Complaint #1886
Planet 7 Casino
Delayed payments in violation of Planet 7 terms of withdrawal
6 years ago
Hello,
I have 12 withdrawal requests totaling around $30,000 that are pending payment from Planet 7, the earliest of which dates back to August 6th, 2019 (8 months ago). All 12 of these requests are still pending any sort of review/approval.
I've been a long-time patron at Planet 7 and have had success in withdrawing funds in the past. When I was visiting Planet 7 often and had 'VIP status', my withdrawals were being processed in a timely fashion. However, now that I've dialed back on patronage due to the number of pending withdrawals, there has been a significant delay in the processing time between payments. It's been taking up to a month between withdrawals.
Given the information above, this violates two separate Terms & Conditions under the 'Approval of Withdrawals' section listed on Planet 7's site (https://www.planet7casino.com/terms-conditions.php):
- All withdrawal requests will be reviewed within 7 business days from the date of the request.
- Payment will be made in 7 to 10 business days after approval. A maximum of $2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor limitations.
By Planet 7's terms I would expect to receive a withdrawal weekly (or at least have one approved weekly) rather than waiting a month or more per withdrawal request. Additionally, I would expect all 12 pending requests to have at least been reviewed/approved by now, since '7 business days from date of request' has long passed.
I've attempted to contact both Planet 7 support via email but have not received any reply. I've contacted chat representatives multiple times and have received responses such as "your request has been escalated" or "check again in X days", but the delays persist.
The list of pending (unapproved) withdrawals is attached.
To resolve this complaint I would expect Planet 7 to practice due diligence in processing withdrawals on a weekly frequency as specified in their TOS until all requests have been approved & paid.
Thank you.
I have 12 withdrawal requests totaling around $30,000 that are pending payment from Planet 7, the earliest of which dates back to August 6th, 2019 (8 months ago). All 12 of these requests are still pending any sort of review/approval.
I've been a long-time patron at Planet 7 and have had success in withdrawing funds in the past. When I was visiting Planet 7 often and had 'VIP status', my withdrawals were being processed in a timely fashion. However, now that I've dialed back on patronage due to the number of pending withdrawals, there has been a significant delay in the processing time between payments. It's been taking up to a month between withdrawals.
Given the information above, this violates two separate Terms & Conditions under the 'Approval of Withdrawals' section listed on Planet 7's site (https://www.planet7casino.com/terms-conditions.php):
- All withdrawal requests will be reviewed within 7 business days from the date of the request.
- Payment will be made in 7 to 10 business days after approval. A maximum of $2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor limitations.
By Planet 7's terms I would expect to receive a withdrawal weekly (or at least have one approved weekly) rather than waiting a month or more per withdrawal request. Additionally, I would expect all 12 pending requests to have at least been reviewed/approved by now, since '7 business days from date of request' has long passed.
I've attempted to contact both Planet 7 support via email but have not received any reply. I've contacted chat representatives multiple times and have received responses such as "your request has been escalated" or "check again in X days", but the delays persist.
The list of pending (unapproved) withdrawals is attached.
To resolve this complaint I would expect Planet 7 to practice due diligence in processing withdrawals on a weekly frequency as specified in their TOS until all requests have been approved & paid.
Thank you.
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