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Slot Planet Casino - Unfair Winnings Confiscation, Declined Deposit Refund

RESOLVED
Complaint Info
Disputed casino Slot Planet Casino
Reason Double charge/Refund
Posted on July 17, 2018

Slotplanet, who are powered by White Hat Gaming, are trying to confiscate the winnings I made using a cash deposit for a bonus. I was emailed by them to say I was no longer eligible for bonuses on my account or any of their brands, however when I signed up to Slotplanet I was not notified of this and I was repeatedly emailed bonus offers to the email address above. When I eventually deposited for an offer, the bonus was credited.

I proceeded to play on the slots using only my cash balance, and managed to win around £737 - and as this was won using cash funds I was able to withdraw this money immediately and forfeit the bonus.

Around 2 weeks after this i received an email about confiscation of winnings, as apparently my account was not eligible to receive or use bonuses, and that therefore the funds were to be confiscated. However my argument here is that I should receive these winnings because firstly, I did not actually use any bonus funds, I only accepted the offer on deposit, the actual bonus amount had not been touched - if it had been used I would not have been able to submit a withdrawal. Lastly, why was I able to sign up and receive a bonus if my account was blocked, and why was I repeatedly emailed bonus offers for several months after signing up?

In addition to all of this, they even confiscated my deposit cash which I believe is illegal in these circumstances. Some help to mediate here would be much appreciated.

Posted on July 20, 2018

Hi roselinaaa,

I think there has been some confusuion here. The Fraud team have emailed you requesting documents in order to get yor account KYC verified, upon receipt and acceptance of documents i have been informed you will get paid out. Please can you send in your documents and then you can withdraw your funds.

Regards,

Alistair

Posted on July 20, 2018

Hi Alistair

I submitted my documents to accoun­[email protected]­slo­tpl­ane­t.com on July 12th @ 15:21 and I have only had response to say the claim is now being dealt with, and i have heard nothing more.

Posted on July 23, 2018

Hi roselinaaa,

I caa confirm the withdrawal of the full amount has been sent for processing. You will receieve it within the next 3 to 5 business days. Apologies for the whole experienece.

Regards,

Alistair

Posted on July 24, 2018

Hi, received confirmation of withdrawal from the casino.

Thanks for your help!

AskGamblers
Posted on July 24, 2018

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.

Slot Planet Casino Complaints

  • 8 of 8 resolved
  • 1 day avg response
  • 4 days avg complaint life
  • 1,139 USD avg amount

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