Planet 7 Casino - Heavily Delayed Verification

posted on December 15, 2015.

Hi Askgamblers

For 8 I sent in my veridication papers to Planet 7 Casino 8 days ago and the first person i talked to live Chat said it will take 3 days for the verification to complete and 7 days for the withdrawal to complete. I said okey thats fine. But its been 8 days now since i sent in my verification papers and i havent heard a single word from them... no email whatsoever.

I tried contacting them in the live chat, but every support staff i talk to there give me different time frames, Last sunday i asked them when the verification would complete, they said Monday... Monday came and went, with no words from the casino. I messages them again monday night... then they said in a few days... This has been going on for 4 over a week now... And im afraid i wont get my withdrawal nor my verification to complete. I hope you can help me out here

posted on December 16, 2015.

Now i have been banned without notice. All i did was ask for my withdrawal. They dont answer to me by mail or Chat either. I won these 100 dollar fair and square through their free chip bonus. I sent in all the verification papers, and now this.

I dont know what to do anymore.

posted on December 16, 2015.

I just talked to them on the chat, and they give me no info whatsoever... they even closed the chat right in my face before i even got to say anything. Here is a screenshot.

posted on December 22, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on December 22, 2015.

Hi moretea12321,

I’m sorry for the delay in response.

First, I’d like to apologize about Natalie’s handling of this issue. It was to be sure, not the way we expect our Support Team members to deal with things. I can assure you that she has been properly reprimanded for this.

I’m fairly certain you’re already aware of everything regarding this, but just to recap and so everyone understands, here’s what happened: You were playing on a free chip, which you won on and subsequently were hoping for withdrawal approval. You registered your account in Norway (which is a country where free chips are allowed), but were logged in from Sweden (where free chips are not allowed). This is where the trouble came in.

The free chip/country was certainly an issue, but the fact that you were logging in from a different country raised a flag with our Fraud Team. It’s because of this that you faced a bit of scrutiny.

After further information from you, our concerns were cleared up and yes, your withdrawal has been approved.

I hope you accept our apologies regarding Natalie and can understand why it was necessary to escalate this withdrawal request.

All the best,


posted on December 22, 2015.


I can understand that I got flagged cause of that. But the part that made me sad was the chat on support. But as you just clarified it was a misunderstanding. I also apriciate the email you sent me yesterday that brighten my Christmas up quite abit and I hope my withdrawal will be completed soon

I just wanna ask why I can't use my account anymore. Even if I reset password I am not allowed to log in. Ifi can get my account with you up and running again so I can play in the future then I consider this case for resolved. I just need your confirmation that my account is unlocked.

Thanks again for the kind emails. I give the support 10 out of 10!

posted on December 22, 2015.

All misunderstandings has been taken care of.

This case is now resolved.

posted on December 23, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.