Planet 7 Casino - Declined/Delayed Payment

UNRESOLVED
Linnea Bates United States
posted on September 21, 2016.

Hello,

I have been an online gambler for many years. I am a US player that started at Microgaming Casinos, was 100% loyal to them until we were banned, started playing Vegas Tech casinos, and recently was enticed by bonuses offered via email and text from Planet 7. As a US player, I am VERY aware of the potential for fraudulent scenarios arising if depositing at an unscrupulous casino, but reviews seemed to indicate that Planet 7 had issues in the past, but was trustworthy now. I deposited many times over the past month or so, and finally requested a withdrawal on September 13 for $2000. I filled out their Credit Card authorization form, sent that to them, along with copies of all my credit cards and license, front and back (sent this the same day). They then sent me an email saying they needed a copy of a recent (within 30 days) utility bill. I sent them a copy of my Verizon phone bill. On the 17th, I went in to the cashier at Planet 7 to check the status, and it says it was declined!!!!! I had already sent them everything they wanted, and they said the reason it declined was because I had missing documentation that they requested. I was SO angry because this was clearly a sleazy delay tactic to hopefully push me into reversing my request. They didn't need to decline it so the clock was reset; they could have just asked for whatever they wanted (even though I had already sent it). Bottom line, half the time I email them, they don't even reply, and when they do, they continue to tell me their notes say I still have missing documentation, at which point I send it AGAIN. At this point, I have sent them ALL REQUESTED DOCUMENTATION FIVE (5) TIMES!!!! Live chat told me yesterday that my info was JUST verified on the 19th, and to "be patient"!!!!!! Can I also add that I continue to get emails and text messages stating I have been determined to be a VIP player and to call them to confirm I want this bump in status, which would give me quicker payouts, personalized bonuses, etc., yet I called and waited 15 minutes on hold, and was then disconnected. What is going on with these people???? I am really sad because I love their games, but I won't jump through these hoops to get paid every time. PLEASE if there is any kind of intervention or guidance you guys can offer, I'd be so appreciative....I really just want to get paid! These guys are scam artists!!!!! ps - I have copies of all emails to and from them if you need them.

AskGamblers
posted on September 28, 2016.

Dear @lmb219,

Please let us know if there's some update on your issue.

Linnea Bates United States
posted on September 28, 2016.

Hello...no change. However, I have an additional $2500 withdrawal request made on 9/24, and 5 separate additional $2500 withdrawal requests that I would like to post here because I don't anticipate them being any better about those. I hope I am wrong! The only info I had pertaining to the new ones was that they have all of my information, so supposedly I don't know them any more documentation.

Linnea Bates United States
posted on September 28, 2016.

I neglected to mention that the other five pending with our roles are from 9/25.

posted on October 1, 2016.

Hi Linnea--

I'm very sorry for what you've experienced with this--I'm going to do my very best to have everything sorted for you, as quickly as possible.

Regarding your $2000 withdrawal, this has already been sent to processing and I'm hoping to have the tracking on this by Monday.

As to your other withdrawals, I'll be speaking with our Finance Manager to see what can be done to expedite things. One way or another, I'll be back Monday with updates on both your tracking and your pending withdrawals.

All the best,

Tawni

Linnea Bates United States
posted on October 1, 2016.

Thank you so much Tawni. It's very scary to be a US player at a new casino, deposit, and then be unable to get anyone to give a straight answer, or In some cases, any answer at all. You seem to be the only one that gets things done over there from all the posts I've read so thanks again for looking into my queries. While I have your ear, I also just want to point out that the six withdrawals for 2500 each were all won off of the same deposit and no rules deposit bonus, so I wanted to make sure that you guys don't hold back the bonus amount from all checks because The only reason I withdrew it in six separate transactions is because your system would not allow me to do it any other way. I'll check back on Monday. Ps - I actually currently have two withdrawals that you guys show as being approved, and five additional ones that are pending, for a total of 7 withdrawals. Please advise as to the status of my other approved one as well. All withdrawal amounts requested were $2500 aside from the first one.

Linnea Bates United States
posted on October 5, 2016.

So, Tawni promised to "look into this" and expedite and get back to me with something on Monday (yesterday). No word. I went to chat to get a status update and "Viviene" literally spit back word for word the terms on their site, which they have not adhered to. Not only that, when I asked her if she understood how ridiculous she sounded because her answers didn't even align with my questions, she disconnected me from the casino!!!!! Tawni, if you're out there, I'd appreciate it if you did what you said you would and get this thing done, and give me an update. You guys have great games, why do you completely ignore the customer service aspect of a casino, and allow yourselves to become such a horrible experience for your players? Huge delays, stalling tactics, robot customer service responses, nobody at all to help in any ways...how are you even still operating????