Complaint #2255 Planet 7 Casino

Unpaid Bitcoin Withdrawal Request

By Laura F.

4 years ago

For my birthday I received a promotional bonus code and I deposited money and used the promotion code. Played for a few days and won and satisfied all bonus requirements to be able to withdraw (or so I thought) and requested to withdraw $100.00 waited and on the 10th day my withdraw request was declined. So I messaged the casino in the chat and was told the only requirement not satisfied was that I had to withdraw a minimum of $190.25. So I changed my withdraw request to $195.00 and submitted it.

I waited 3 days and then messaged to double check and make sure there was nothing needed on my end and was told no there was not but they would escalate my claim and to message back in 2-3 days if I didn't hear from them.

After another 3 days passed I messaged and was told that they didn't receive the bitcoin deposit address for my withdrawal, (which not sure how that is cause you have to provide in order to complete the withdrawal request) so I gave them the bitcoin deposit address again and was told it was being escalated again and to give them 2-3 days.

I waited again and messages and was told pretty much nothing besides to continue to wait it is now passed the 10day period they state in there terms it takes and I still have heard absolutely nothing from the casino and my withdrawal request is still pending.

I would just like to receive my money I have requested.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $104

Discussion

AskGamblers

• Support Team

4 years ago

Dear @Laura4177,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Planet 7 Casino

• Representative

4 years ago

Hi Laura--

I apologize for the frustration you've had with this.

I'm pleased to tell you that your payment was issued to your wallet, Tuesday: Paid $104 (0.00165709) + no Service Fee BTC for transaction #184705945.

Regarding the shortfall from your requested amount, this is because you received a bonus. All bonuses are non-withdrawable and as such, removed from your total withdrawal amount.

I wish you 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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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.

I subsequently enquired first and two different agents told me all playthrough was completed and I then initiated a withdrawal and my withdrawal was canceled since Ron Hart was very rude and told me today my playthrough was never completed and that's why my $100 was taken away.

I find that to be very unfair as I did enquire first again on Wednesday before doing another withdrawal.

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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.

I shouldn’t have to ask to be paid every single time.

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