Planet 7 Casino - Delayed Payments Totaling $18k

21 hours left for Planet 7 Casino to respond.
Jrock Biggeth United States
posted on September 23, 2016.

I have been extremely patient with this casino but I feel like nothing happens until a compliant is filled. I have made a number of deposits and most of them have gone smoothly. Withdrawals are a different story. I made a withdrawal for $600 and others approved on 8/13. While waiting for that to clear I won a $1000 and then hit a Jackpot for $16,000 playing slots. I have approved amounts of $600, $800, and $2000 and $15,000 that is still pending approval. I was told on multiple times the money should be in you account by... but have still not received any money.

posted on September 30, 2016.

Hi JRock--

I'm sorry for what you've been experiencing with this--I'll be watching your account until every last penny has been paid to you.

To that end, I do see a payment has been sent to processing in the amount of $2800. I would expect you'll see those funds reflected in your account by mid-week, next week.

Regarding the balance of your payments, I will return next week with an update.

Have a great weekend,

Tawni

Jrock Biggeth United States
posted on September 30, 2016.

Thank you Tawni,

I look forward to it. I can see where the $2,800 comes from but I am wondering what happened to the $600 withdrawal as I have not been paid for that transaction. Over the past few days I went on tilt and because it didn't feel real, I lost about $11k of the original $18,400. With all that said I look forward to receiving approximately $7,500 in the weeks to come. Thanks again.

Jrock

posted on October 1, 2016.

Hi Jrock--

Unfortunately, I'm not in the office until Monday, so I have no way to check up on things. I've put you on my 'to do' list for when I'm back at my desk and I'll look into this for you and update as soon as possible. ;-)

Enjoy what's left of the weekend,

Tawni

Jrock Biggeth United States
posted on October 2, 2016.

I will thanks, you too.

Jrock Biggeth United States
posted on October 5, 2016.

Tawni,

As of today I still have not received any money. Please advise. Thanks Justin

Jrock Biggeth United States
posted on October 6, 2016.

Tawni,

I received a payment of $2,747. Thanks for your help this far.

Jrock

posted on October 6, 2016.

Hi JRock--

Sorry for the delay coming back to you--I've been swamped. :-/

I've checked your account and I see that another payment ($2000) has already been sent off--you should see this reflected in your account next week. There is another $2000 in the queue for approval, which we'll have sent off to you, next week, with the balance of your withdrawals to be paid similarly, weekly.

I'll keep you updated on everything.

Have a great weekend!

Tawni

Jrock Biggeth United States
posted on October 7, 2016.

Thanks for the update. When you get a chance, can you please let me know the status of the initial $600.

Thanks again for what you have done this far.

Jrock Biggeth United States
posted on October 13, 2016.

Tawni,

As previously discussed please provide me with an status update concerning the $600 and $2000 withdrawals.

Thanks,

Jrock

AskGamblers
posted on October 15, 2016.

Dear Planet 7 Casino,

Please let us know if there's any update regarding this case. Thank you.

posted on October 19, 2016.

Hi Jrock--

I've really not forgotten you and I'm so incredibly sorry I've not been here to help with this as I should be. I've been traveling for work and I've simply not been able to attend to these issues as I would ordinarily.

I will not have access to your information until tomorrow morning, but this will be my priority to get you all of the information on your withdrawals. You have my word. ;-)

Tawni

posted on October 20, 2016.

Hi Jrock--

I've had a look at your account and from what I can see, there is still one payment outstanding (not including your most recent withdrawals)--this is the payment in the amount of $532 (we achieve this after removing the bonus). From our end, we did issue that wire, but it has been problematic, requiring us to re-issue it, once again. Fingers crossed, you should be receiving this payment, along with your most recent withdrawals, early next week.

I've listed the payments already sent:

10/10/2016 6:19:03 AM Paid $4000 + No Service Fee Wire transaction's #53810704 ($2000) & #55139100 ($2000)

9/29/2016 5:09:10 PM Paid $2800 + no fees Wire

I hope this helps give you a bit of relief and I'm looking forward to hearing this has all been settled, early next week.

Again, I apologize for all you've been through with this,

Tawni

Jrock Biggeth United States
posted on October 21, 2016.

Tawni,

Thanks for the update. The two transactions for $2000 have not been received. The transaction on 9/29 hit my account on 10/6. If those were sent on 10/10 maybe they had the same problem as the first transaction as the first withdrawal for $532. I will be looking through out the weekend and into early next week. Thanks again.

Jrock

AskGamblers
posted on October 24, 2016.

Dear @Just23go,

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

Jrock Biggeth United States
posted on October 25, 2016.

As of 10/25 Planet 7 Casino still owes me more than $4,500 for a withdrawal with an initial request date of 9/9/16.

