Complaint #183 Planet 7 Casino

Can't get $2100 withdrawal

By Ladubb

10 years ago

Message on forum

I read the terms and conditions correctly after requesting a withdrawal and it was declined for not meeting the payout standards. Great! so I played and won again. This time I requested$200 in regards to the bonus and also another request for $2000. On May 11, 2016 my withdrawal was approved by the manager, and the funds that I had left over ($200) was requested in another withdrawal request. I was told that it would take 7 days before I would receive a tracking number. Now all of a sudden when I contact Planet 7 about the tracking number, they tell me I do not have a withdrawal. Please help me. I have attached the section of my account history showing the manager approval.

Thank you in advance for any help you can give.
LADubb

Disputed Casino Planet 7 Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

9 years ago

Based on the submitter's last post AskGamblers Complaints Team is now considering the case as resolved and it is being officially closed.

We would like to thank both parties involved into the dispute for their cooperation.

Ladubb

9 years ago

No I am not satisfied, but you can close the complaint. I jut won't play at that casino anymore. Thank you Askgamblers for your assistance.

AskGamblers

• Support Team

9 years ago

Dear @Ladubb,

Are you satisfied with casino's response can we close this 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.

Planet 7 Casino

• Representative

9 years ago

Hi Ladubb--

I'm really not certain how I dropped your issue off my list--I sincerely apologize for that.

Your issue is really quite a simple one: There are two different types of withdrawals--one is a 'player withdrawal' and the other is a 'manager withdrawal.' A player withdrawal is when a player removes funds in order to receive payment. A manager withdrawal occurs when management removes bonus funds from the player's withdrawal. This point is very clear on our terms and conditions page:

15. An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

https://www.planet7casino.com/terms-conditions.php

In this instance, you achieved the $2200 when you were using a Players Reward Card (PRC). PRC's have very strict terms and conditions applied:

Unless otherwise stated, this offer may not be combined with any other bonuses offered by participating casinos.

This is a Play Bonus - the bonus credits are for wagering purpose only, and only winnings from the bonus (and not the bonus itself) may be cashed out. At the time of a cashout the amount of the bonus will be deducted from the balance.

Players may only cash-out a maximum of two (2) times the amount of the Players Rewards Card amount deposited.

https://www.playersrewardscard.com/terms-and-conditions.php

When you made your withdrawal, you had $200 remaining in your account (which you ultimately played down to zero). The manager withdrawal swept through, removing the portion of funds you were not eligible to withdraw for payment.

Further, this was all clearly explained to you via live chat, back on May 22nd, so I'm really not certain why this is still a discussion?

I do apologize for dropping the ball where my replies are concerned (absolutely not good on my behalf). Unfortunately, when all is said and done, you simply misunderstood the 'manager withdrawal' term, as well as the overall terms and conditions relating to the PRC.

All the best,

Tawni

Planet 7 Casino Complaint Stats

Resolved 1465 / 1540

Avg. Amount $3,548

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Planet 7 Casino Complaints

See all complaints for this casino

Delayed payment on withdrawal request

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Nataniel690 here

Please see the attached confirmation of completion of playthrough by two different agents

I can confirm I used a $100 max/min cashout coupon.

I was previously told my withdrawal would be canceled since I had outstanding playthrough of $883 however on Wednesday I played Vegas and played down all playthrough.

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I would appreciate it if I could get my payment as soon as possible. After all, I am VIP for a good reason, when I deposit my money is taken immediately.

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