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« Back to Casinos 11/07/2020 at 08:35 0 0 #6384 Icon showing author of the current post: karliczyniak karliczyniak
Posts: 10 User

Hi all,

I am a member of casino planet with referal from gamblers den.

Recently, I've got an issue which I am finding impossible to solve.

I used a 'Paysafe' card which I purcahsed from a gas station for €50 to make a deposit.

The deposit said "your deposit has been sucessful", yet, my balance remained at 0.

I contacted live chat 20 minutes after I still had no balance and they said it can take up to 3 hours (never has this happened before at any other casino but I was willing to wait, annoyed). After 3 hours, I come back to see that the transaction that was 'Pending' was now 'Cancelled'.

So, I tried again and guess what? the paysafe card said it had already been used.

I used the paysafe card checker (online) and it shows the funds were sucessfully transferred and the balance of the card is now 0.

So, I reached out to support again and created a ticket with screenshots from the transaction from Paysafe.


I got back an email saying "Our financial team says the payment didn't go through".

So, again, I contact Paysafe via email who says the payment worked.


Right now, my €50 is apparently floating around in the ether. Paysafe says they gave the money, casinoplanet says they don't have it and I'm left with sweet fuck all in the middle.


What the hell can I do here?

12/07/2020 at 17:05 0 0 #6387 Icon showing author of the current post: Jimbocasino Jimbocasino
Posts: 861 Den Owner

was there any update on this? I can't say i have any experience with PAYSAFE

WORD TO YA MOTHAAAZZ
12/07/2020 at 17:41 0 0 #6388 Icon showing author of the current post: Jdollard333 Jdollard333
Posts: 78 User

I have had this happen me before but in saying that I won't be much help at all.

After a few hours the money just went back on the paysafe.

This was probably about 6 years ago so don't know the casino (probably VS or Leo but can't be sure)

Maybe keep checking back on the paysafe to see if it goes back on to it.


Paysafe is a great way to play while keeping the deposits out of the bank records, I use paysafe or revolut as much as possible so it doesn't look bad on the bank.

13/07/2020 at 14:44 0 0 #6399 Icon showing author of the current post: karliczyniak karliczyniak
Posts: 10 User

Hi all,

Thanks for the replies.

There has been 2 updates:


1. Paysafe again says the transaction was successful.

2. CasinoPlanet again says the transaction was not successful.


WOW. I am reallyl regretting my decision of CasinoPlanet I must say.

So now, 50€ is floating in the ether somewhere, I have nothing and both companies have a different stand point.

None of these companies are willing to reach out to the other one to resolve the matter. I am the middleman in attmepting to resolve a problem on one of their ends.


This is absolutely crazy.

17/07/2020 at 17:17 0 0 #6431 Icon showing author of the current post: garethtyler garethtyler
Posts: 43 User

did you go through your own personal paysafe account?? im sure transactions over £40 have to go through paysafe account and not straight to the casino?

17/07/2020 at 17:20 0 0 #6432 Icon showing author of the current post: garethtyler garethtyler
Posts: 43 User

also genesis casinos all use the same banking system despite the casino names being different,if you have another account with a genesis casino also check there as their banking system is all to cock (had a deposit there go to a different casino account myself somehow,but apparently its all sorted) worth a check

19/07/2020 at 20:25 0 0 #6528 Icon showing author of the current post: karliczyniak karliczyniak
Posts: 10 User

I can give an update on this, here is the EXACT email I received from them


German (Exact email I received):


Lieber David,

Vielen Dank, dass Sie sich bei uns gemeldet haben.

Wie Sie bereits informiert wurden ist letzte Woche ein global Fehler mit Paysafe Einzahlungen aufgetreten.

Gerade führen wir noch Untersuchung durch um das Problem so schnell wie möglich zu beheben

Seien Sie bitte versichert dass Sie innerhalb der nächsten Tage per email informiert werden.

Wir entschuldigen uns für die Unannehmlichkeiten und bedanken uns für Ihre fortwährende Geduld und Ihr Verständnis.


Bitte kontaktieren Sie unseren freundlichen Kundenservice per Live-Chat, Email oder Hotline, falls Sie Fragen haben oder weitere Informationen benötigen sollten.

Beste Grüße,

Charlotte
Casino Planet Kundenservice
support@CasinoPlanet.com

----------------------------------------------------------------


Here is the English Translation:


Dear David, Thank you for contacting us. As you were informed, a global error occurred with Paysafe deposits last week. We are still investigating to fix the problem as soon as possible Please be assured that you will be informed by email within the next few days. We apologize for the inconvenience and thank you for your continued patience and understanding. Please contact our friendly customer service via live chat, email or hotline if you have any questions or need further information. Best regards, Charlotte Casino Planet customer service support@CasinoPlanet.com




Sidenote: NO-ONE at any point during my 8 emails to them, did they inform me there was a 'Global' error. Nor do they say it was an error on their site only. This is the first email I have received with acknowledgement that indeed they took my money and didn't update my balance. It's now been over a full week and I'm sorry to say Jimbo and Craig, but I should never have used this casino. It's been about a 4 - 5 hour waste of my time and I still haven't seen my deposited credited.


That's just an update for you all.






11/08/2020 at 14:40 0 0 #6928 Icon showing author of the current post: karliczyniak karliczyniak
Posts: 10 User

Hi all,

So, I want to give you all a brief run down of my experience so far at casino planet and a follow up to the above.

As of right now, 32 days after the date of the initial problem, they are still "working on it".


Here's my last email to their complaints department (please mind the French, I am now at my limit with this company)


"I have had a case open for 32 days where funds from a PaySafe cards were removed but the balance on your site was not updated.I have forwarded all relevant details at least 3 times and I have conversations with your live chat staff near daily who tell me that it is still "under investigation". 32 days is absolutely hopeless. Not once do you ever proactively contact me about the status of my open investigation but rely on me to contact you relentlessly only to be told the same thing each and every time.I have already written to this complaints department now twice about this. One representative told me the problem was with APOC?? maybe I have that wrong but it is the company that makes the cash transfer between PaySafe and your site.To make matters completely more worse:- I can never live chat with a manager- Your staff make up complete bullshit about why you don't have a phone number.I've heard the following excuses - we don't have a phone number- we do have a phone number but no one answers it- we have a phone number that people normally answer but at the moment it doesn't workAre you absolutely sure you are a legitimate company? that is horrifyingly laughable.32 days to resolve a problem is so far outside the scope of what is reasonable WITHOUT any update. Ever.Get your shit together, give me my money and stop blaming others.My post will go on all gaming site forums, along with your response once you provide one. I expect now immediate action under this circumstance."


As of right now, I've had:


- 19 interactions with live support

- 2 interactions with the complaints department

- 15 emails with the support email address.


They have asked me for the exact same files 11 times. I've sent it to them already 3 times and explained where to reference the documentation, receipts and email chains from PaySafe.

Support emails are answered within 2 days whilst complaint emails have a turnaround of 10 days.

I've wasted 32 days and in total 36 interactions with this company over €50.


On the 29th day, I asked for compensation. I have spent 6k there in the last 5 months (no withdrawels). Do you know what they offered me?  10 spins on starburst at 10c a spin.


This company is a scam. A laugh. They have mind numbing staff who cannot look any further into cases once they are escalated and are not allowed to pass me onto a manager nor provide me with any other contact address other than their support or complaints email address. No one will call me and I can't call them.


I hate the fact that I made the decision to invest time and money into this company you had previously promoted. Understandably this isn't anyone's fault here but I feel like a laughing stock. My hands are literally tied with this company and it's gut wrenching.


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