Complaint #869
Planet 7 Casino
Delayed Payments
8 years ago
In April of 2017 I won a approx $16000 at Planet7. A Bonus Coupon was used initially, and the initial deposit was $60. The Coupon had a no-limits cap and a max cashout of $35000. So, I played thru a large amount and at the $7500 mark decided to withdraw the funds. The casino has a max withdraw of $2500 at a time and according to their website the payouts would be weekly. I made three max. withdraw requests, each for $2500, with the expectation that once the withdrawal was approved, i would receive 3 x $2500 payout on consecutive weeks. The withdrawal request sat in my account for about a month, when finally i was notified the the withdrawal was approved for the sum of $7440 on June 13. The funds where removed from my account and the initial deposit was subtracted from the cashout - as stated would happen in their terms and conditions.
I have made several chat session contacts regrading this withdrawal, but according to the terms and conditions, I should wait at least 20 business days before pursuing the withdrawal further - so I did. July 11 I resumed the discussion. I have spoken; via chat, with several different agents, all acknowledge the withdrawal is approved and waiting for their finance department to process the withdrawal. In each case I was told they would escalated the request. When I contacted another agent a couple of days later, was told the request was not escalated and the agent said they would escalate it with no explanation why it wasn't done with the previous agent - after being told it was escalated. In the last week, on Monday, I phoned customer care, the agent reported the request not escalated and he said he would escalate the request and that the payment should be made in the next payment cycle which was on Wednesday or if it didn't make that payout then Friday - maybe. Wednesday came and went, so I contacted customer care; and they verified the claim was escalated and to be patient - high volumes have delayed payouts, but everyone will get their money. Friday came - still nothing. I seem to get the same answer every time, and not making any progress.
I have made several chat session contacts regrading this withdrawal, but according to the terms and conditions, I should wait at least 20 business days before pursuing the withdrawal further - so I did. July 11 I resumed the discussion. I have spoken; via chat, with several different agents, all acknowledge the withdrawal is approved and waiting for their finance department to process the withdrawal. In each case I was told they would escalated the request. When I contacted another agent a couple of days later, was told the request was not escalated and the agent said they would escalate it with no explanation why it wasn't done with the previous agent - after being told it was escalated. In the last week, on Monday, I phoned customer care, the agent reported the request not escalated and he said he would escalate the request and that the payment should be made in the next payment cycle which was on Wednesday or if it didn't make that payout then Friday - maybe. Wednesday came and went, so I contacted customer care; and they verified the claim was escalated and to be patient - high volumes have delayed payouts, but everyone will get their money. Friday came - still nothing. I seem to get the same answer every time, and not making any progress.
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