Planet 7 Casino - Wrong Payout Calculation/Delayed Payment

UNRESOLVED
Lisa B United States
posted on October 30, 2016.

I’ve been playing at Planet 7 casino for quite a while now. Lately, I’m getting more frustrated because I’m unable to contact support for account questions plus it seems that they finance is taking much longer to approve withdrawals. I keep getting emails about being a VIP and bla, bla, bla, but VIP status apparently means nothing. I tried to resolve this issue by contacting live chat support, but after waiting for such long period of time, and not getting a reply I had to finally give up. SO I took the next approach and tried contacting telephone support (a few times), still no answer and I only got a recording.

My issue today is that I submitted two withdrawals. One on Oct 18 and the other on Oct 19.

1. On 10/18 - $500 withdrawal was won off of my daily FREE spins. I see that they removed $150 leaving my withdrawal at $350. THIS IS WRONG. I should get the full $500 because my account had a $0 balance when I started my daily free spins.

2. The 2nd withdrawal on the 10/19 was for $650 minus the $150 deposit bonus totaling $500. They DID calculate this correctly.

I should have a $500 check + $500 check totaling $1000 NOT a total of $850.

Can somebody from Planet 7 kindly advise what’s going on with my account and why they are trying to remove $150 off of my daily free spins wins?

AskGamblers
posted on November 3, 2016.

Dear Lisa,

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

Lisa B United States
posted on November 3, 2016.

Dear AG,

I did receive a check yesterday in the amount of $850.02, but it's short by $150. I have gotten absolutely NO response on this issue and I've tried all means of communication before posting here. In fact, the day that I posted my complaint here on AG, I also emailed the P7 payouts department requesting they look into my issue, but still no reply.

Thank you very much for the follow up.