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Planetluck stole $8200 from me

Discussion in 'Online Casino and Poker Complaints - old section' started by dubi123, Jan 29, 2006.

    Jan 29, 2006
  1. dubi123

    dubi123 Dormant account

    self employed
    Cashin of $ has been denied due to the fact I played roulette while playing their signup bonus.

    The fact the terms never mention you can not play roulette and the fact I have an email from them that I can play any game won't affect them at all and they don't pay.

    Hello xxxxx,

    Thank you for contacting PlanetLuck Casino Online Customer Care.

    Our records indicate that after claiming the 100% sign up bonus, you
    played at the Roulette table and had a win of $7200. This is against the
    casino rules as Roulette is one of the inapplicable games towards the
    bonus you have claimed. Further, we have forfeited the win amount from
    your casino balance. Your casino balance currently is $200.

    We suggest you to wager $1600 on the applicable games, meet the
    wagering requirement and then play any other games or request for a cashout.
    You must wager $1600 to meet the wagering requirement on all games
    except Baccarat, Craps and Roulette.

    That is not true and they know that, they lie and lie and lie and do not pay, I wagered the FULL AMOUNT required in Blackjack and roulette was played for my fun, the Roulette does not count towards wagering only.

    Here is an email from them showing their real face:

    Dear Player,

    Thank you for contacting PlanetLuck Casino Online Customer Care.

    You can play any games that you wish to however the wagering will be
    counted only on the applicable games ( all games excluding Baccarat,
    Craps and Roulette). You can play Roulette and then play blackJack to meet
    the wagering requirement.

    Note: Please do not disclose your password to any
    individual/organization claiming to represent PlanetLuck.com. We will never ask you for the
    password to your account. If you receive any email or phone call from
    anyone requesting you for the same please report it to us immediately.

    For questions or suggestions, contact our 24 x 7 Customer Care Team.

    PlanetLuck Customer Care
    US and Canada: 011-800-PRTY-CSNO / 1-866-232-6004 [Toll Free]
    Select European countries: 00-800-PRTY-CSNO [Toll Free]
    International: +1-866-232-6004 / +44-207-537-8301 / +350-43001
    PlanetLuck.com, WBC Productions (Gibraltar) Ltd., iGlobalMedia Centre,
    561 Imossi House #6-254, 1/5 Irish Town, Gibraltar


    --Original Message--
    From: This email is not visible to you.
    Date: 2005-10-29 16:53
    To: This email is not visible to you.
    Subject: question about signup bonus[#3929513]

    Dear Sirs

    I wish to open a new account at planetluck casino

    I wish to use coupon 100. I understand roulette doesnt count thru the
    wagering but may I play roulette and then play blackjacj since roulette
    is my favorite game.

    I mean may I play the restricted games NOT for the wagering and then
    wager the whole amount required in allowed games


    I used the Pitch a bitch about 8 weeks ago but still I have not received my money from them.

    SHAME ON THEM !!!!

    I recommend this casino NO and they should be under the Super Evil I think at this website
  2. Jan 29, 2006
  3. amandajm

    amandajm Experienced Member

    Seems to me you asked the right questions and stuck by all the rules except 1 - the house always wins.
  4. Jan 29, 2006
  5. caruso

    caruso Banned User - repetitive violations of 1.6 - troll

    Casino apologist
    They have NO CASE - you did ask exactly the right question.

    iGlobalMedia are AIM listed - or at least Party Poker is. If Bryan cannot help, threaten to take them to court in the UK - that should open their wallets sharp enough.

    Nice roulette hit, BTW.

    Keep on this and try not to vanish into the sunset, as many players seem to do after they post a complaint.
  6. Jan 29, 2006
  7. silkprint

    silkprint Dormant account

    Yup ...I work
    That is a nice hit ! Worthless though if they refuse to pay up . Caruso is right . Some people walk away after they post a legitiment complaint .You have the emails to back you up . Take his advice.
  8. Jan 29, 2006
  9. elscrabinda

    elscrabinda Experienced Member PABnorogue PABnoaccred

    Please please please don't let them get away with this. You'd have a case without the email but with it then surely its absolutely cut and shut. I always tell people this but it really is more satisfying and effective to communicate by phone after the initial complaint. You've got your email as evidence but you really need to have a good chat with a manager if you haven't already.

    On the facts as presented this is 100% out of order
  10. Jan 29, 2006
  11. dubi123

    dubi123 Dormant account

    self employed
    I spoke to the casino about 5 times, they seems to ignore me ,

    When I call them they tell me at the end of the conversation to wait for an email which is never being sent.

    I will sent them another threatening email although I am not sure partypoker and this group of aceclub planetluck and starluck are the same ? are they 100% the same ?

    I still think that the industry can force them pay, I just need someone who promote them and read this story, maybe an affiliate, a webmaster.

    They told me this decision has gone through the high management there and that is their final decision.

    I will send them an email anyway.
  12. Jan 29, 2006
  13. umberto

    umberto Dormant account

    If you are legal then you have one more evidence of their illegal action they took.
  14. Jan 29, 2006
  15. Slotmachine

    Slotmachine Dormant account

    Kind of sounds like they've flagged you for bonus "abuse". Let me guess, deposited 100, got 100 bonus, made one 200 straight up bet on roulette, bang won 7200, then proceeded to meet the WR on a the low-variance game of blackjack?

    The casino obviously noticed this as it's a classic bonus tactic, and refused to pay. However, they screwed up because they sent you that e-mail specifically allowing you to play roulette, and furthermore they did not claim "bonus abuse" but stupidly claimed roulette all of a sudden was a prohibited game.

