Royal Planet Casino - El equilibrio del jugador ha desaparecido.

Casino Royal Planet!

I won around € 2000, immediately afterwards contacted the live chat and asked what amount I have to pay out.

The Agend confirmed a possible payout of € 2,339.00, which I can withdraw in stages with € 1,000.00 each, but this maximum twice a day!

With the nice profit in mind, I went to sleep first. As I was preparing the withdrawal this lunchtime, I contacted the live chat again.

This agent informed me that there was no credit in my player account, but I could make a deposit if I wanted to play 😳😳😳😳😳😳😳😳😳😳😳

Casino Royal Planet!

ich habe ca. 2000,-€ gewonnen, habe mich unmittelbar danach mit dem Live-Chat in Verbindung gesetzt und frage nach, welchen Betrag ich zur Auszahlung habe.

Der Agend bestätigte mir eine mögliche Auszahlung in Höhe von 2.339,00 €, die ich stufenweise mit je 1.000,00 € auszahlen lassen kann, dies jedoch Maximum 2x pro Tag!

Mit dem schönen Gewinn im Kopf ging ich erstmal schlafen. Als ich heute Mittag mich an die Auszahlungsvorbereitung machte, setzte ich mich erneut mit dem Live-Chat in Verbindung.

Dieser Agent teilte mir mit, dass mein Spielerkonto kein Guthaben aufweist, jedoch könnte ich eine Einzahlung tätigen, wenn ich spielen wollte 😳😳😳😳😳😳😳😳😳😳😳

Dear Dunjaja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that your winnings have been cancelled? Have you received any explanation from the casino? Could you please advise if your winnings have been accumulated with or without an active 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 and thanks for your support!

I had an active bonus that I was playing with. Won a large sum from several games and then turned to the live chat to find out how much money I can withdraw from it. You can understand the dialogue from the chat history. I would have had to make a deposit of € 25 in order to withdraw the amount.

After chatting, I went to sleep and when I got up I opened the chat again and asked whether it was possible to make the deposit with Paysafe. Then I got the following answer:

Hallo und Danke für Ihre Unterstützung!

Ich hatte einen aktiven Bonus, mit dem ich gespielt habe. Gewann bei mehreren Spielen eine hohe Summe und wendete mich dann an den Live-Chat um zu erfahren, wieviel Geld ich davon auszahlen lassen kann. Aus dem Chatverlauf können Sie den Dialog nachvollziehen. Ich hätte eine Einzahlung von 25,-€ machen müssen, um den Betrag auszahlen zu lassen.

Nach dem chatten bin ich schlafen gegangen und habe nach dem Aufstehen erneut den Chat geöffnet und fragte nun nach, ob es möglich ist, die Einzahlung mit Paysafe zu tätigen. Daraufhin bekam ich dann folgende Antwort:

Thank you very much, Dunjaja, for your reply. Do I understand correctly that you have accumulated your winnings from a No Deposit bonus and afterwards, you wanted to deposit funds into your account to verify the payment method and to be able to withdraw your profit?

Good Morning!

Exactly, you got that right!

Guten Morgen!

Ganz genau, dass haben sie richtig verstanden!

Thank you, Dunjaja, for your reply. I have checked general bonus terms and conditions, and this is what I found https://www.royalplanetcasino.com/terms-conditions/:

"Cash-out of winnings generated with a free sign-up bonus are limited to a maximum of USD100 or the respective currency and after making at least one deposit in the Casino. The sum of the deposit must be wagered at least once (1X) in order to qualify for a withdrawal. A withdrawal cannot be approved unless a minimum wager of 1X the deposit is first met.

All free sign-up bonus promotions have wagering of bonus x99 unless otherwise specified on the promotion page."

Could you please confirm that you’ve completed wagering requirements and deposited funds into your account in order to be able to withdraw the maximum cash out of €100? 

No, I can't confirm that! I have sent you the chat history, from which you can see that I had fulfilled the wagering requirement and that € 2,339.00 is available in my account and a payout of € 1,000.00 is possible, but only twice a day. The money stays in my account until I deposit the € 25! After I asked the next day whether paysafe is a deposit option, I was told that I didn't have any credit!

why does the first live chat write such information? And then is it gone? Impossible!

Nein, dass kann ich nicht bestätigen! Ich habe ihnen die Chat-Verläufe geschickt, daraus können sie entnehmen, das ich die Wettanforderung erfüllt hatte und 2.339,-€ in meinem Konto zur Verfügung stehen und eine Auszahlung von 1.000,00€ jeweils möglich ist, jedoch nur 2 mal täglich. Das Geld bleibt solange in meinem Konto, bis ich die 25€ einzahle! Nachdem ich am nächsten Tag nachfragte, ob paysafe eine deposit option ist, würde mir mitgeteilt, dass ich kein Guthaben habe!

warum schreibt der erste Live-Chat eine solche Information? Und dann ist es weg? Unmöglich!

Thank you very much, Dunjaja, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance.

Please bear in mind that if you've accumulated your winnings from a No Deposit bonus solely, you will be entitled to a maximum cash out of €100 only. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dunjaja,

I looked at your complaint and will do my best to help you. I would like to invite Royal Planet Casino into this conversation. Can you please specify what happened with player's balance?

We would like to ask the Royal Planet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

OK thanks! I'm curious!

Ok, Danke! Ich bin gespannt!

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.