Complaint #1896 Planet 7 Casino

Delayed payment of $600 and lack of transparency and responses

By jennee0124

6 years ago

I sent in my documents for ID verification to the casino on 4/26/20 as requested when I tried to cash out $600. I opened an account with Chase Bank to follow the guidelines that no third party or intermediary banks are accepted. I sent my bank/wire information on 4/29/20. On 4/30/20, the casino contacted me and said my bank account type was incorrect. This was the information that Chase customer service provided to me when I called in for my wire information. I replied on 4/30/20 to give them my correct bank name- Total Checking. Today, I received an email stating that they cannot wire to Chase Bank. Today is 5/7/20 and I contacted live chat to ask what banks is accepted. Their answer was "banks are constantly being added and deleted." How am I supposed to know which banks are accepted? They advised me to email again. The response rate is several days and I suspect they are purposely delaying payments by lack of transparency. The live chat person also said my ID is not verified yet when I sent in those documents on 4/26/20. My emails asking for a follow up/status have been unanswered.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $1064

Discussion

AskGamblers

• Support Team

6 years ago

Dear @jennee0124,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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

6 years ago

Hi Jenny--

I'll break everything down for you...

Issued via wire: 5/24 Paid $783 + no Service Fee for transactions #154410864 ($681), #154410902 ($102).

Issued via Bitcoin: 5/26 Paid $281 (0.03152156) + no Service Fee BTC transaction #154511220.

The reason for the shortfall on your payments is because you received bonuses--all bonuses are non-withdrawable and as such, removed from the total withdrawal amounts.

Your $750 withdrawal had a bonus attached (SUPERSALE (1 of Unlimited) $69.00), as did your $901 withdrawal (MONDAYPLAY (1 of 9999) + MONDAYPLAY (2 of 9999) $310+$310 = $620.00).

I hope this clears things up.

I wish you all the best,

Tawni

AskGamblers

• Support Team

6 years ago

Dear Planet 7 Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

jennee0124

6 years ago

For my bitcoin withdrawal of $901, I only received $281. Can you please clarify what happened?

Still pending- when should I expect these?:
1. wire transfer- $750 (it says only $681 was approved)
2. wire transfer- $102 - am I going to receive this full amount?

Thank you,
Jenny

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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Nataniel690 here

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