Complaint #1072 Planet 7 Casino

Delayed payments for $630, $816, and $983

By rikardp

8 years ago

Message on forum

Hello, so I have approved payouts from planet7 that have now taken longer than their alloted time that is laid out in their own terms of service. My first payouy is for $630, which was approved 11/11/2017. This has been supposedly escalated and I have not been given any other follow up information regarding this pay out besides "they're working on it." The other two payouts are for $816 and $983, which were both approved 11/23/2017. It has now been past the 7 business days their terms of service lays out on their website, so I am coming here to try and find another resolution. I understand it's probably a difficult tasking trying to manage 1000s of payouts, but I don't think it's too unreasonable to hold a company to the terms of service they themselves layout.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $1446

Discussion

Planet 7 Casino

• Representative

8 years ago

Hi Rikard--

First, don't worry about how you sounded in your earlier post--I wish some of the complainers were as 'rude' as you were (you weren't rude at all). I absolutely understand your frustration.

The reason why other employees gave you incorrect information is that the notes on your account were to say the least, poorly written. So poorly written, that I even got this slightly wrong. It wasn't until I did further digging that I got to the bottom of exactly what happened and I'm hoping I'll be able to explain this better, this time around...

The initial withdrawal amount requested that is in question was $1001. You had received a bonus to amass this withdrawal amount (Deposit $50 coupon 370% No Rules Bonus + 50 FREE SPINS in MEGAQUARIUM - bonus total $185) and all of our bonuses are non-withdrawable. When your request was being reviewed, the agent removed $18 from your withdrawal request in error (should have been $185 removed). As soon as he realized his mistake, the funds were reverted back into your account (this is a matter of accounting policy) and moments later, the withdrawal request was approved, this time for the correct amount of $816 (the $185 bonus amount removed from your withdrawal). As you can see from my post on December 14th, the $816 was already paid withing that Bitcoin payment issued to you, December 8th.

Why this was so confusing was the aspect of the funds being returned to your account--it was literally in your account for all of two minutes and then removed again when the request was accurately approved.

I hope this clears things up--I'm so sorry for all the confusion with this.

All the best,

Tawni

rikardp

• United States

8 years ago

Sorry if I my last post came off as rude. I genuinely am just trying to understand why literally everyone I spoke to said yes you have an approved withdrawl for 983, yes you have an approved withdrawl for 983, for the past month when you say that the person who made the mistake, instantly realized and corrected it and returned the funds. The last part of which, I dont recall ever as having happened.

rikardp

• United States

8 years ago

So what you're saying is my withdrawl for 983 was supposedly approved by mistake, then declined for whatever reason? Why was it declined?

And second you're saying those funds were readded to my account followng the supposed mistake approving my withdrawl? I am having trouble understanding this because I don't ever recall just suddenly having $983 in my account, and if I did where is it? I wanted to withdrawl that money, so I wasn't going to play with it if I saw it got returned.

Also, if the person who approved my withdrawl instantly relized their mistake and fixed it, then why has everyone single person from every area of your customer service all told me I had indeed had an approved withdrawl for 983$ when I was inquiring about my withdrawls. This includes a genetleman from your VIP Players Support who called me and again confirmed that I had an approved withdrawl for 983$ about to be paid out.

I am having a tough time understanding this situation at all because from my perspecitive I just had 983$ vanish. You say a mistake was made then instantly "fixed" and my withdrawl was subsequently returned, however I never saw it. Meanwhile literally 8 different peope from your customer service all tell me the withdrawl was approved and about to be paid. I am not accusing you guys of anything shady and maybe I am grossly misunderstanding here, but it seems to me like there was maybe some break down in communication or in the sharing of information that led to my 983 neither be approved or returned to me... Some clarification and resolution here would be greatly appreciated..

Regards

AskGamblers

• Support Team

8 years ago

Dear @rikardp,

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.

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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Wins removed

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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