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Planet 7 Casino - Denied Payment via Wire Transfer and BTC

RESOLVED

Complaint Info

Disputed casino

Planet 7 Casino

Amount

$ 1756.84

Posted on May 3, 2022

On April 21, 2022 I deposited a total of $750 at $250 per deposit on a total of two separate cards. Two of these deposits (2 of the $250 deposits) came with a no rules deposit bonus. I do not recall the exact amount of the bonuses, but they were generous - I believe I received 200% and 300% for a total amount of $1250 in bonus money. I played out the bonus money all on slots and ended up with a total of $1756.84 in a withdrawable amount as indicated by the cashier page. While it did take a few hours to get all of my information verified, I was overall satisfied with the verification part of the process. However, when attempting to cash out via bank wire, my withdraw was denied after approximately 3 business days of waiting (generous, considering the wait time could be up to 7 days). I asked for an explanation, to which I was told I provided incomplete information when submitting the wire request.

I then inquired about bitcoin withdraw as I was nearly certain that I provided all necessary information to receive the wire transfer. I was told that the processing time would be the same for bitcoin withdraw and that I could submit a request. Therefore, I submitted a request for a bitcoin withdraw. Again, about 3 business days later the bitcoin withdraw request was denied. Once again I spoke with customer service and asked about the bitcoin withdraw. I was then informed that I was ineligible for bitcoin withdraw because I had not deposited with bitcoin yet. So in an effort to try and accommodate the casino by offering to make a minimum deposit using bitcoin, I was then told that even if I deposit bitcoin my current withdrawable amount will still be ineligible because I did not use bitcoin when I deposited. I also asked for any bank(s) they could identify which accept wire transfers in compliance with their policies for sure - they were unable to provide a list.... or even a single bank recommendation. The agent asked me which bank I use, to which informed them of the specific credit union I bank with (who happens to accept international wire transfers - I confirmed). I was then told that all credit unions and 'federal' banks are ineligible for wire transfer withdraw. When I asked the agent to clarify what makes the bank federal (i.e. FDIC insured??) the agent told me I would have to ask each bank if they are a federal bank.

That being said, I specifically asked if two specific mainstream banks are eligible, to which I was told they were not. After that, I asked if my only option at this point is to receive an international check which may arrive within their 30 day window and likely from Canada. I was then told I could wire transfer if I could find an eligible bank but that each bank I try they would have to process individually for approval/denial.

I really really really want to like this casino - their games are attractive, their deposit bonuses are nice, free spin rewards are great too.... but it seems like it's next to impossible to get paid out. I am really afraid to get an international check as there is a narrow 30-day window from issuance to deposit the check in-person and hope that the bank will accept it. It feels like this casino is doing everything they can to avoid paying out, which is a shame because I would like to play more here.

My ideal resolution to this issue is to receive payment via bitcoin; I am hoping the casino will accept this resolution as they deem me a "VIP 1."

Posted on May 4, 2022

Since posting this complaint, a finance manager reached out to me via email. They have processed a manager withdraw of $765 via BTC. Will update once I receive the funds.

Posted on May 4, 2022

I received a total of $991.28 - I am satisfied with the outcome of this complaint and consider the case resolved. Thank you AskGamblers!

AskGamblers
Posted on May 4, 2022

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Planet 7 Casino Complaints

  • 1348 of 1421 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 3,473 USD avg amount

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