Thanks,

Jrock

posted on October 29, 2016.

Hi JRock--

I've looked into this again and to be honest, I'm not understanding some notes on your account. I've sent a note to our finance manager, asking her to clarify things. As soon as I hear back from her, I'll be back with answers and a full accounting.

Back soon,

Tawni

Jrock Biggeth United States
posted on October 29, 2016.

Tawni,

Thanks again for the help thus far. As the customer please try to understand my position. For the past three weeks I was told the money is on its way and now after 96 hours of me waiting for a response from my VIP account representative, I am told there are still outstanding questions. I realize you are extremely busy, but I place my trust in this casino based upon our conversations.

Thanks again for your help,

Jrock

posted on November 2, 2016.

Hi JRock--

I'm sorry to just be getting back to you--unfortunately, I've been swamped and I'm having real difficulty keeping up.

I checked into this and I do see that the payment we 'sent' on 10/10 was delayed. I cannot explain the delay, however, I do see that things finally moved along on the 26th. With this in mind, I'm hoping you can confirm receipt of these funds in your bank account?

Please advise.

And again, I'm so incredibly sorry for everything.

Thanks,

Tawni

Jrock Biggeth United States
posted on November 3, 2016.

Tawni,

Thanks for the help. I did receive the two $2,000 deposits aforementioned.
Based on your customer service, I have regained trust in the site and recently have cashed out $700 on 10/27. Hopefully the turn around time for this payment will not be as problematic. However, I am still awaiting my payment for $532 but I do trust you are actively working this issue and you will begin tracking the withdrawal for $700.

Thanks again,

Tawni

posted on November 7, 2016.

Hi JRock--

Thanks for confirming you've received the two wires.

Unfortunately, I'm home right now so I can't look up that $532 and your latest withdrawal. Gimme a few hours and I'll have that information for you. ;-)

Thanks,

Tawni

Jrock Biggeth United States
posted on November 9, 2016.

Tawni,

Any word on the status of the $532 or $700 payments?

ThAnks

JROCK

AskGamblers
posted on November 14, 2016.

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try hoping that both parties involved into the dispute will manage to reach to a satisfactory resolution eventually.

Jrock Biggeth United States
posted on November 14, 2016.

I have been waiting for Planet 7 to pay me $532 for over 4 months. I currently have approved amounts of $700 approved and I am waiting for $400 to be approved. Once Tawni got involved things started to move along more smoothly. Unfortunately, she seems to be extremely overwhelmed and has difficulty keeping up with all the withdrawal request.

posted on November 18, 2016.

Hi JRock--

Yep--overwhelmed is a good word for it. :-/

Can you please tell me if you've received that payment of $532 yet? My understanding is that it went off last week, so I would imagine it should be in your account by now.

I'm not in the office right now, but I'll check on the rest of your issue in the morning and get back to you.

Thanks,

Tawni

Jrock Biggeth United States
posted on November 20, 2016.

I have received the payment for $532. Thanks

Jrock Biggeth United States
posted on November 21, 2016.

Please let me know status of $700 when you are in the office. Thanks.

posted on November 25, 2016.

Hi JRock--

I'm so incredibly sorry--I screwed up completely and forgot to put you on my 'to-do' list. :-(

I pinky-swear-promise I'll dig into this as soon as I return to work, late tomorrow. I'll get back to you on this, straight away.

Tawni

Jrock Biggeth United States
posted on November 26, 2016.

Okay. I will be patiently waiting as always. 😊

posted on November 30, 2016.

Hi JRock--

You ARE incredibly patient. ;-)

This took digging--it shouldn't have, but here's why: As you may have heard by now, our company moved to Europe and we have mostly an entirely new staff. While the new staff is handling things relatively well, mistakes are still happening and your $700 withdrawal was a victim to these mistakes.

Why this took so long is that the withdrawal showed as paid, but it was also moved to an incorrect column--it was all VERY confusing and this took quite a while to unravel.

The good news (finally!) is that this payment was sent off to processing, yesterday and I would expect you'll see these funds reflected in your account no later than early next week.

Again, I want to apologize for all of the confusion, frustration and delays...and I also want to thank you for being so incredibly patient and kind through all of this.

Take care,

Tawni

Jrock Biggeth United States
posted on December 3, 2016.

Tawni,

I still have not received payment but thank you for looking into this as always.

Jrock

posted on December 6, 2016.

Hi Jrock--

I've just double-checked to make certain there were no issues or screw-ups this time around and everything looks as it should. Hang in there--I'm sure you'll receive the payment within the next day or two. ;-)

Tawni

Jrock Biggeth United States
posted on December 7, 2016.

I will be patiently waiting. Thanks as always.

Jrock