Ag Awards
Login
You are about to go to the Italian version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.
You are about to go to the German version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.

Planet 7 Casino - Been waiting for an $1100 withdrawal approval for 18 business days now

RESOLVED
fb_808227829321617 United States
Posted on May 30, 2017.

I submitted an $1100 withdrawal request on 5/2/17 and its still pending after 18 BUSINESS days. I've contacted chat support several times now and they keep giving me the same excuses over and over. Apparently they have SO many people winning at the casino and can't keep up with withdrawal requests. SMH My account has supposedly been escalated to the payout department (or some higher up department) three times now. Tawni, can you please help me understand what's going on and when can I expect my payout? Kind regards.

fb_808227829321617 United States
Posted on June 2, 2017.

WOW just got a $100 check in the mail. So I contacted Sam asking where the additional $1000 was at? He said that I was playing on monthly VIP insurance of $15 which was true, but I did NOT win this money on VIP insurance. My account balance was zero from that $15 because quite frankly, I don't care about monthly insurance because you can't win more than $100 on it. Once my account was at a $0 balance, I played my 14 FREE daily spins and won the $1100 on DAILY FREE SPINS (that depositing players receive) THAT HAVE NO WITHDRAWAL LIMIT. I have been playing with this casino for years as well as other online casinos and I KNOW the rules on bonuses very well and would NOT waste my time cashing out $100. PLANET 7 CASINO HAS OFFICIALLY LOST MY TRUST. Completely wrong on your part. Shame on your Planet 7!!!

fb_808227829321617 United States
Posted on June 2, 2017.

5/1/17 6:03PM - Do you really think $15 is going to last 6 hours and 11 minutes later???? Come on.....the account had a zero balance before I requested my daily free spins on 5/2/17!! Can hardly believe how you guys **** me after all my years with Planet 7.


05/02/2017 12:11 AM Free Spin Deposit Approved! $10.50
05/02/2017 12:11 AM Free Spin Deposit Requested $10.50
05/02/2017 12:11 AM Coupon requested
05/01/2017 06:03 PM Monthly VIP Insurance Deposit Approved! $15.00
05/01/2017 06:03 PM Monthly VIP Insurance Deposit Requested $15.00

Posted on June 3, 2017.

Hi Lisa--

I'm sorry to just be getting to you--I've been a bit swamped lately.

I'm going to have to request the logs for these transactions so that I can have a better understanding of what occurred here. Please give me a day or two to look into this and I'll come back with an update.

All the best,

Tawni

fb_808227829321617 United States
Posted on June 3, 2017.

Thanks, Tawni.

I look forward to your reply.

AskGamblers
Posted on June 7, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Planet 7 Casino management will soon jump in with an update on this complaint.

Posted on June 11, 2017.

Hi Lisa--

I cannot apologize enough for how long this is taking--believe me, I understand how players feel when they don't get responses.

I've not received what I need regarding your logs. I've sent another note to the manager who handles these sort of issues and I've been promised I will have this tomorrow. Fingers crossed, I should be able to sort through all of this by the afternoon.

Tawni

AskGamblers
Posted on June 15, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Planet 7 Casino management will soon jump in with an update on this complaint.

Posted on June 19, 2017.

Hi Lisa--

I'm having a little bit of a problem attaching a doc and this is about to expire. Give me just a few minutes and I should have this all done. ;-)

Posted on June 19, 2017.

Hi Lisa--

Sorry about that...

In the attached document, you'll see the transactions and why things panned out as they did.

You received a $15 VIP Monthly insurance that had a $100 max withdrawal limit. On top of the $15 you requested the free spins mixing the funds, therefore the funds are attached to the VIP monthly insurance regulation. This is why the $1000 was removed from your account.

I hope this makes things a bit clearer and I'm sorry for the disappointment with this.

All the best,

Tawni

fb_808227829321617 United States
Posted on June 21, 2017.

Hi Tawni,

Thanks for the cut and paste excel sheet. Unfortunately, I'm having a difficult time believing that the free spins was combined with the $15 bonus. I'm pretty positive that the $15 bonus was played down to $0 balance before requesting free spins. I DO NOT play on free $ and when it's added to my account I just play it out to get rid of it because its not worth playing on.

Thanks for your time.

Posted on June 24, 2017.

Hi Lisa--

I'm very sorry you're not believing this, but this is absolutely accurate. Perhaps this was a one-off misunderstanding on your behalf, but this is completely accurate.

I'm so sorry for the disappointment.

Tawni

AskGamblers
Posted on June 27, 2017.

Dear @Lisa,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

By subscribing you are certifying that you are over the age of 18.

Sign up for +350 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy

Try your luck with top-rated casinos on the market!

You have been inactive for 90 seconds