RESOLVED : Royal Planet Casino

Prepare for epic scam casino saga folks!

On April 16th, 2023 I deposited $28 at Royal Planet Casino and received a nice 700% special birthday bonus. I don't remember the playthough wager requirement, but I believe it was in the range of 25-35x. Anyways, I beat the odds and won a lot, but the max cashout for the bonus was 15x the deposit, which turned out to be $420. I requested the $420 withdrawal, and proceeded to wait nearly 12 months (!!!!) to get any word on receiving my winnings.

Then, out of the blue on March 31st, 2024, I get an email from Royal Planet telling me that they are under new management, and that my payout of $84 was now being processed. I was confused as to what I was only getting 20% of my winnings, so I replied to the email for clarification. I got a reply the next day (at least they respond to emails now!) saying this:

"As we both can see from your account, you deposited $28 (that makes your  maximum cash out $280, 10X the deposit amount), and claimed a bonus for $196. The bonus amount got deducted from the maximum withdrawal amount, $280-$196=$84."

I wrote back and explaining that when I deposited the max cashout was 15x the deposit amount, and also that bonus funds were not to be deducted from the withdrawal amount. I also explained that it would make no sense to deposit, play through a massive wager requirement, just to have a chance at cashing out 3x your deposit. This is the response I received:

"I completely understand your frustration regarding this matter, however we do not operate in accordance with the previous managements terms."

That's interesting, so they think they do not have to abide by the terms of the bonus AT THE TIME I deposited...because management is different? Since when does any business operate this way?

Anyways, I did get the $84 on April 2nd, 2024, but I would like the remaining $336. I have sent them a couple more emails, but have received nothing in return...so I am here. Hopefully you all can help!

Pics of emails

Hi Zack P,

Sorry to hear you experienced difficulties wth withdrawal at Royal Planet Casino.

This casino was closed on LCB, HERE you may find the review. 

Please send us your casino username via private message so that we could get in touch with them and try to help you.

Hi Zack P,

Thanks for sending over your casino username.

We wil try to reach out to the new management and assist you further. Keep you posted if we receive any update.

Hello Zack P,

Please be patient, since it is the Orthodox Easter holiday in Serbia until Tuesday.

Thank you

Hi Zack P,

No feedback from the casino, we will send a reminder to the casino today.

If we receive any reply, we will inform you.

Hi Zack P,

Please be advised that unfortunately emails sent to the casino are bouncing back.

We will try to find a new contact, as soon as we find it, we will try to reach them out.

Thier website address recently changed, if that helps...

https://royalplanet.casino/

I got the funds today. Thanks so much.

Thanks Zack P , we took the contact email addresses from this site you shared with us, but it seems emails are bouncing back.

If we find a new contact, we will get try to contact them and update you here.

Okay, but I got the money yesterday, so this complaint can be closed. Thanks so much

Thank you for letting us know, happy you got your money, therefore, we will mark this complaint as RESOLVED.