Complaint #804
Planet 7 Casino
Frozen Account for 8 Weeks, Bogus Charge Back Allegations
8 years ago
Hello,
On May 4th 2017, I made a deposit with my MasterCard for $37.23. On the P7 website the deposit was approved but I was not credited any monies to my account. I checked with customer service via chat and was told that no deposit is showing in the system, at which point I checked with MasterCard and a charge was approved for $37.23 from RDHTLUCKYLOTTSONLINE Shen Zhen Shi GUa 15001 CHN. I immediately contacted customer support and explained the above situation and was told I need to send an email to timeout@casinosupportcenter.com explaining what happened (see attachment 1). On May 5th 2017, I received an email from Roland at timeout@casinosupportcenter.com with the following instructions
"The payment with the Transaction ID 30142186 of $35, was deducted from your account, however due to some processing issues the payment was not accepted from our end. I am sorry for the inconvenience." (Full email Attachment 1)
I promptly contact MasterCard and sent them a copy of the email and was refunded $37.23 on May 7th 2017. I continued to make deposits for the week using bonus's and had no problems what so ever with my account. On or about May 15th 2017 I won about $65,000. I verified with customer support that I had no withdrawal restrictions and immediately submitted withdrawal requests in $2,500 increments totaling $60,000. I was told that when you have pending withdrawals, do not use any bonus or take any free spins. I continued to gamble with the 5k that I left in my account. I waited the mandatory 5 days for the payments to be approved and contacted customer service to inquire why I was not seeing any approved payments.
I was told that my account had been suspended on May 11th 2017 due to a charge back from my MasterCard in the amount of $37.23 on May 4th and that until that is cleared up no payments can be approved. I explained the situation to the agent and asked that I resend the supporting documents to Planet7@viphelpmanager. I checked back in a couple of days and my account was still suspended and this time I was requested to send the supporting documents to [email protected]. I continued to check back every week for the couple of weeks and each time I was told the same thing 1) I am sure our finance department is working on it and 2) please send in the supporting documents just again.
From the 3rd week in May through June 23rd I have sent the same email with supporting documents 7 times, and as of today 7/26/2017 my account is still suspended from the May 4th incident.
I have attached the emails from May 4th and several of the chat sessions with your agents.. Due to my own stupidity I have given back my entire winning to your casino, but I was not back at 0$ until the 2nd week of June.
I have won money a couple times in the past 6 months and each time the only way I receive a check is taking the time and filling a complaint with AskGamblers. Not once has your Casino ever come close to delivering a withdrawal close to the promised dates. While I do not expect you to reinstate my winning, I would like my account released and I would expect some bonus chips commensurate with my winnings be credited to my account.
I have been a loyal VIP customer and have spent thousands with your Casino. I trust that upon reviewing my account and the documentation you will agree that I have been grossly mistreated.
I look forward to your response.
Sincerely
Andy
On May 4th 2017, I made a deposit with my MasterCard for $37.23. On the P7 website the deposit was approved but I was not credited any monies to my account. I checked with customer service via chat and was told that no deposit is showing in the system, at which point I checked with MasterCard and a charge was approved for $37.23 from RDHTLUCKYLOTTSONLINE Shen Zhen Shi GUa 15001 CHN. I immediately contacted customer support and explained the above situation and was told I need to send an email to timeout@casinosupportcenter.com explaining what happened (see attachment 1). On May 5th 2017, I received an email from Roland at timeout@casinosupportcenter.com with the following instructions
"The payment with the Transaction ID 30142186 of $35, was deducted from your account, however due to some processing issues the payment was not accepted from our end. I am sorry for the inconvenience." (Full email Attachment 1)
I promptly contact MasterCard and sent them a copy of the email and was refunded $37.23 on May 7th 2017. I continued to make deposits for the week using bonus's and had no problems what so ever with my account. On or about May 15th 2017 I won about $65,000. I verified with customer support that I had no withdrawal restrictions and immediately submitted withdrawal requests in $2,500 increments totaling $60,000. I was told that when you have pending withdrawals, do not use any bonus or take any free spins. I continued to gamble with the 5k that I left in my account. I waited the mandatory 5 days for the payments to be approved and contacted customer service to inquire why I was not seeing any approved payments.
I was told that my account had been suspended on May 11th 2017 due to a charge back from my MasterCard in the amount of $37.23 on May 4th and that until that is cleared up no payments can be approved. I explained the situation to the agent and asked that I resend the supporting documents to Planet7@viphelpmanager. I checked back in a couple of days and my account was still suspended and this time I was requested to send the supporting documents to [email protected]. I continued to check back every week for the couple of weeks and each time I was told the same thing 1) I am sure our finance department is working on it and 2) please send in the supporting documents just again.
From the 3rd week in May through June 23rd I have sent the same email with supporting documents 7 times, and as of today 7/26/2017 my account is still suspended from the May 4th incident.
I have attached the emails from May 4th and several of the chat sessions with your agents.. Due to my own stupidity I have given back my entire winning to your casino, but I was not back at 0$ until the 2nd week of June.
I have won money a couple times in the past 6 months and each time the only way I receive a check is taking the time and filling a complaint with AskGamblers. Not once has your Casino ever come close to delivering a withdrawal close to the promised dates. While I do not expect you to reinstate my winning, I would like my account released and I would expect some bonus chips commensurate with my winnings be credited to my account.
I have been a loyal VIP customer and have spent thousands with your Casino. I trust that upon reviewing my account and the documentation you will agree that I have been grossly mistreated.
I look forward to your response.
Sincerely
Andy
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