RESOLVED: planet casino: no pay, no answer

I played freeroll tournament   12/7/2018 Number 14666301 at Planet casino.

 My wining was $ 75.00.

I had made wagering and placed 12/7/2018 $300 withdrawal .

12/8/2018 I receieved e-mail from Planet casino:

Dear Nelea,

Herewith some details regarding your withdrawal at Planet Casino.

Your casino sign-in is: bacocentr@gmail.

Your withdrawal of $ 300.00 were submitted at 12/7/2018 6:10 PM (US Eastern Standard Time).

This e-mail is to confirm that your request for a withdrawal at Planet Casino is being handled by our accounts department.

FOR YOUR FIRST WITHDRAWAL
Please note that we will need you to submit documentation to enable us to send your money to you. 
The required documents are in line with legislation to prevent money laundering and safeguard you (and us) against possible acts of fraud. These documents (to be faxed or emailed to us) are:

ID Document
Front and Back copies of your credit card. We only need to see the first four digits as well as the last four digits. Please blank out the eight digits in the middle before submitting.
Copy of a recent utilities bill (such as a telephone or electricity bill).

PLEASE ALSO NOTE THE FOLLOWING:
For credit card deposits, you will be required to complete and sign an Authorization Report. This is similar to a credit card slip for ordinary store deposits. This acts as acknowledgement for your deposits made at our establishment.
Our accounts department operates Monday to Friday from 09H00 (GMT) to 16H00 (GMT), excluding public holidays / bank holidays.
All withdrawals are processed once a day, Monday to Friday. Your withdrawal will be processed in the next batch.
You will receive an e-mail or telephone call to notify you once your withdrawal has been processed.
The maximum cash-in amount on Free Money/Free Spins/Loyalty Points Redeemed/Competition or Tournament Prizes (No Deposit Required) is $/€/£150 (One Hundred and Fifty).
You may view a summary of all your financial transactions on your account at the Statement facility. This can be accessed by clicking on the Cashier button on the main casino screen.

For your convenience, withdrawals remain in your account for forty-eight (48) hours should you wish to reverse the withdrawal to continue playing.

Please do not hesitate to contact our Customer Support Team if you have any questions.

Sincerely,
Melissa Reynolds
Finance Manager

==================================================================

12/10/2018 I sended all documents to  Planet casino.

No  answer, no pay.

12/18/2018 I sended again an e-mail to Planet casino.

No respond...

Please, help me.

My Planet casino name is aellen

TY

Hello aelen,

We've notified the Casino Rep. Keep an eye on this thread.

Dear Aelen and LCB Members,

Firstly we’d like to thank you for your feedback.

Aelen, unfortunately your withdrawal has been declined as you are in violation of the casino’s terms and conditions.

Please refer to clause 14.17 - https://www.planetcasino.com/terms-and-conditions.php

Furthermore, players from Republic Of Moldova (clause 14.14) cannot claim Free Welcome Bonus Offers without making a deposit first.

Should you require any further information, please do not hesitate to contact the casino’s support team.

Kind Regards,

Planet Casino Support Team 

Furthermore, players from Republic Of Moldova (clause 14.14) cannot claim Free Welcome Bonus Offers without making a deposit first.

======================================================

It was not Free Welcome Bonus!

It was wining from freeroll tournament!

About tournaments are not restrictions for my country.

 First you submitted my withdrawal (e-mail from Melissa Reynolds, Finance Manager).

Then you stopped responding to my emails, and now you are referring to the irrelevant paragraph of the rules.

It was not Free Welcome Bonus! It was not Free Welcome Bonus! It was not Free Welcome Bonus!

I believe the reputation of the casino should be your priority.

Dear Aelen and LCB Members,

 Thank you once again for your comment.

Please note that all free spins, tournament wins and loyalty point claims are considered to be Free Bonuses.

Therefore, regardless of the manner in which this particular bonus was obtained, it is still a free bonus – please refer to clause 14.17 once again where the following is detailed:

Clause 14.17 - Players from the following countries are not eligible to claim any Free Welcome Bonus Offer(s) from Planet Casino, regardless of an invite being received or via the website.

Free Welcome Bonus Offers refers to any offer(s) made by Planet Casino or its affiliates where free play (with bonus money) or free spins are available without the Player having to make a deposit.

In addition to that, this was your 3rd free bonus claim therefore your withdrawal will be declined as you are in violation of the casino’s terms and conditions – see clause 13.

Should you have any further questions, please contact the casino’s support team as they can provide further information

 Kind Regards,

Planet Casino Support Team