Planet 7 Casino - Delayed Payment of $1896

RESOLVED
posted on January 11, 2016.

Hello, I'm hoping Askgamblers can help get my payment processed. My withdrawal was approved on 12/23. The terms and conditions state that the payment will be sent within 7 business days. This is now the 11th business day and I've kind of been getting the runaround. After it reached the 7th business day, I requested my issue be sent to escalations. I was then told by escalations that I would have a tracking number by the end of the week. I sent emails the past 3 days and didn't get a response until today stating that the reason they don't have the tracking number is because they are waiting to get it from the processors. At the same I was emailing escalations I was also on live chat with the withdrawals dept. I asked them to check and see if my payment was ever sent to the processors and they said no. They told me to contact Ally from casino support. I sent an email to her and I'm awaiting a reply. I hope this issue gets fixed fast. It's well past the terms and conditions deadline. This is my first time withdrawing here and the main reason I liked it here is because I'm in the US and was told I'd be paid within a week-which is faster than most other RTG Casinos I play at.

posted on January 14, 2016.

Since Ive filed this complaint, I've been told that I'm on the priority list for the next batch of checks to go out. I wasn't given a date. I was told by escalations that they are waiting on the tracking # from the processors, but everyday I get on live chat and I'm told that it has not been sent to the processors. My withdrawals at Royal Ace and Captain Jack have been sent to the processors as of 1/12 which is still an extra week past the deadline. They told me I will have the tracking #s for those within 10 business days. They are very misleading with the terms and conditions and I'm upset about that. I can't seem to get a straight answer from anyone. I just want my money that I should've had on 01/05!!

posted on January 15, 2016.

Hi SYDNI519,

I've seen the notes on your withdrawal and I can see that the payment has been sent to the Finance department, which means it will be processed shortly. I will have to speak with Finance in the morning to get a firmer response for you.

All the best,

Tawni

posted on January 15, 2016.

Thank you for checking on this Tawni. Can you please let me know what date the planet 7 withdrawal was sent to processing? That's one question I can't seem to get an answer to. I also have a withdrawal at silver oak-same username- and its also past the deadline for being sent. If you can check into that one also that would be great. I'm so disappointed in this whole group of casinos 😕 What do they do for me for having to go through this hassle? I hope there is some sort of compensation. I just want my money. I had plans to pay bills with that and now everything is behind because I trusted in the timeframes on the terms and conditions.

posted on January 15, 2016.

Tawni, I keep asking them is there a faster way to get paid besides mailing a check. In this situation would they be able to put it on the card I have on file? I see that some people have been having trouble getting their checks cashed and I really don't want to go through that. Can you let me know? Thanks!

posted on January 19, 2016.

Hi SYDNI519,

Your situation is a bit complicated, simply because you have several withdrawals in multiple casinos. I spoke with Ally on this and she explained she has already been in contact with you to give you the timeline on each of your withdrawals.

There is one bit I need clarification on, so I'll need to speak with Ally again in the morning and I'll be back later in the day with a full synopsis of what to expect.

Tawni

posted on January 19, 2016.

Hi Tawni, I can understand that because I have multiple withdrawals at different casino might cause a delay for processing, but I still don't see why they have been lying to me. I was told my escalations (Jamie) that my planet 7 withdrawal was sent to processing about 2 weeks ago and I would have a tracking number by the end of that week. In fact it had not been sent. Planet 7 was the first withdraw I requested so it should've been paid on time. The others were requested days later, and was also delayed on being sent to processing. Regardless of the other withdrawals, the planet 7 should have still been paid to me by Jan 5. It's not fair that I've been waiting almost a month since it was approved. I have no tracking numbers from anywhere right now. This is not acceptable. I feel like they've taken advantage of me, lied, and gave me the runaround.

posted on January 23, 2016.

Hi SYDNI519,

I've spoken with Ally again regarding this and she told me that she's been in touch with you since your last post. I understand she's explained the issues involved with the multiple withdrawals (you're incredibly lucky--congrats!) and she's setting up a second payment method to hopefully move things along a bit quicker.

Again, I'll continue to keep an eye on this for you.

All the best,

Tawni

posted on January 23, 2016.

Thank you Tawni, but I've been told by customer support that I would have a tracking number by this weekend. Today is Friday and I still don't have a tracking number. I'm happy for my winnings but I hope to get to actually see them. It still doesn't make sense that I've been waiting a month now for a tracking number, although the terms and conditions state I'll be paid within 7 business days. This still isn't fair and I want to know who is to be held accountable for this? Again, I can understand if the other payments were delayed due to the withdrawals within the group of casinos, but it doesn't answer the question of why have I been waiting for one month for one tracking number out of the 4 casinos? I still think I should have been paid at LEAST the withdrawal on time. Can you please provide me with answers for this Tawni? Thanks

posted on January 27, 2016.

Hi SYDNI519,

I'm so sorry about the delays you're experiencing. I tried to hunt Ally down today in the hopes of getting some firm information, but unfortunately I missed her.

I have put in a message to her, so I should have updated info for you by tomorrow afternoon.

Tawni

posted on January 27, 2016.

I received a tracking number today for the smallest winnings from captain jack casino. Royal ace casino was sent to processing on 01/12,same day as captain jack (even though they were both approved 12/29). Hopefully I will have that tracking number tomorrow. Ally told me the planet 7 has been sent to processing, so I'm guessing I have to wait up to business days or longer for that one. I'm still upset at this whole process and no one has taken responsibility for it. All they tell me is thank you for being patient. My patience has been gone since last month. My questions still aren't answered.

posted on January 31, 2016.

Hi SYDNI19,

I absolutely understand your frustration, but I do believe Ally has done her best to address the 'why' within this. This all comes down to the fact that you've had so many wins within so many brands and we have certain velocity limits with our processors. Further complicating things is that we have a bit of an unforeseen backlog with our processors, so this has been difficult--for you and other players.

I just want to continue to reassure you that you will be receiving all of your withdrawals.

Tawni

posted on January 31, 2016.

I received the tracking number for planet 7 today. It should be here Monday. I would like to keep this complaint open, I am still waiting on Royal ace and silver oak. They told me Royal ace was sent but then denied by the courier so they will have to send it again. No updates with silver oak yet. I will feel a little better once I get my check from planet 7 for $1896(approved 12/23), Royal ace for $1018(approved 12/29&01/05), silver oak $546(approved 12/30).

posted on February 1, 2016.

I just received the planet 7 check. I'm going to deposit it in the bank. I sent Ally an email to check on my Royal ace and silver oak winnings. I'm waiting for her reply.

AskGamblers
posted on February 4, 2016.

Based on the last player's post we consider this case as Resolved and officially closed.