Planet 7 OZ Casino - プレイヤーのアカウントはブロックされ、ボーナスプレイからの賞金は没収されました。

I won $1450 on a no deposit bonus and completed the playthrough wagering and qualified for the Express withdrawal so I have verified my account and id tried to withdraw again and it said I had to make a deposit before I can withdraw. So i got on live chat and asked if It was a requirement and if i was to deposit money would I have to do another playthrough. I was told I had to deposit with no bonuses so I didn't have any playthrough wagering so i deposited '$20 2 days later and I got a email saying that they were going to need more id and documentation before I could withdraw my money. So I did that now I get an email from them saying because I deposited the money in my account it's now mixed funds and is forfeited to the casino and they are closing my account i was told I had to deposit money to be able to withdraw and I deposited the money and it gave the casino grounds for keeping my money is this legal 

Dear Corey,

Thank you very much for submitting your complaint. I can only imagine how frustrating this whole situation must be for you. Please, could you send me a link for the exact no deposit bonus you used? I would like to check the bonus T&Cs thoroughly. Additionally, could you forward any relevant communication between you and the casino, in which they advised you to deposit, in order to be able to withdraw your bonus winnings (my email address is petronela.k@casino.guru)? I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Corey,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I cant log in anymore because they blocked me and i can't remember the details of the bonus I believe it was 20 dollar no deposit welcome bonus but can't be sure i think i have some of the conversations with the casino but most of the important stuff I don't have 

I have forward  all the emails i have i hope you can get a good outcome for me. 

I understand the t&cs of the casinos can be a little on the confusing side but this is straight up swindle by telling me i have to deposit money to be able to withdraw then after the deposit tell me it is in breach of the t&cs

Dear Corey,

Thank you very much for your reply and all the forwarded emails and documents. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Planet 7 OZ Casino, please could you reply to this complaint? Thank you very much in advance.

We would like to ask the Planet 7 OZ 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’.

Greetings Petronela, Corey,

Apologies for the tardy response, I'm just back in the office after the holiday.

I'll review the account and see what we have going on, thanks for your patience.

Best,

-Nick and Planet 7 Oz

Dear Nick,

Thank you very much for your reply. We’re extending the timer by 7 days and waiting patiently for your update. 

Okay then, 

Thanks for being so patient you two.

I reviewed the situation in depth and frankly it's a mess Corey. Multiple chips in a row, mixing different types of funds, the playthrough for the bonuses at hand tens of thousands of dollars from completion and a max cashout of $100 for the bonuses in question.

Often I'll quote a section of our T&C's that applies to the matter at hand by way of explanation but there's just too much to cover here.

The casino terms and conditions are a bit of a read, they are, but they are really worth the time it takes to understand them. A lack of understanding of these rules can and in most cases will lead to an unfortunate situation for you as a player as we see here. And it's not just one rule we're talking about, it's a good many of them.

As to your (very first) $20 deposit, depositing is the way to win big for sure. You just need to make sure you don't put that cash on top of a bonus with rules attached to it that will never give you the chance if you hit a good one. We take misinformation very seriously so I did take the time to review literally every interaction between yourself and the casino, but I wasn't able to locate an instance where an agent told you that you would be able to withdraw if you deposited. I found you being assisted with documents, an agent attempting to assist you with deposit, but no instance where you were directed by a casino agent to deposit in exchange for withdrawal. It's not how it works in the slightest, if that's what you had been told I would have assured the agent involved got the necessary training to prevent it from ever happening in the future.

And that's pretty much it I'm afraid. I do wish you the best and hope in the future you'll take the time to learn the terms should you choose to play in a different casino in the future; be it online, air, sea, or land. Knowledge is power.

Best wishes,

Nick and Planet 7 Oz

Dear Corey,

Sadly, there is not much I can do, to support your case at this time. Neither the casino nor myself found the email in which they have asked you to deposit into your account in order to withdraw. I understand that it might be a difficult task to go through T&Cs, but it’s very helpful. 

Please, let me know if there is anything else, I could help you with, otherwise I will mark this complaint as 'rejected'. Thank you in advance for your reply and understanding. 

Dear Corey,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

What s scam i will call the accwatch dogs 

Dear Corey,

Please understand, that it is very difficult for me to proceed with this case without supporting evidence. I would like to help you, but it is impossible for me at this time. Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Please let me know how you would like to proceed. Thank you in advance.

Dear Corey,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.