- Joined
- Jan 20, 2004
- Location
- Saltirelandia
We've had a few complaints regarding this casino pass our Pitch-A-Bitch desk in the past few months. They've been more or less cooperative and I've had no serious complaints with their participation in the process ... until now.
A recent non-payment complaint began with the casino claiming the player was from a bonus-banned country. As it turned out though the player's country had not been black-listed until well after the fact. The casino then said that their real issue with the player was that he had used a bonus code that had been posted on a forum. I checked, there was nothing in the Terms saying the bonus was by invitation only. Then the casino said the player "has been banned at other casinos" so that that was the REAL real reason for their actions against him. When I asked for details they said "we did an audit, he failed, we're not paying". When I pressed for details of how exactly the player failed the audit in relation to existing Terms the conversation fell silent.
After hammering away at it for weeks without a response they finally replied, this time claiming that the player had multiple accounts and that was sufficient grounds for the confiscation and ban. Indeed it would be sufficient grounds so I asked for supporting documentation. Their reply was "we have decided against disclosing any further information on this case" and that was the end of the road. They would not back up this latest accusation with proof yet they were confident in their decision and that decision was final. When I asked if this was to be their policy on future player issues they said "we will always be willing to cooperate with you and discuss the details of each case". But they weren't cooperating, they were making an unsubstantiated claim against the player -- the latest of several claims -- and simply closing the book on it.
I asked the casino rep several times to help us understand what was so special about this case, what reason did we have to believe that future cases would be handled any differently. Silence.
Be Aware: Planet Casino may or may not cooperate on player complaint issues. If you submit a PAB regarding this casino we will forward your details to them but there is no guarantee that they'll cooperate and/or provide any proof of their accusations against you. In other words we can't pursue the case unless they step up and cooperate with us.
I should say the "cooperate with us" means more than simply replying to emails with the casino party line. It means backing up accusations against the player with some meaningful evidence, if that is necessary and appropriate in the course of pursuing that particular case. Anyone can accuse anyone of anything, that does not mean the accusation has any basis in fact or reality. Without supporting evidence unsubstantiated claims are just talk and talk is not sufficient grounds for confiscating people's money.
A recent non-payment complaint began with the casino claiming the player was from a bonus-banned country. As it turned out though the player's country had not been black-listed until well after the fact. The casino then said that their real issue with the player was that he had used a bonus code that had been posted on a forum. I checked, there was nothing in the Terms saying the bonus was by invitation only. Then the casino said the player "has been banned at other casinos" so that that was the REAL real reason for their actions against him. When I asked for details they said "we did an audit, he failed, we're not paying". When I pressed for details of how exactly the player failed the audit in relation to existing Terms the conversation fell silent.
After hammering away at it for weeks without a response they finally replied, this time claiming that the player had multiple accounts and that was sufficient grounds for the confiscation and ban. Indeed it would be sufficient grounds so I asked for supporting documentation. Their reply was "we have decided against disclosing any further information on this case" and that was the end of the road. They would not back up this latest accusation with proof yet they were confident in their decision and that decision was final. When I asked if this was to be their policy on future player issues they said "we will always be willing to cooperate with you and discuss the details of each case". But they weren't cooperating, they were making an unsubstantiated claim against the player -- the latest of several claims -- and simply closing the book on it.
I asked the casino rep several times to help us understand what was so special about this case, what reason did we have to believe that future cases would be handled any differently. Silence.
Be Aware: Planet Casino may or may not cooperate on player complaint issues. If you submit a PAB regarding this casino we will forward your details to them but there is no guarantee that they'll cooperate and/or provide any proof of their accusations against you. In other words we can't pursue the case unless they step up and cooperate with us.
I should say the "cooperate with us" means more than simply replying to emails with the casino party line. It means backing up accusations against the player with some meaningful evidence, if that is necessary and appropriate in the course of pursuing that particular case. Anyone can accuse anyone of anything, that does not mean the accusation has any basis in fact or reality. Without supporting evidence unsubstantiated claims are just talk and talk is not sufficient grounds for confiscating people's money.
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