Complaint #1624 Planet 7 Casino

Delayed $4,000 payments and excuse after excuse!

By Fariborz K.

6 years ago

hi, I won $4000 approx on or around the 29th of may and I completed the id document as provided and requested by the Casino in which I provided my license, credit card and a utility bill. I then submitted two withdrawal requests in the amount of $1500 and $2500. at the request of the casino and hooyuid I completed and provided another id verification request on the 8th of June. As I had not heard anything from the casino I emailed them on the 8th and 20th of June, reference numbers 4379088 and 4404714 refers, On the 22nd both withdrawal requests were denied.

On the 22nd I again requested the following withdrawals being $750 request id 2978226, $2500 request id 2078230 and $750 request id 2078233. I made contact with the casino via live chat on the 28th of June and again on the 29th when I was advised my id had only just been verified. At this time I was advised that the casino required a list on info including all my banking details in order for the payment to be made.

I have kept in constant contact via live chat with the casino and I nearly every occasion I have been advised that the casino was processing quite a number of payment requests and that I just had to be patient. After further inquiries I was advised that the 2 payments of $750 were approved om the 7th of July and at this time I was again asked to provide all of my banking details which I did on the following day being the 8th of July. I sent my banking details on both occasions to payments@casinosupportcentre.com from my email address as provided above. I was advised that the payment would be made within 7-10 working days.

I noticed on my account that withdrawal $2500 id 2078230 was approved on the 11th of July. Since then I have been waiting for the funds to be deposited in my account and to date it has not happened. Since the 11 of July I have contacted the casino on the 23rd of July and spoke with Jackie Petersen who also advised me that I just had to be patient to which I told her that my patience had ran out and that I wanted to know when exactly I would receive my payments to which she was unable to advise me and said she would refer my inquiry to her supervisor.. I have heard nothing.

It has now been 2 months since I first requested my withdrawals, I have sent my id and banking details several times as requested and have spoken with casino support staff numerous times and I am still waiting for my funds to which I had been told at the beginning that it would take approx 3 weeks to receive, I had made financial commitments expected that I would receive in the time I was advised which I have now not been able to meet. Please can you help me as I seem to be getting absolutely nowhere.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $4000

Discussion

AskGamblers

• Support Team

6 years ago

Dear @Fariborz,

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 Fariborz--

I've checked on your account and here's what I've found...

Your first two withdrawals were sent to our processor, a week and a half ago: 7/23 Paid $1480 + $20 Service fees for transactions #19623430 & #19623438. Our processor confirmed the wire as completed on the 25th, so I would expect this has reached your account by now. Can you please confirm you've received this?

Your final withdrawal was sent to our processor, Wednesday: 7/31 Paid $2500 + no Service fees for transaction #19842530. I would guess the funds should hit your account towards the middle of next week.

All the best,

Tawni

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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$2,500

Wins removed

Nataniel690 here

Please see the attached confirmation of completion of playthrough by two different agents

I can confirm I used a $100 max/min cashout coupon.

I was previously told my withdrawal would be canceled since I had outstanding playthrough of $883 however on Wednesday I played Vegas and played down all playthrough.

I subsequently enquired first and two different agents told me all playthrough was completed and I then initiated a withdrawal and my withdrawal was canceled since Ron Hart was very rude and told me today my playthrough was never completed and that's why my $100 was taken away.

I find that to be very unfair as I did enquire first again on Wednesday before doing another withdrawal.

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I would appreciate it if I could get my payment as soon as possible. After all, I am VIP for a good reason, when I deposit my money is taken immediately.

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$2,500

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I am fully verified and won $3,600 and made a withdrawal for $2500

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Resolved

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Rejected

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