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Planet - casino not paying me

Ruling

Found for the Player - Despite our repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever from Planet.

Read our Planet Casino Review

Player's Complaint

this is for planet casino...after getting an email over fs to try them. I played I won 8.20 ith a 481 rollover..I then with proof from the casino played through about 100. with a balance up to 78. I went on chat to see my progress and was told I had only wagered through 25. I thought there was a delay. so I went and played more than 200 spins at 2 dollars a spin..I went back to chat knowing I'd have to make a deposit to withdraw the amount. also I knew that even though my balance showed over 300 now I could only take out 100..I was ok with that but just wanted help getting the 100. then after 30 min on chat the rep..added a bonus ?..I said I had clearly played the playthrough justwanting instructions getting the 100..she then said my playthrough was only at 25 ??...I spoke to 4 different reps over 2 hours getting the same runaround only to remove the 2nd bonus I didnt want which was useless as I could only take out 100 with a balance far above that..they kept avoiding my questions..i then went as i figure i had nothing to lose playing down the balance to 100 as that's all i could withdraw. after going on chat again today after 40 minutes of trying to sell me a bonus..the rep said my playthrough is only at 25 ?? i even confirmed all the games i played had rollover value. so i challenged them how after playing over 1600 i just wanted to get my 100 they pretty much have given me the runaround at planet casino..please help as i have wasted almost 3 hours and done this in the highest of compliance and good faith

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4 Responses

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ThePOGG
July 3, 2019

Hi speed1975 - welcome to ThePOGG.com!

While we will try to contact the operator on your behalf, by playing with the bonus you wanted removed you have made it far less likely we will be able to help you. Once you start playing with a bonus you are subject to the terms associated with that bonus.

Thanks,

ThePOGG

User icon
speed1975
July 3, 2019

no sorry for the confusion. my balance from the no deposit free spins was 8.20. from this the max cashout was 100. which is standard. after clearly playing the rollover. my balance was at 185. at that point I just wanted instructions on getting my 100 which is the max I could get anyways. at that point they purposely added another 7.50 which had another 455 rollover ??...this way I couldn't get the 100 and would have to play again. obviously the max is 100 cashout my balance is over that I've made the playthrough..why would I want another bonus..that's what I was referring to

User icon
speed1975
July 3, 2019

ps I never played in between them adding the bonus they never should have added which I told them clearly I never wanted and them removing it. in between that period I never played

User icon
ThePOGG
July 26, 2019

Hi speed1975,

Unfortunately after repeated efforts to contact Planet Casino to discuss this issue we have received no response what-so-ever. At this juncture I have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Agreement

speed1975 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Planet
  • Kahnawake Gaming Commission

July 3, 2019

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.