Complaint #1486 Planet 7 Casino

Delayed Payouts Totaling $21,000

By Willow

7 years ago

Message on forum

Ask Gamblers, Can we please reach out to the Casino Manager for resolution on this. I am a VIP level 4 verified player with verified bank wire information, and I am missing payouts now totaling $21,000 USD (minus casino fees)

Tawni,

We've spoken before and it's unfortunate to return back here to discuss payout again. Please help me resolve payout delay. I have tried to call and talk to VIP chat several times including via chat online and by phone. I keep getting told many different things. Today, I called for an update, I know that receiving withdrawals can take some time with your casino as I understand it goes through a 3rd party processor. But to get different conflicting information every time I speak with someone is frustrating. Also shouldn't a bank wire be faster than a check? I've received checks within a month before, whats the hold up with sending a bank wire?

**A week ago I was advised by your representative that your site stated Casino terms of use are invalid, and that payout is 7-10 business days for approval and then another 7-10 business days for the payout amount to be sent to the 3rd party payment processor, and then another 7-10 business days for them to send the payment to my bank (via wire) and then of course another 7 days for my bank to receive it.**

Planet 7 Terms of Use doesn't say this at all, and I've never been told this before in my entire history of dealing with this casino. Yes I have had delayed payments. Some only a few weeks and others taking months. It's never been discussed or disclosed that users should expect this turn around time on payout. Suddenly I am supposed to accept this answer from your VIP support people?

Today I called and spoke with a woman who said you didn't have my bank wire information. I informed her that Planet 7 does have my bank wire information, and that you Tawni had personally made sure it was processed prior. I also told her that you guys have wired me recently within the last year also. She said it doesn't matter I have to go through bank wire verification process again, and something about my place of birth. I don't know anymore how any of this is acceptable. I am a level 4 VIP user at Planet 7. I've been playing for years, I've sent you literally anything and everything you guys have asked for over the years. And yet, literally every single withdrawal I go through this as if your VIP hosts are trained to stall people with any ridiculous tactic possible. I've put a lot of money into this casino over the years and I am just wondering what VIP level a person has to reach to get a more reasonable wait on payout.

Here's the details:

03/09/2019 I submitted 4 X withdrawal requests for $2500 each. Totaling $10,000

03/12/2019 Casino approved a previous withdrawal for $839.00

03/21/2019 Casino approved $2500 + $2352

03/24/2019 I submitted another 4 X withdrawal requests for $2500 each. Total $10,000

Today, nothing has changed in status in a week. So I called but received yet another crazy response by VIP support. She said that the payment was never sent to the processor. And I was scolded by a previous representative who told to be more patient and that I should plan my financial situation and time it for a long wait for this money. Seriously. This is how we talk to VIP guests in your Casino?

I still have 2 more withdrawals not approved of $2500 each for a total of $5,000 from 03/09/2019

And I've received no money from the approved ones.

Please tell me whats going on. Why are the other withdrawals from 03/09/2019 still pending. And why hasn't the money that's approved been sent to my account via wire. Was it really never sent to the processor. Can you also verify the Casino's policy on withdrawal and explain the differences in why this isn't clearly written in the terms of use?

Also, I just really can believe this again. Wire transfer should be a faster process than a check.

Ask Gamblers please be aware that Planet 7 Casino owes me $21,000.00 at this time.

-Willow

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $13046

Discussion

AskGamblers

• Support Team

6 years ago

Dear @awillownfl,

Please confirm if the issue has been resolved. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Planet 7 Casino

• Representative

6 years ago

Hi Willow--

I misspoke in that post, as you cancelled your final withdrawal on the May 30--there were no further withdrawals to be paid.

I hope this clears things up...

Tawni

awillownfl

• Florida

6 years ago

"POSTED ON JUNE 5, 2019.
Hi Willow--

Thanks for confirming the wire.

I've checked on the wire from the 21st and it was confirmed by our processor as completed on the 28th, so I would guess the funds are already in your account by now.

Another payment was sent off last week: 5/27 Paid $2500 + no fees for transaction #130020856. As it appears that wires are moving a bit quicker now, I would expect you'll have the funds in the next day or two.

Last but not least, your next withdrawal is set to be sent off to our processor tomorrow--I'll be sure to let you know once I have confirmation it's been sorted. ;-)

Tawni"

AskGamblers

• Support Team

7 years ago

Dear @awillownfl,

Thank you for your cooperation.

Planet 7 Casino Complaint Stats

Resolved 1465 / 1540

Avg. Amount $3,548

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

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