Almost 3 months and still no check

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.

Although there was never an update on here from Planet 7 as stated there would be above and I did not receive an email with tracking information until 5 AM this morning, not the 2 days prior as I was also told, I did receive a check today.

Since I did not receive a tracking number yesterday or today I checked in through chat tonight to try finding out the tracking number and this is the exact frustration that many of your players are experiencing. I was blatantly lied to and told that a check had been sent on the 13th. Even after questioning that date and telling her that I had previously been told something different she persisted that a check had been sent on the 13th. It's almost impossible to get a clear and straight answer regarding checks, it's not until the end after a lot of mumbo jumbo about processes and me repeatedly asking when she finally says no the check is not en route to you which is what I should have been told from the very beginning. Your customers should not have to go through this kind of run around just to get an answer.

Me: I am wondering if my check has been sent yet and if you have a tracking number for it.
Planet 7: Yet it was sent out on the 13th.
Me: My understanding from previous chats is that it went to the processor on the 13th, not that the check was actually sent. I am wanting to know if it has been sent yet.
Planet 7: The note I see here says it was paid on 12/13/16 which means it was sent.
Planet 7: I see it was escalated and then I see paid on the 13th.
Me: It was supposed to be overnight delivery so if it was sent on the 13th shouldn't I have a tracking number by now and the check.
Planet 7: Have you check your spam just in case.
Me: I just looked and there is no email with a tracking number.
Planet 7: May I ask who told you it would be sent overnight?
Me: I have previously received 2 checks and they were both sent fed ex overnight delivery.
Planet 7: I am just checking your account now, bear with me.
Me: I would just like the tracking number.
Planet 7: As Ok I just spoke to my manager
Planet 7: So 2 days before delivery Fedex sends you a confirmation email
Planet 7: It isn't actually overnight it will be 7-10 business days
Me: If it was sent on the 13th there should be a tracking number by now. I just want the tracking number.
Planet 7: Unfortunately you won't get a tracking number until the 2days before it is about the be delivered.
Me: I have been repeatedly been told through chat that I would be provided a tracking number as soon as payment is sent.
Planet 7: The payment has been sent out of our company to our processor. Once they receive it it takes 7-10 business day. Then Fed ex will send you that tracking number in the 2 days before it is due to be delivered. ]
Planet 7: There are international banking limitations that may incur in delays caused by the third party processor we must work with.
Me: So it was only sent to the processor on the 13th and the check was not actually sent on that day?
Planet 7: First it is approved by us, then we have to actually send it out this is the second part, then once our 3rd party processor get it, they process it and write the check.
Planet 7: The regular processing timeframe for withdrawl goes through three stages. The first two, aprovval and processing take around 7-10 business days each (This may be longer due to third party limitations). As you VIP host I will do my best to expedite these processes for you.
Planet 7: The third stage is handled by the third party processor, thus we need to wait for confirmation for an estimate arrival date depending on the method.
Planet 7: I recommend you contact me once you request a cashout so I can help you as much as possible.
Planet 7: I need to remind you that delays may occur, so if you feel your withdrawal is taking too long please contact me so I can find the best way to help you.
Planet 7: The time frame for withdrawals is 3 business days to be approved and 7 business days to be sent, plus the delivery time, which may vary according to processors limitations.
Me: You said earlier in the chat that the check was sent on the 13th. Was a check sent on the 13th or not or was it sent to the processor on the 13th and is it still waiting to be given to Fed Ex?
Planet 7: This is what happens, We send a batch of payments out and the processors make the checks and 7-10 business days from it saying "paid" in your account you should then see a tracking number.
Planet 7: Yours has been sent on the 13th to our 3rd party who is going to make you the check.
Me: So the check has not actually been sent to me yet?
Planet 7: you should be receiving the tracking number any day now.
Planet 7: No the check is not en route to your house yet but it could be anyday within the 7-10 days.
Me: thank you
Planet 7: To break it down. Once your account says paid....it is 7 to 10 business days.
Me: Your processes and what goes on behind the scenes doesn't really interest me. What does interest me is when I will be receiving the check I have been waiting over 3 months for and not being told that it has been sent when it clearly has not.

Chat ended.

Hi Christina--

I'm very sorry for the delays and frustration you've experienced with this.

I've reviewed your account and I do see your payment was already sent to processing and I would expect to see your tracking later today or tomorrow.

As soon as your tracking comes through, I'll come back and update this thread.

All the best,

Tawni