Ag Awards

Planet 7 Casino - Approved payment not recieved after 3 months and counting

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Amount $ 432
Posted on September 17, 2016

I made two withdrawal requests with planet 7 one on june 9th and again on june 11th, with both being approved by the 13th. I had requested cashiers check but was notified promptly that due to state laws the payment would need to be made via wwire transfer instead. I submitted the requested paperwork, admittedly the information I provided had two separate errors one of which was caught by the finance department, stalling the payment the second error wont come up for a month or so. It was here that the situation began heading in a downward spiral. For reasons unknown the withdrawals department did not bother contacting me to resolve the issue but rather I only found out after I called to see why the funds hadn't come. the information was corrected with a polite rep and I was assured that it would go out again withing a week and thought it was all set. I was wrong about that. Over the next two months I contacted them to check on the situation 2-3 times a week as I was never updated unless I made the contact. I have not once ecieved a single response to the dozens of emails I have sent to the various departments or individuals I was instructed to contact or had any of the many promises to have a manager call result in anything. This includes many referals to the "escalation dept" I was told would speed up the process. Each of the times I called in I spoke with someone who either showed nothing on my account after the very first june 13th payout or someone who told me a detailed account of the state each time vastly different than the last. One such conversation brought the second error to light. I called in and was told that the wire had been sent and confirmed as deposited into my account several days prior. I was shocked as Id still never heard anything from them that I didn't go drag out of them and more importantly I hadnt recieved any such deposit. It was here that I found I had given the wrong account number and was told that it would only be reissued following my bank revering the wire and their receiving the funds back. Believing that the wire had been made to another account I contacted My bank right away. It was at this point that I learned that the number the deposit was supposedly confirmed by was not even an account at all and that no wires matching the amounts were received by bank of america within a week long window by any one at all. So the whole story had been made up completely and is easily proven to be false but still to this day I have been told repetedly that the reissue will have to wait until the non exsistent wire is reversed by my bank. This obviously will never happen as it was never made to begin with but even if it had waiting a month and a half is beyond reason. No one I talk to will take any action to follow up on this situation only stating they are sorry for the delay and it should be resolved soon but to check back in a few days, Im told the funds are rightfully mine and am promised I will be paid in time. I have spent many dozens of hours dealing with this situation and still over 3 months later all I have received from the casino is the runaround and assurances that no one is willing to do anything to make happen. I am desperate at this point and It is clear I"ll never get the 432.50 approx that I am owed without doing something.

Posted on September 20, 2016

Dear Angelica,

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

Posted on September 24, 2016

Hi Angelica--

I've looked into this and the problem is simple: You supplied us with account information which was inaccurate--we sent the payment to the account information which you supplied. When you contacted us to inquire why you'd not received payment, we asked you to reconfirm your account details--these details were not even close to the details you initially provided.

Now, we have asked our processor to attempt a reversal on the wire, however, this can be a lengthy process. Until the reversal is resolved, we will not issue another payment. This was an error on your end and while this is surely frustrating, there is nothing that can be done until we've received notification that the funds we've issued have been recovered.


Posted on September 27, 2016

Dear Angelica,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Posted on September 28, 2016

While I did provide incorrect information I cannot accept responsibility the delay caused by a erroneous deposit that I contend ever even happend. I first learned of my error when I called in over a month ago to be told to my surprise that the payout I was checking on had been sent to and confirmed to have be deposited by my bank 3 weeks prior. It was the first I had heard of any wire planned or sent at all including the conversations Id had with P7 employees in the three weeks it had supposedly been deposited in my account. After stating that I in fact, had not received the deposit the rep read back the acct # at which point the error was noticed. I immediately corrected the info they had and called my bank to alert them of what had happened and recover the mis deposited funds. I learned that the # was not actually associated with any account with them. She also searched the wire transfers received and found no incoming wires in the amounts P7 says they sent with a week of the date into any account with BofA at all. I verified that with another agent as well as the automated system. I provided this information to planet 7, they then decided the best course of action was to wait it out. I was promised that a manager would contact when the funds were sent back from the bank. Now several weeks later when I call I receive the same apology and promise that I would be paid as soon as the funds were sent back by the bank. At no point has anyone ever bothered to even call BofA let alone make serious inquiries into locating nearly 500$. This apathy for customer relations is bad enough but it seems to extend to the level of concern to have for the competence and possibly honestly of the persons responsible for payment processing. Now even if there is some explaination for all that and the deposit did go through as claimed It would still be down to no one taking the initiative to look into what is obviously an error instead of assuming that it will somehow right itself after several weeks without so much as a review.

Posted on October 4, 2016

The complaint has been reopened as per Planet 7 Casino request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

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