Planet 7 Casino - Выигрыш игрока был конфискован.

Dear kyeshialik18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Planet7 Casino regarding your withdrawal.

To better understand your situation and assist you efficiently, could you please provide more details by answering the following questions?

• Was this the first time you played with this specific bonus?
• Do I understand correctly that you only played one game while the bonus was active?
• Did you receive any official communication from Planet7 Casino regarding the denial of your withdrawal?

Your cooperation in providing these details will help us investigate and work towards a resolution.

If you have any other relevant communication, you may also forward it to [email protected].

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good evening, Kristina,

Thank you for your message and for assisting me with this matter. Please find my responses below regarding my complaint against Planet7 Casino:

1. Was this the first time you played with this specific bonus?

No, this was my second time using the VIPGOLD350 bonus.

On the first attempt, I deposited $150 and won only $0.81.

On the second attempt, I deposited another $150 and used the same bonus code again. This time, I won over $2,600 playing a permitted game (Plentiful Treasure).

My total cash deposit between both uses of the bonus was $300, but only $150 was later refunded by the casino after they denied my withdrawal.

2. Do I understand correctly that you only played one game while the bonus was active?

Yes, that is correct. While the bonus was active and before completing the playthrough requirement, I only played Plentiful Treasure, which is listed as an allowed game under the bonus terms.

After the system confirmed that the playthrough was fulfilled and updated my balance accordingly, I played Megasaurand Chase Chaser. These games were accessed only after the bonus was completed and when my funds were categorized as withdrawable. At that time, my balance was $2,680.34, of which $1,600.34 was shown as withdrawable.

3. Did you receive any official communication from Planet7 Casino regarding the denial of your withdrawal?

No official communication was provided. I discovered on June 17 at 8:00 AM that my $1,800 withdrawal was denied, and my balance was reduced without notice. I reached out to customer service, and only then did a game specialist respond to explain that the denial was due to a supposed violation of Standard Rule #4, which claims that the restriction on game selection applies even after completing the bonus playthrough.

This interpretation is both vague and unreasonable. The system allowed me to access those games after bonus completion, and there was no clear in-platform warning. Additionally, if a violation truly occurred, their partial refund of $150(instead of a full forfeiture) contradicts their stated policies and undermines the consistency of enforcement.

Additional Note:

Unfortunately, I cannot view my full game history from my account side—only my transaction history is available. However, I have included screenshots showing the sequence of transactions and account balances in my original complaint submission. If needed, I can reattach them or provide further evidence upon request.

Thank you again for your time and support. I sincerely hope this matter can be resolved equitably.

Warm regards,

Kyeshia L***

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kyeshialik18,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina