Ag Awards
Login
You are about to go to the Italian version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.
You are about to go to the German version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.

Planet 7 Casino - Multiple payouts delayed

RESOLVED
Moneygames United States
Posted on September 26, 2017.

Hi, I thought I had already submitted this complaint but apparently it didn't go through as I didn't hear back and can't find it under my account now. I'm really hoping you can help me resolve this issue. I have multiple payouts pending with Planet 7 (over 10). I have received the very first payout (a few weeks ago) so I know they have all my information. When contacting them multiple times, usually at least weekly - they tell me it's in process or being escalated. This has been going on since July. They did finally send me a list of pending payouts (after paying me the first one) but I think there are still several that our not on that list and they haven't paid the next withdrawal. I do not have a copy of what they send me in chat but have a list of those. I would appreciate your help!

Posted on September 28, 2017.

Hi Moneygames--

I'm very sorry for the delays and frustration you've experienced with this.

I've had your payment sent off to our processor, yesterday. With this in mind, I would expect you'll see the funds in your account by mid-week, next week (if not, sooner).

I wish you all the best,

Tawni

Moneygames United States
Posted on September 28, 2017.

I did receive one payment on 9/25. I will watch for the one you just sent and the others and keep you updated. I appreciate your help. This is really the only issue I've seen with Planet 7.

AskGamblers
Posted on October 2, 2017.

Dear @Moneygames,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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.

Moneygames United States
Posted on October 2, 2017.

Nothing new to report, hoping for one or more payments this week

Moneygames United States
Posted on October 4, 2017.

I have received nothing this week.

Posted on October 8, 2017.

Hi Moneygames--

I'm very sorry for the slow reply--I was out of the office all this past week and I'm not getting back into things.

I'm working from home right now, so until Monday, I only have limited access to players accounts. From what I can see, we sent a wire to our processor on the 27th: Paid $1936 for transactions #81305376 ($750) & #81655501 ($312) & $81983915 ($100) & #81983939 ($187) & #82711631 ($587). I'm unable to see if there is anything further pending, but from what I can recall, there is not (I'll double-check this, Monday).

I'll be back as soon as I'm in the office,

Tawni

Moneygames United States
Posted on October 9, 2017.

Ok. I still haven't received anything if it was sent on 27th -so please update me when you return to the office

AskGamblers
Posted on October 13, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Planet 7 Casino management will soon jump in with an update on this complaint.

Moneygames United States
Posted on October 13, 2017.

I have received the first payment on your list this week

Posted on October 14, 2017.

Hi Moneygames--

I'm sorry for the delay coming back to you.

From what I can see, this issue is resolved, now. According to your account, there are no further withdrawals to be paid.

I wish you all the best,

Tawni

Moneygames United States
Posted on October 15, 2017.

NO, that is not correct. I can share with you my account history, that is NOT all the payouts?

Moneygames United States
Posted on October 15, 2017.

How can I get a printout of what was paid to me compared to what I requested? I can look at my account and see many more withdrawal amounts (and they are approved). The amounts don't add up. I also have a very recent withdrawal request from 9/16 for $1200 and this was approved as follows - I'm sure I didn't receive that one as quick. Almost all of my withdrawals show this type of info and the amounts I've received are much lower - can you explain?

10/14/2017 06:11 AM Manager Withdrawal Approved! -$163.00
10/14/2017 06:11 AM Manager Withdrawal Requested -$163.00
10/14/2017 06:11 AM Check Withdrawal Declined $163.00
10/14/2017 06:11 AM Check Withdrawal Approved! -$1,037.00

Moneygames United States
Posted on October 19, 2017.

I've not received a response in several days.

Posted on October 23, 2017.

Hi Moneygames--

The 'Manager Withdrawals' that you are seeing, relates to bonuses you've received. All of our bonuses are non-withdrawable and removed at the time of withdrawal.

https:­//w­ww.p­la­net­7ca­sin­o.c­om/­ter­ms-­con­dit­ion­s.php:

"An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed."

Regarding your more recent withdrawal, I was not addressing this, as this was not part of your original issue. I've gone ahead and had this withdrawal sent to our processor, this morning. I would expect this will reach your account before the end of this week.

I hope this helps clear things up,

Tawni

Moneygames United States
Posted on October 24, 2017.

Thank you for your help and the explanation. As soon as I receive that last payment, I will let you know so you can close this complaint. I very much appreciate your assistance - it's a shame that this is what is required to complete payment when it is advertised as a much more timely process and simple. I firmly believe I would never have received anything if you hadn't assisted.

Posted on October 26, 2017.

Hi Moneygames--

I'm happy to tell you that your last withdrawal was just sent off to our processor: 10/26 Paid $1037 for transaction #86347254. ;-)

I'm guessing you'll see the funds reach your account, early next week.

Again, I apologize for all the difficulties and confusion you've been through with this.

All the best,

Tawni

AskGamblers
Posted on October 28, 2017.

Dear @Moneygames,

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.

Moneygames United States
Posted on October 28, 2017.

Please keep this open until I receive my last payout. I’ve also been told this week my player status changed, etc. I will update once I’m paid

Posted on November 1, 2017.

Hi Moneygames--

Unfortunately, player status does not fall under my umbrella. For this, I would suggest speaking with your VIP host--they'll be able to tell you how you can achieve higher player status, going forward.

Tawni

Moneygames United States
Posted on November 2, 2017.

Just fyi, once my payouts were made, I have no longer been eligible for free spins (even though I otherwise qualify), and I also don't receive any coupons or special offers. I would not recommend this site and wanted others to see this info. However, Tawni was extremely helpful with payouts (really the only way it would happen) and this complaint can be closed.

AskGamblers
Posted on November 2, 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.

By subscribing you are certifying that you are over the age of 18.

Sign up for +350 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy

Try your luck with top-rated casinos on the market!

You have been inactive for 90 seconds