Planet 7 Casino - So difficult to get my winnings

RESOLVED
posted on May 5, 2016.

HI,

I won $5000 on Planet 7 Casino and did my first withdrawal on March 24th and on April 7th it got approved, then every week the rest was going to be paid.

They requested additional documents and I scanned and emailed to them, they approved all my winnings.

First they said they would send me an check, then they said I could get a prepaid card, but every document I've sent to them they've accepted.

I liked playing at their casino but now I've stopped.

I also have emails confirming that they would pay me with this prepaid card. I've called them over 15 times and it's always the same story it's being processed.

The VIP agent assigned to me has even become rude and condescending. In today's call I told him that these are all delay tactics and it wasn't fair, and he said 'I agree, what do you want me to say?'

Other casinos that I've played at before always paid up, but Planet7 is terrible.
They keep stalling me by saying it's the 3rd parties fault, that they have approved the payments but there is nothing they can do.

today I told Kevin they should just send me a check, and he said that would take another 10 days but that it would come from the same 3rd party therefore it wouldn't make sense, and as of today he doesn't know when I would be paid.

This is unacceptable by all measures.

Your help would be greatly appreciated.

My casino ID is: missyeu

Thanks
Meral D.

posted on May 9, 2016.

Hi Meral--

I'm so very sorry about what you've been experiencing. I'm going to do my best to get this resolved as quickly and painlessly as possible. ;-)

I'm at home right now, so I don't have access to your information, but I will be looking into this and coming back with an update, tomorrow (Monday).

All the best,

Tawni

posted on May 10, 2016.

Dear Tawni

I'm still waiting on an update from you. Here's another week that has passed.

I e called the casino but I was on hold to talk to someone for 15 mins so I hung up.

Could you please give me an update. Thanks

Meral

posted on May 13, 2016.

Hi MeralD--

I'm terribly sorry for the delay getting back to you. It's been an unusually busy week for me and I'm doing my best to keep up.

I DO have good news for you, though--tracking came in this morning and I can see that you will be receiving a payment by 10:30 AM, tomorrow (Friday).

Your second payment has already gone off and I would expect to see the tracking on that, early next week (payment arriving the following day). Your third payment is set to be sent off early next week, so all should be resolved within two weeks.

Again, apologies for not getting back sooner, but trust I'm working hard on this for you. ;-)

All the best,

Tawni

posted on May 13, 2016.

Hi Tawni,

thank you for all that you are doing. From what I understand I am not getting a prepaid card but checks, however I've heard that most your checks are difficult to deposit, but I shall see.

Now, why was't I issued the prepaid card? I don't know after all the hassle.

But I thank you. Once all monies have been received and successfully deposited I will close this issue.

Thanks

Meral

posted on May 17, 2016.

Hi Meral--

To answer your question on the prepaid card: Unfortunately, the cards have been taking just too long to get to our customers. Had we continued down this path for you, it would have been another two weeks (at the least) before you'd receive the card and then another day or two after that for it to be funded. Getting the check off to you was clearly far more expeditious--you've already waited far too long.

As to depositing the checks, for a relatively small percentage of players, there's been some difficulty. Generally this is because they're using small, local banks or credit unions. If you're banking with a larger bank, it should not be any issue. If you find there is a problem, please contact us immediately.

With all that out of the way, the good news is that your checking came in earlier today and I can see that your second payment will be delivered tomorrow (Tuesday) by 4:30 PM. ;-)

Your next payment should be heading on off in the next day or so, with similar delivery next week. Of course, I'll continue to follow this to ensure all goes smoothly.

All the best,

Tawni

posted on May 18, 2016.

Hi MeralD--

Nothing but good news for you, today. ;-)

The tracking has come in on the remainder of your withdrawals and I do see both payments are set for delivery for tomorrow (Wednesday) by 10:30 AM.

Once again, I apologize for all your frustrations and delays with this.

I wish you all the best,

Tawni

posted on May 18, 2016.

Hi Tawni,

I had received the first payment about $2300 and something. I deposited at my bank and am waiting for it to clear.

today I received a notice from Fedex that they attempted a delivery but I wasn't there. So I will go and pick it up my self from FEDEX.

I thank you for everything you have done for me. It's unfortunate that it would take 2.5 months to get a winning paid out.

Thank you again, and should there be any problems I will let you know.

Regards,
Meral

AskGamblers
posted on May 18, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.