Planet 7 Casino - El retiro del jugador ha sido cancelado.

Hello, I would like to point out that I have played with the MY50FREE coupon, I manage to meet the bonus requirements and about $ 70 is credited to my account. I go on playing and I am able to accumulate $ 1000.54. At this point I request to withdraw 1000 dollars but at this point after about 7 days of waiting at the request of a manager, so it is written on the operation of which I have a screenshot the withdrawal is denied and the entire amount canceled, puff disappeared.

I ask for an explanation from the online chat where the young lady tells me to wait a few moments for a check and then they block the live chat and tell me that I can only contact them by e-mail to which obviously I do not answer. I have with me a screen of the operations so that you can verify better. In any case, I am relieved not to have made any deposit of this casino but in any case they are not behavioral rules, an explanation would have been enough but obviously there is no such thing on their part.

Buongiorno, faccio presente di aver giocato con il coupon MY50FREE, arrivo a soddisfare i requisiti bonus e mi vengono accreditati sul conto 70 dollari circa. Vado avanti a giocare e arrivo ad accumulare 1000,54 dollari. A questo punto richiedo di prelevare 1000 dollari ma a questo punto dopo circa 7 giorni di attesa su richiesta di un manager , così è scritto sull’operazione di cui ho uno screenshot viene negato il prelievo e cancellato l’intero importo, puff sparito.

chiedo spiegazione alla chat on Line ove la signorina mi dice di aspettare qualche momento per un controllo e poi mi bloccano la live chat e mi dicono che posso contattarli solo tramite e.mail a cui ovviamente non rispondo. Ho con me uno screen delle operazioni in maniera tale che possiate verificare meglio. Ad ogni modo mi solleva non aver fatto nessun deposito di questo casinó ma comunque non sono regole comportamentali, sarebbe bastata una spiegazione ma evidentemente non esiste da parte loro.

Dear Mirko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any other promotional offers from this casino in the past?

Additionally, I have corrected the disputed amount since the maximum cash out from a $50 Free Chip would be capped at $100.

https://www.planet7casino.com/terms-conditions.php

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, of course I have withdrawn 1000 but the max cash out was 100 dollars and in fact I contest the amount exclusively for the amount of 100 dollars equal to about 84 euros. They should have credited me with the amount anyway, canceling the other winnings ... however if you see the screenshot they had already deducted $ 930 from the free chips and therefore the requirements reached. After that, continuing to play, I got to $ 1000.54. Credits me 84 euros and peace made but, believe me, it is not the way to deal with the customer an explanation would have been enough but from here we can see the lack of professionalism bordering on the scam the way they put you in front of the fait accompli.

I hadn't requested any other coupon other than that.

Good day

Buongiorno Petronela, certo io ho prelevato 1000 ma il max cash out era di 100 dollari e infatti io contesto l’importo esclusivamente l’importo di 100 dollari pari a circa 84 euro. Avrebbero dovuto accreditarmi comunque l’importo cancellando le altre vincite… ad ogni modo se lei vede lo screenshot mi avevano comunque già detratto 930 dollari dalle chips gratuite e quindi i requisiti raggiunti. Dopodiché continuando a giocare sono arrivato a 1000,54 dollari. Mi accreditino 84 euro e pace fatta ma, mi creda, non è il modo di porsi con il cliente una spiegazione sarebbe stata sufficiente ma da qui si evince scarsa professionalità ai limiti del truffaldino il modo in cui ti mettono di fronte al fatto compiuto.

non avevo richiesto altro coupon oltre a quello.

buona giornata

Thank you, Mirko, for your reply. I have checked the general terms and conditions, and this is what I found https://www.planet7casino.com/terms-conditions.php:

"COUNTRY BASED RESTRICTIONS

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.

You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."

It seems as you are not allowed to withdraw your winnings due to a country restriction. Could you please describe how the promotion has been activated? Thank you very much in advance.

The promotion has been inserted by activating a coupon in their section.

anyway I had a conversation with a representative in live chat who assures me that within 7-10 days they would have credited me 100 dollars as max cash out. He then had the opportunity to check my account. My account is now also non-existent, they blocked me after I sent an email to the support service.

however my details are real and correct if there are restrictions with the Italian players who accept they must report it.

BuongiornoLa promozione è stata inserita attivando un coupon all’interno della loro sezione.

ad ogni modo avevo avuto una conversazione con un rappresentante in chat live che mi assicura a che nel termine di 7-10 giorni mi avrebbero accreditati 100 dollari in quanto max cash out . Ha avuto modo quindi di controllare il mio account. Il mio account ora è inoltre inesistente, mi hanno bloccato dopo che ho inviato al servizio di supporto una email.

comunque i miei dati sono reali e corretti se ci sono restrizioni i con i giocatori italiani che accettano lo devono segnalare.

Thank you very much, Mirko, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Mirko,

I’m sorry to hear about your negative experience. I’ll contact the casino representative and try my best to resolve the issue.

I would like to invite Planet 7 Casino to join this conversation.

Dear Planet 7 Casino,

Could you please clarify the situation?

Greetings all,

You have more than 60 accounts (in this casino alone) Mirko created exclusively for the purpose of redeeming free welcome chips. Even without reading our terms and conditions (one account/welcome bonus per player per household) you have to know that this is unusual and unacceptable behavior. Nonetheless all of your accounts have been blocked, your winnings have been confiscated, and you are no longer welcome to play with us in any capacity.

I have submitted supporting documentation to the casino.guru team for confirmation and review.

Best,

Nick and Planet 7

good morning, 60 accounts with the same email ... maybe the accounts open with different emails, however if you have a platform that allows it, maybe you should ask yourself some questions.

however it was enough to say this dear Nick for me it is enough not to confiscate without explanation.

Greetings

buongiorno, 60 account con la stessa email… forse gli account si aprono con mail diverse, ad ogni modo se avete una piattaforma che lo permette forse dovreste farvi voi delle domande.

comunque bastava dire ciò caro Nick per me è sufficiente non confiscare senza spiegazioni.

saluti

Thank you, Planet 7 Casino representative, for clarifying and for providing supporting evidence.

Dear Mirko,

Unfortunately, after gathering all the necessary information we are rejecting your complaint as unjustified. Creating multiple accounts is considered a serious breach of the Terms and Conditions, especially when done to exploit the offered bonuses.

We consider the casino’s decision to be justified in this case, however, we would like to point out that this situation could have been avoided if there was a feature in place, that would not allow players to create new accounts when trying to register using personal details that are already associated with existing accounts. Our recommendation to Planet 7 Casino is to implement such feature.

Sorry, Mirko, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.

As explained in my previous reply, we will now close this complaint as ‘rejected’.