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Planet 7 Casino - Refusal to pay $63768.28 jackpot


Complaint Info

Disputed casino

Planet 7 Casino
Tkg1951 Georgia(US) Message
Posted on May 16, 2014

First ,let me begin by asking if I should wait a few days to see what happens before filing this complaint. I need some advise.

I have attached a copy of the email that I sent to the acct mgr. I have only spoken with an assistant at this point.

This is what happened: I was given av$100.00 as comp for an error on their part. The chip has a 2x pay out and a 30x play through. I won over 3000.00 and then hit the progressive bonus of 62k +!!! They have Generously, lol, agreed to give me $2500.00 of my 63,773.28 winnings. If the bonus had been properly applied I would have covered the play through no problem. I have requested the $2500.00 and supplied their requested verifications and was advised by one of the acct mgrs to sit tight until I receive this payout.

I have a picture of my winning screen.

Can they afford the negative publicity this is going to create, I know they will never miss my little bit of business ,but do they expect me to go away quietly?

I would like to at least collect the 2500.00. Should I wait before filing a complaint? This happened Friday sept 14, 2012. I was leaving on vacation that afternoon and can not really get into this until I get home on Thursday. Please advise,!!

Dear Vip Manager:

I am requesting to withdraw the $63,763.28 Jackpot that I won on your Casino Site this morning. I was using a $100 chip that was given to me under the following circum­sta­nce­s: I made a deposit of a­ ­$10­0.0­0 early this morning. I used the Better bonus as per an email that I received, giving me a 200% bonus. The Casino credited me only 150%. I did not notice the error until after I got up this morning, the free Chip was compensation for being shorted on the bonus that I requested with my deposit. I have copied the body of the email concerning that bonus in this message as well as forwarded you a copy of the actual email with the proper headings. I understand the withdrawal rules on free chips and well as the play through rules. This should have been a bonus adjustment and not a free chip.

Attached please find Credit Card Verification Forms for all cards used on my account, a copy of a utility bill, a copy of my Florida Driver License and a copy of the front of all credit cards. I am requesting that you please examine my account and all coorespondence via Live Chat before making a decision on the withdrawability of this Jackpot. 

I have spent a great deal of money with your Casino.   Pl­ease, Please, Please $63,623.28 is a lot of money in my world and a whole lot of good publicity in your world.

I enjoy playing your Casino Site, I have won money fairly often but have never cashed any out. I always end of playing it back off. This is a different situation all together, a once in a lifetime event. I will call this afternoon when Willie gets into work. I ask that you let me contact you, please do not call my cell phone. I will be traveling all evening and will have not privacy to discuss this matter, at all.


Teresa Gilmore


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Posted on September 17, 2012

Dear Player:

We look into this and will get back to you shortly.


AceRevenue Team

Tkg1951 Georgia(US) Message
Posted on September 17, 2012

I sincerely appreciate you taking the time to research this. Thank you

Posted on September 21, 2012

Dear Player:

We checked your account. We were able to check your account with the Casino.

9/14/2012 1:47:29 AM You've made a $100 deposit

9/14/2012 1:49:17 AM You've redeemed coupon code BETTER which is a 150% Match Bonus

9/14/2012 1:53:43 AM After you started playing you've tried redeeming code 1vip210 which offerd 210% Match Bonus but since you were playing already system did not change the amount.

When your balance was zero a $100 Free Chip was credited on 9/14/2012 at 10:58:55 AM; and you hit a jackpot while playing with that Free Chip. Unfortunately Free Chips have a maximum cash-out.

Vip Manager offered you a $2500 maximum cash-out since you are a Vip player but that's the amount you will be paid.

Hope this clarifies the misunderstanding

AceRevenue Team

Tkg1951 Georgia(US) Message
Posted on September 21, 2012

I understand completely how the "Free Chip" works. A Random Jackpot hit on a free chip can not be that common of an occurrence. I would think that a Random Jackpot would fall outside the scope of a "Free Chip".

The Better Bonus that I was offered was 200%, it is in the body of the email that I submitted with my complaint.

Does this money that is sitting in my account, which I have played half of back off, become mine at any point? My play-through at this time has to be well over any requirement. What happens if I make a deposit. How do you determine what is mine?

Posted on September 24, 2012

Dear Tkgilmore

We will speak with the Vip Manager of Planet7 in regards to this.


AceRevenue Team

Tkg1951 Georgia(US) Message
Posted on September 25, 2012

Please close this complaint and list it as resolved. I have spoken with the VIP Mgr of the Casino and he was very professional, informative and helpfull. We have come to an agreement that benefited both parties. I very much appreciate you help with this matter.

Posted on September 26, 2012

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.

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