Complaint #239
Planet 7 Casino
Delayed Payments and a Manager Withdrawal
9 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.
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