Planet 7 Casino - $2500 Withdrawal Delayed

RESOLVED
Andy Bashkin United States
posted on September 15, 2016.

I am a new player at Planet7 and was fortunate enough to win in my first day or two. I did deposit funds and used some of the matching promotions for slot play only. I sent the appropriate withdrawal paperwork and documentation and received an email on 8/26 from Robin (withdrawal department) congratulating me that my “withdrawal request has been approved …. We are going to send you a check through FedEx or DHL……..”. I did not hear anything for 10 business days and contact the casino via chat on the 11th business day and was told to wait another day or two. After waiting two days I contacted the withdrawal department on 9/1 for an update and was told that they have not heard anything back from the processor and my case would be escalated. I did contact the withdrawal department on 9/2 thinking that an escalated case should have some new information within 24 hrs. I was informed by the agent (via chat) that it takes 48 to 72 hours generally for any information regarding an escalated issue. I waited three business days and contacted the withdrawal department again 9/12, this time I was told that the processor is behind schedule due to the volume of checks and I was asked to email my bank wiring information to Tara an escalation Mgr. in the withdrawal department.

I submitted all the information in the format that was requested and followed the instructions to have my user name and casino name in the subject line. I immediately received an automated response she (Tara) is handling a high volume of emails and to expect a response in 2 – 4 business days. After reading several of the other complaints they all have the same pattern and facts as me. Considering the success rate of filing a complaint with AskGamblers, I thought I would see if you can help in getting my withdrawal.

I do want to add that everyone I have dealt with at Planet7 either on the phone or via Chat have been very friendly to deal with. I want to continue to use there site but this has made me very gun shy. If I do receive my winnings I will be back.

I look forward to your help getting this matter resolved.

Andy Bashkin United States
posted on September 20, 2016.

The frustration continues with lack of communication from Planet7. The AskGamblers support team is resetting the 96 hour clock, Since I received NO response at all from Planet7

posted on September 20, 2016.

Hi Andy--

I'm sorry for both the delays with your payment and my late response to you here. Unfortunately, I've had to take a couple of personal days off.

I've looked at your account and I do see that your payment has been sent off to our processor. I'm hoping to have tracking by the end of the week--as soon as tracking comes through, I'll post with an update.

All the best,

Tawni

Andy Bashkin United States
posted on September 20, 2016.

Tawni,
Thank you for your prompt response. I was asked and sent my bank wire information to you via email last week I did revive your response that you would contact me within 2 to 4 days. I did follow the format that you requested. Since you were out last week i just wanted make aware of the information. Thank you again for responding

Andy

posted on September 21, 2016.

*Hi Andy--

I'm out of the office until morning, but I'll check on this first thing. Wires are actually faster and easier--I'm not certain why it showed a check.

This may have simply been an error on my part (Monday's are never my best day). One way or another, I'll have things sorted out, straight away and I'll report back.

Tawni

Andy Bashkin United States
posted on September 21, 2016.

Tawni,

Thank you for the update. My faith has been restored.

Andy

posted on September 22, 2016.

Hi Andy--

I've checked into why a check vs. a wire and it was essentially two people in our finance department getting their wires crossed. The person receiving your wire details did not mark your account as 'details received,' and so the person issuing payments to the processor simply issued a check.

I did try to pull the check back, however, I found that it is already in the processors hands, so there's not much I can do at this point.

I'm hoping that tracking will be in by Friday. Of course, I'll be back to fill you in. ;-)

Tawni

Andy Bashkin United States
posted on September 22, 2016.

Thank you for the update.

Andy

Andy Bashkin United States
posted on September 22, 2016.

Tawni,
Great news the check arrived via FedEx this morning.

Thank you for your help !!!!

Andy

AskGamblers
posted on September 22, 2016.

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.