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won 5000 tried to withdraw 2500 then they took days to approve/deny then ended up denying it, but then I still waited a few days cause I kept checking the transaction section and all of a sudden it disappeared off there, and all the deposits leading up to the withdrawal disappeared too. So these A-holes tried deleting all the transactions to make it look like I never won or withdrew anything, or even made a deposit to win anything!!! Shadiest thing I’ve ever witnessed with one of these places but I guess that’s what I get for not just going to a normal casino… don’t waste your effin time… totally ruined me cause I planned on getting my winnings like legit casinos do, and I don’t know how I’m gonna pay my car or my custody lawyer now cause they say they arnt paying me now…

Dear jordanacetools,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Ok so I got a notification from planet 7 that on the weekend of the attempted withdrawal they were doing a special bonus for cashback, they said any deposits would get 50% of it back if you ask customer service for the cashback and during the promotion there was a no max cashout for cashback bonuses for that weekend only. So I deposited like 75 bucks or something then played through it, then I asked customer service for the cashback promo they said they were doing and they deposited that to my account like they Said they would, but then I won and built it up pretty high up to around 5k total, so I kept playing and once I got down to 3k I decided I should withdraw so I won’t lose everything I had won, so I withdraw 2500 and was left with like 580 ish after the withdrawl I took a screen shot of it so I had proof. Then it said it would take 7 days or whatever and I kept checking it to see the status and for 3 or 4 days it didn’t change. Then all of a sudden it showed on my transactions as declined, then right after that it showed in my transactions as being manager approved, so I waited another day or two cause customer service said it takes 7 days to approve (and at the time like I said it showed as approved by a manager) then I went to check it around day 7 and it didn’t appear on my transactions anymore it was completely gone, not just the approved part but the whole withdrawl had been scrubbed off, also they deleted the deposits I made to even be eligible for the cashback for that weekends promotion, so they tried to make it look like that weekend never happened, so I contacted customer service yet again, and they tried playing dumb like I never made any withdrawals and I yelled at them for while and finally they admitted seeing the withdrawl but now they tried saying they cashback is considered free play so it only is eligible for $135 not $2500, and I said I get that is normally what the policy is however I had gotten a message from the casino for that weekend only being a promo to make it so all cashback from deposits made that weekend were being raised to 50% along with having a no max cashout and the customer service rep just kept playing dumb not admitting to anything trying to make me seem like I didn’t know the rules, I get the rules… but when the casino says there’s a promotion and they honored half the promo when they gave me the 50% cashback the weekend of the attempted withdrawl but then try to back out of the second part of the promotion of there being a no max cashout limit, that’s just unacceptable like I was depending on the money I had withdrawn because they said there wasn’t a limit for cashback for that weekend only. So ya I just need help holding them accountable… I’m not unintelligent I know the regular terms and conditions but when they say they will do something that’s what they should do. Can you help me ?

Thank you, jordanacetools, for your reply. If your entire winnings were accumulated from a weekly cashback bonus, please check the following rule (here):

"WEEKLY CASHBACK

The Weekly Cashback bonus comes with a 40 times playthrough requirement for Slots, Keno, Scratch Cards, Bingo; a 60 times playthrough requirement for Table Games and Video Poker. And excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo, War, and/or 'Shooting games' -e.g. Fish Catch.

The Weekly Cashback is credited each Monday 00.01EST for all players with no pending withdrawals, no approved withdrawals over previous 7 days and a balance under $10.

The Weekly Cashback is calculated on all deposits (minimum $50) which were made over the previous 7 days.

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal(minimum $100).

Weekly Cashback will be credited even if you have an existing balance. If so, the Weekly Cashback will be treated as winnings and any other current bonus rules applicable in your account will still apply."

I'm sorry, but it looks as if you are not entitled to withdraw more than double the rewarded cashback bonus.

Ya it was otherwise stated… that’s what I’m saying they sent me a promotion saying that all cashback for that specific weekend was 50% of what I deposited PLUS there would be no max cashout, just for that weekend. So I understand that normally there’s a 100 dollar limit or whatever but they told me that for the weekend of my withdrawl that all my deposits would have a 50% cashback which they honored but they refused to Honor the second part of the promotion that stated there would be a no max cashout limit…I’ve gone over this like 1000 times with them and they keep just repeating the standard rules… I am not dumb I understand the REGULAR terms but that weekend they said there would be a special promotion that changed the amount of cashback I would recieve and the cashout limit also would be changed for those 2 days and now their taking back what the promotion was supposed to be

Dear jordanacetools,

Could you please forward the original email containing the bonus offer and rules to petronela.k@casino.guru? Thank you in advance.

Dear jordanacetools,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.