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Planet 7 Casino - Loyal player having payments delayed

RESOLVED
cassiroe United States
posted on November 17, 2017.

I have been playing at Planet 7 for quite some time. I enjoy the bonuses and free spins which kept me coming back and frequently depositing. Recently I had a good run that resulted in winnings of $1255.09 in late Sept and $2301.73 last month. Shortly after the last win, all of my VIP privileges were basically revoked. No bonuses or Free Spins are given to me anymore. It has now been over 6wks since my first withdrawal was approved and I’m getting a runaround about it being escalated. It has now been escalated several times, which I don’t understand. I’m a little disappointed with their treatment of a frequent player in myself, just because of two decent sized withdrawal/winnings. I would appreciate it to receive my winnings at this point if I’m not being allowed the benefits of lesser depositing players. Thank you.

posted on November 23, 2017.

Hi Cassie--

I'm so sorry for the difficulties you've experienced with this.

I had your payment sent off to our processor: 11/20 Paid $1416 for transactions #86348246 ($1116) & #88103860 ($300).

You'll see that you've had some funds removed--as you can see below, we removed $140 for the bonus you received (all of our bonuses are non-withdrawable). Also, you used the Players Reward Card to build up the funds in your $2300 withdrawal request. Unfortunately, the Players Reward Card only allows for a withdrawal of 2x the amount of the Card's deposit. In this case, the value of the Players Reward Card was $150, meaning the maximum withdrawal allowed with this would be $300. As a result, the balance of the funds ($2001.73) were voided.

10/14/2017 6:36:55 AM 86348246 Check Withdrawal - Transaction approved
($1,116.00)

10/14/2017 6:37:08 AM 86348259 Manager Withdrawal - Transaction approved Remove bonus ESCAPETOGETHER (3 of 999) $140.00
($140.00)

11/9/2017 9:01:16 AM 88103860 Check Withdrawal - Transaction approved
($300.00)

11/9/2017 9:01:35 AM 88103896 Manager Withdrawal - Transaction approved Remove non cashable amount.
($2,001.73)

Regarding the terms for the Players Rewards Card, please see here: https:­//w­ww.p­la­yer­sre­war­dsc­ard.co­m/t­erm­s-a­nd-­con­dit­ion­s.php

Back to your withdrawal--as soon as I receive tracking for this (I would expect this to come through early next week), I'll be back to update this thread.

I hope you have a wonderful Thanksgiving,

Tawni

posted on November 23, 2017.

Hi Cassie--

As I was closing the notes on your casino account, I caught something: It was not the Players Rewards Card used with this.--it was actually a free chip:

ESCAPE THE POD FREE CHIP FOR Depositors Only!

$300 FREE CHIP
30/60 Playthrough
1x Max Cash Out
Redeem: ESCAPED

As you can see, the maximum withdrawal was 1x, meaning $300.

The outcome was the same as I explained above--I just wanted to be clear about the promotion involved.

All the best,

Tawni

cassiroe United States
posted on November 23, 2017.

Thanks Tawni. I must say I’m a little disappointed that I lost $2000 due to the 1x max cash out on a free chip that had such a high play through. Is there anyway to credit my account back the $2001.73? I understand I wouldn’t be able to cash anything out on it, but it would give me some funds to play on for awhile. I don’t think I’m going to make any more deposits because I’m no longer eligible to receive any no rules bonuses.

Thanks,
Cassie

posted on November 27, 2017.

Hi Cassie--

I'm sorry, but there would be no possibility of returning funds back into your account.

I'm still waiting for tracking--it's not in just yet, but I'm certain it will be in very soon. I'll be back just as soon as I receive this.

Tawni

cassiroe United States
posted on November 28, 2017.

Check for $1416 received. Thanks Tawni.

posted on November 29, 2017.

Thanks for confirming, Cassie. ;-)

All the very best,

Tawni

AskGamblers
posted on November 29, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.