    IMO, you played by the rules, and they should absolutely shut up and pay up, provided you didn't actually violate any T&C's. But I doubt they'll pay..

    If the casino can't deal with their own T&C's, they'll need to change them.

    EDIT: Good one, Umberto...that should hurt a bit..

    Last edited: Jan 29, 2006
  16. Jan 29, 2006
  17. dubi123

    dubi123 Dormant account

    self employed
    Yep, that what I did, bet it all reached 7200 and then play blackjack

    I came to win, they should pay. This is very easy when it comes to a skilled player, the casino give the players take.

    They should pay.
  18. Jan 29, 2006
  19. oblomov

    oblomov Dormant account

    self employed
    Awesome post Umberto!:notworthy
  20. Jan 29, 2006
  21. umberto

    umberto Dormant account

    In many cases, things are easier than they appear. Kevin Mitnick, in Art of Deception, called it "Social Engineering". We now have the facts and the proof. The major question is : will they pay this palyer?

    If they don't, they are rogue for me.
  22. Jan 29, 2006
  23. suzecat

    suzecat Dormant account

    Dubi123: Nice win!

    Has Planetluck ever mentioned anything about you being from Israel? Israeli players seem to be on the chopping block (so to speak) with casinos. From their promotions page (for a 100% deposit bonus):

    The Casino reserves the right to exclude individual players from promotions or hold cashouts if we suspect abuse or fraudulent or suspicious play.

    The wagering restriction for this bonus is 12 times (Demark, China, Poland and Israeli players 36 times) the initial deposit and the bonus amount.

    I suspect they are scratching their heads and trying to find some way to decline your cashout based on your being from Israel. If they cannot find anything dodgy with your play, they have the "all management decisions are final and binding" to fall back on.

    Irrespective of your home country, I would escalate this to the next level and not be content with accepting their decision to withhold your win.
  24. Jan 29, 2006
  25. caruso

    caruso Banned User - repetitive violations of 1.6 - troll

    Casino apologist
    All this is is a reservation of rights to do anything they choose: pay you, rob you, whatever. "Suspicious play", get out of there; taking the piss or what.

    Also, this is nothing about being from Israel. The casino plainly stated the reason was roulette; the player was plainly told he was OK to play roulette.

    Planetluck have no way out on this one.
  26. Jan 29, 2006
  27. Pinababy69

    Pinababy69 RIP Lisa

    Toronto, Ontario - Canada
  28. Jan 30, 2006
  29. jetset

    jetset RIP Brian CAG

    Senior Partner, InfoPowa News Service
    Yes, they are all part of one group, along with Party Poker. The group is one of the major commercial entities listed on the London stock exchange and it is called Party Gaming.

    These guys are very publicity conscious, especially now they are pushing the "one stop gambling shop" mega-site concept.

    I would try at group level as well - try this guy who is their principal media spokesman:

    Director Communications
    John Shepherd
    +44 (0)207 337 0100
    This email is not visible to you.
  30. Jan 30, 2006
  31. dubi123

    dubi123 Dormant account

    self employed
    Thank you Jetset, i emailed John Shepherd

    I emailed him and I hope he will be helpful

    I will update you if he reply.

    I made the required wagering for Israel which is more than other countries.

    I am checking also with lawer about taking them to court in England.
  32. Jan 30, 2006
  33. the hunt

    the hunt Dormant account

    many jobs
    sussex, uk
    still waiting...

    did you ever get a reply or get it sorted?
  34. Jan 30, 2006
  35. paul02085

    paul02085 Senior Member

    Fishing :)
    keep us updated. Would be big if Party is truly robbing players.
  36. Jan 31, 2006
  37. dubi123

    dubi123 Dormant account

    self employed
    I got this response today from Planetluck. How stupid do they think I am ???

    i replied that I am going to organize my case with my lawer and take them to court and I urged them to pay now before it is too late.

    Also I will try to find other players from forum that was not paid in the past and try to organize a collective case.

    I have the money to spend on this issue and I have the time, these guys are going to eat a lot of shit from me if they will not pay .

    Date: Mon, 30 Jan 2006 15:33:26 -0500 (EST)
    From: This email is not visible to you. Add to Address Book Add Mobile Alert
    To: This email is not visible to you.
    Subject: PlanetLuck [#4520137]

    Dear xxxxx,

    Thank you for contacting PlanetLuck Casino Online Customer Care.

    This E-mail is with regard to mails that you have written about
    wagering requirements in Blackjack. We apologize for the inconvenience that
    was caused and have added a $200 compensatory bonus to your account with
    no wagering requirements.


    Damian Martin
    PlanetLuck Customer Care
    US and Canada: 011-800-PRTY-CSNO / 1-866-232-6004 [Toll Free]
    Select European countries: 00-800-PRTY-CSNO [Toll Free]
    International: +1-866-232-6004 / +44-207-537-8301 / +350-43001
    Last edited: Jan 31, 2006
  38. Jan 31, 2006
  39. phynqster

    phynqster Dormant account

    los angeles, ca
    Great win, and good thing you kept all of the corespondence. I have one question though. Did you use a credit card for deposit or did you use an e-wallet? I know when I ran a casino, I banned players from Israel because we would have a number of players come in and deposit by credit card and all made large wagers on roulette. The ones who lost, charged back, the ones who won demanded imeadeate payment. Thats why I asked about the credit card deposit.

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