Ag Awards

Planet 7 Casino - Approved first withdraw then locked out and nonpayment

Complaint Info
Disputed casino Planet 7 Casino
Reason Declined payment
Posted on February 17, 2020

I deposited to casino In the amount of about $800.00 since being of this year to casino. On April 5th 2019 I won $6500.00 in my daily free spins I received for making a deposit that week. I played thew all the casinos requirements for the bouns. And was able to make 3 withdrawals in amounts of 1st one $2500 to receive by check 2nd one in amount of $ 2500.00 to receive bank wire and 3rd one for $1500.00 to receive by check. I had many live chats with casino and made many phone calls and talked to someone on telephone about winnings. I went threw many hoops getting all required documents that casino needed for both ways I made my withdrawals On April the 23rd my 1st withdrawal was approved for amount of $2500.00 for check. I then received email from casino telling me that my 2ND withdrawal that is $2500 bank wire can not be processed due to a bank that my bank has to go threw to receive a bank wire to receive money in my account the casino can't go threw. So was then told in return that I needed to open a different account at different bank in order to get next withdrawal. Told them that I am not going to do that and if that is the case I will just receive them all in check form. Not sure how come I was not able to just received all by check but was then told on live phone call with casino telling me only reason why I can't use my bank for wire transfer is for tax reason and told not them or me want it's to get involved in it. I informed them I plained on claiming my winnings on my taxes and don't want to get in trouble. Since I told them that I not only was declined the first withdrawal approval that was $2500.00 in a check and was blocked from casino. Was told reason why being I had more than one account at casino anf they had all same information? I in return told them I only made deposit to one account and made over $800.00 in deposits in just 4 month's. And in just 4 days I deposited 150.00 worth the week I won. I was then told I was going to be refunded my money back from casino... but told i would be getting a refund back from thw casino for my deposits amd it was in the amount of 125.00 I then informed them that is not what I deposoted to them and told them I was not sure if they knew what a refund was. And if I am refused my winning because they don't want "uncle sam" IRS knowing about it I need to receive all that I I had gave to casino. ... needless to say I only received the 125.00 witch was put in my bank account within less then 30 minutes, but yet could not receive bank wire????? Been blocked and refused winning and refunded not even close to what was needed.... so please help me receive what I am intiled to. I have some documents to prove that what I'm saying is all the truth. Also have a witness that heard all if not most conversationsand live chats to casino. She help me full all paper work and documents need to receive winning and been there for all of it. Even called from her phone when casino blocked my number from calling. I have proof of most documents and also live chat later I had sent to email I had with them. Just let me know of u need my documents. So I can send to you.... thank you for help with this.

Posted on February 18, 2020

I ha additional evidence with the withdrawals about casino. . I have live chat sent to my email

Posted on February 22, 2020

Hi Tabitha--

The reason your account was locked is simple--you had multiple accounts with Planet 7, which goes against our terms and conditions:

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:
a. If there is evidence to suggest that you have more than one active account for the Casino;

Your winnings have been voided and your deposits have been sent for refund. Please know that refunds can take up to a few months to be received, due to third party processing.

I've sent the necessary evidence to AskGamblers management as proof what I've stated is accurate.


Posted on February 22, 2020

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Planet 7 Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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