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Planet 7 Casino - Haven't paid me since Oct. 2017

RESOLVED
Posted on December 4, 2017.

I am really going to try to make this all brief. but I am soooooo angry. I won 1000 $ around april 2017. planet 7 took forever by denying me several times for several different reasons. by the time I proved who I was by jumping through several hoops over a bank card I told them was lost and got approval I had pushed my winnings from 1000 to 1300. The didn't send it several times and then when I logged on to check they reduced it to 235. they said because I used my winnings (free and clear of any bonuses) from winning on slots to playing my own won money on black jack, I am not allowed to keep my winnings. This is in the rules. It is unlawful for them to not let people know that they can steel your winnings if you switch games. if anything a warning should pop up telling you of this rule that most other casinos do not have. Anyway, I cant even get my 235. they keep telling me they are sending it and it never comes. I would like someone please to check out the 1300 dollars they fraudulently reduces down to 235 and then atleast please get my 235. I am not sure what I am to attach

Posted on December 8, 2017.

Hi Ruby--

While I'm sorry for the frustration and difficulties you've had with your withdrawal (which I've resolved for you and will tell you about in a moment), I'm stunned that you would say we 'fraudulently' reduced your withdrawal. There was nothing fraudulent with this, whatsoever.

You used a coupon (OVERTHEMOON) which was a No Play/No Max coupon. The terms for No Play/No Max are clear:

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.

---

The fact of the matter is that you played Blackjack, which SHOULD have voided all funds. We decided to do a good-faith gesture by allowing you to withdraw your earned funds up until the point where you began playing Blackjack. This is why the funds were removed--there was nothing underhanded or 'fraudulent' about this. This was a simple case of you not taking the time to understand the terms and conditions.

Regarding your withdrawal, I had this sent off to be processed a few days back. Your tracking has already come through and I see the payment is set to be delivered to you this morning, by 10:30.

All the best,

Tawni

AskGamblers
Posted on December 8, 2017.

Dear @rubyredloper,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on December 11, 2017.

Thank you Tawni. Planet 7 sent my check and as of right now it did deposit and hopefully will clear. You all are amazing. Thank You.

AskGamblers
Posted on December 11, 2017.

Dear @rubyredloper,

Since you confirmed the receipt of your check, AskGamblers Complaints Team consider the complaint as resolved and it is being officially closed now. Feel free to contact our team and request complaint's reopening in case the check does not clear as expected.

Thank you all for your cooperation.

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