Complaint #239
Planet 7 Casino
Delayed Payments and a Manager Withdrawal
10 years ago
I made two withdrawals in June 2016 from Planet 7 Casino and have not yet received any payment.
The first one was for $1000.00 and was requested on 06/03/2016 at 11:42 PM. Since then, the following has happened:
On 06/07/2016 at 12:33 PM, a check withdrawal was approved for $825.00
On 06/07/2016 at 12:33 PM, a check withdrawal was declined for $175.00 (I do not know why)
On 06/07/2016 at 12:33 PM, a manager withdrawal was requested for $175.00 (I do not know why)
On 06/07/2016 at 12:33 PM, a manager withdrawal was approved for $175.00.
On 06/12/2016 at 5:44 PM, I received an email from Natalie with Planet 7 Casino (help@planet7mail.com) that says: "Your documentation is on file and the payment for $825 was approved already. Your payment was approved already -this approval is when we send the payments to the processor to issue the checks- however the check has not been sent out yet. The processor has up to 7 business days to issue the check, once the check has been issued we will have a tracking number to provide and the payment will arrive shortly after.”
I have spoken with the withdrawals department multiple times via Live Chat and I have been told that this payment has been sent to the escalations department, which is a far cry from the email I received from Natalie on 6/12 in which I was promised a tracking number for my payment within 7 business days.
The second one was for $359.00 and was requested on 6/12/2016 at 3:15 PM. Since then, the following has happened:
On 6/14/2016 at 1:05 PM, a check withdrawal was approved for $359.00.
Again, I have spoken with the withdrawals department multiple times via Live Chat and as of today, I have been told that his payment has been sent to the escalations department. This is once again, a far further wait than the 7 business days from the day of approval.
I sent Ally in escalations an email to follow-up on all of this and I am hoping that posting here may also help me get an answer on why my payments are delayed. Nobody has sufficiently given me an answer as to why $175.00 was taken out of my first withdrawal request.
The first one was for $1000.00 and was requested on 06/03/2016 at 11:42 PM. Since then, the following has happened:
On 06/07/2016 at 12:33 PM, a check withdrawal was approved for $825.00
On 06/07/2016 at 12:33 PM, a check withdrawal was declined for $175.00 (I do not know why)
On 06/07/2016 at 12:33 PM, a manager withdrawal was requested for $175.00 (I do not know why)
On 06/07/2016 at 12:33 PM, a manager withdrawal was approved for $175.00.
On 06/12/2016 at 5:44 PM, I received an email from Natalie with Planet 7 Casino (help@planet7mail.com) that says: "Your documentation is on file and the payment for $825 was approved already. Your payment was approved already -this approval is when we send the payments to the processor to issue the checks- however the check has not been sent out yet. The processor has up to 7 business days to issue the check, once the check has been issued we will have a tracking number to provide and the payment will arrive shortly after.”
I have spoken with the withdrawals department multiple times via Live Chat and I have been told that this payment has been sent to the escalations department, which is a far cry from the email I received from Natalie on 6/12 in which I was promised a tracking number for my payment within 7 business days.
The second one was for $359.00 and was requested on 6/12/2016 at 3:15 PM. Since then, the following has happened:
On 6/14/2016 at 1:05 PM, a check withdrawal was approved for $359.00.
Again, I have spoken with the withdrawals department multiple times via Live Chat and as of today, I have been told that his payment has been sent to the escalations department. This is once again, a far further wait than the 7 business days from the day of approval.
I sent Ally in escalations an email to follow-up on all of this and I am hoping that posting here may also help me get an answer on why my payments are delayed. Nobody has sufficiently given me an answer as to why $175.00 was taken out of my first withdrawal request.
Planet 7 Casino Complaint Stats
Resolved
1468 / 1543
Avg. Amount
$3,548
Avg. Complaint Duration
16 days
Avg. Response Time
3 days
Planet 7 Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 1415 out of 1487 complaints in this category have been resolved.
This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.
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