Complaint #731
Planet 7 Casino
Payment delayed, multiple contacts, no sign of issuing the check
9 years ago
My withdrawal was approved on April 11. I waited patiently for 20 business days as required, which are 4 weeks. Then I contacted the online customer service. The agent Irene apologized and said she had escalated my case. I asked how many more days I needed to wait. She said after escalation, the payment would be issued soon.
Then I waited for another week, on May 16, I contacted the customer service again. Agent Kelvin told me that after escalation I needed to wait for another 7 business days for the withdrawal to be approved and 14 business days to be sent, plus the delivery time. One question that is not clear is that my withdrawal was approved on Apr 11, why it needs to be approved again? I also asked him since the escalation was on May 8, it had been 6 business days, would the check be sent on the next day? The answer was there would be still 14 business days. I asked why it takes so long. The response was "There are high velocity of transaction which the withdraw department deal with days after after." Okay, if that is the case, what did they do in the 20 business days I had waited for? The question was not answered. I was upset and asked him what he could do for me. He said he marked my case and asked me to contact again at the end of the week.
So Saturday, May 20, I contacted customer service again. Agent Osman told me there was a unresolved dispute. And there was some "charge back fee" of $127. He could not offer any information about the so-called dispute and could not explain the "charge back fee". He asked me to send email to disputes@planet7mail.com which cannot be even reached. I asked him for Planet 7's legal information. He could not offer any information. He then quit and brought Agent Bruce, probably a manager. Bruce insisted that I send an email to the dispute department, and he too refused to offer any other information including legal info. And he rudely ended the conversation without my assent.
I sent an email, but the address could not be reached. Mail delivery failed.
Today, May 21, I contacted customer service again and tried to be nice. Agent Cavit told me unless I contact disputes, my withdrawal would not be issued. The agent could not offer any information about the so-called dispute and insisted me to email again. He asked me to wait for another 7-10 business days.
I emailed again. Again mail delivery failed.
All emails and online conversations are saved as evidence. From my point of view, every time I contacted Planet 7, a new excuse was made and thus I was asked to wait for more days. It has been 6 weeks since my withdrawal was first approved. I see no sincerity of issuing my withdrawal, and no crucial questions have been answered. Not even legal information was offered.
Then I waited for another week, on May 16, I contacted the customer service again. Agent Kelvin told me that after escalation I needed to wait for another 7 business days for the withdrawal to be approved and 14 business days to be sent, plus the delivery time. One question that is not clear is that my withdrawal was approved on Apr 11, why it needs to be approved again? I also asked him since the escalation was on May 8, it had been 6 business days, would the check be sent on the next day? The answer was there would be still 14 business days. I asked why it takes so long. The response was "There are high velocity of transaction which the withdraw department deal with days after after." Okay, if that is the case, what did they do in the 20 business days I had waited for? The question was not answered. I was upset and asked him what he could do for me. He said he marked my case and asked me to contact again at the end of the week.
So Saturday, May 20, I contacted customer service again. Agent Osman told me there was a unresolved dispute. And there was some "charge back fee" of $127. He could not offer any information about the so-called dispute and could not explain the "charge back fee". He asked me to send email to disputes@planet7mail.com which cannot be even reached. I asked him for Planet 7's legal information. He could not offer any information. He then quit and brought Agent Bruce, probably a manager. Bruce insisted that I send an email to the dispute department, and he too refused to offer any other information including legal info. And he rudely ended the conversation without my assent.
I sent an email, but the address could not be reached. Mail delivery failed.
Today, May 21, I contacted customer service again and tried to be nice. Agent Cavit told me unless I contact disputes, my withdrawal would not be issued. The agent could not offer any information about the so-called dispute and insisted me to email again. He asked me to wait for another 7-10 business days.
I emailed again. Again mail delivery failed.
All emails and online conversations are saved as evidence. From my point of view, every time I contacted Planet 7, a new excuse was made and thus I was asked to wait for more days. It has been 6 weeks since my withdrawal was first approved. I see no sincerity of issuing my withdrawal, and no crucial questions have been answered. Not even legal information was offered.
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