accept UK players at this time.
As I was unable to respond to them via email I spoke to Daniel on chat who I was advised is a manager and requested that my winnings were paid as this was no fault of mine and I deposited purely as a result of the recent emails I had received. Daniel advised me this was not possible.
The site had invited me to play, they had at no time advised me that I could not use this site as I resided in the UK, I was able to make several deposits using my Visa card and at no time was I restricted from using the site.
I was allowed to make deposits and if I had lost my money then I would not have been refunded my loses as I was advised by the manager Daniel this only came to light after I made a withdrawal. This is very disturbing as had I not made the withdrawal I would have never known and I would have kept on depositing.
I have kept the emails I have received which can be supplied on request, Although I have been advised these emails are sent out across the board I have only been receiving these emails very recently?
I should not have been able to log into this account and deposits should not have been processed. I had not reason to check the validity of UK users for this site as I already had an account,(I did however check all my information had been entered correctly). I had started receiving promotions, I was able to log in and make deposits and no one on chat advised me I was unable to play.
I would like to request that Planet Casino pay me my winnings in full, it took a substantial amount of my time to accumulate my winning, this time could have been better spent had I not been allowed to play at Planet Casino.
After receiving several emails I signed into the casino and made a deposit. I spoke to chat to remove the bonus I had received as I just wanted to play with my deposit.
I made several deposits and eventually I won 350 euro's which I withdrew less 20 euro handling fee.
I received an email a few days later to advise I would not receive my winning and my deposits would be refunded as the site being advised they did not accept UK players at this time.
As I was unable to respond to them via email I spoke to Daniel on chat who I was advised is a manager and requested that my winnings were paid as this was no fault of mine and I deposited purely as a result of the recent emails I had received. Daniel advised me this was not possible.
The site had invited me to play, they had at no time advised me that I could not use this site as I resided in the UK, I was able to make several deposits using my Visa card and at no time was I restricted from using the site.
I was allowed to make deposits and if I had lost my money then I would not have been refunded my loses as I was advised by the manager Daniel this only came to light after I made a withdrawal. This is very disturbing as had I not made the withdrawal I would have never known and I would have kept on depositing.
I have kept the emails I have received which can be supplied on request, Although I have been advised these emails are sent out across the board I have only been receiving these emails very recently?
I should not have been able to log into this account and deposits should not have been processed. I had not reason to check the validity of UK users for this site as I already had an account,(I did however check all my information had been entered correctly). I had started receiving promotions, I was able to log in and make deposits and no one on chat advised me I was unable to play.
I would like to request that Planet Casino pay me my winnings in full, it took a substantial amount of my time to accumulate my winning, this time could have been better spent had I not been allowed to play at Planet Casino.
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