I call strategic incompetence
I can't say I am surprised to be asking AG for help getting winnings, once again. This time it's Planet 7. They should make filing a complaint the final step in requesting a withdraw. The staff at Planet 7 are extremely adept at processing a deposit. Why then, do them seem to find it so confounding to verify my identity and deposit winnings into my bitcoin wallet? Don't they do this multiple times daily? I call strategic incompetence! Their communications are filled with intetional obfuscation, making it next to impossible to succeed in seeing any winning without a fight. Fortunately I know where to get help with that fight.Following is what I have been through, trying to withdraw recent winnings from Planet 7.
*10/26/19: I contacted chat and spoke with Jack D. Jack verified I had $601 available for withdraw and that I was eligible to request bitcoin. He instructed me to fill out the request for withdraw, which I did. Jack didn't
mention sending documents for ID verification, but I already knew they were required. I emailed a copy of my state issued ID and a copy of my latest bank statement to documents@planet7casino.com, in an attempt to avoid waiting for the documents department to request them 7 to 10 days later. I sent my bank statement in lieu of a utility bill; my utilities are in my roommate's name. I recieved an automated response, informing me that a casino representative would contact me within 5 days.
*10/28/19: I recieved an email from HooYu requesting documents to verify my identification and address for Planet 7 casino. So much for getting a jump on their ID verification. I sent a copy of my state issued ID and a document from my health insurance. The health insurance document was rejected because it was 9 days old. I submitted a tax document. Also rejected. I realized that unless I had a utility bill, it would continue to be an excuse to withhold my withdraw. I purchased internet service through Comcast just so I would have a utility bill.
*10/30/19: I recieved a second email from HooYu requesting documents to verify my identity. I submitted a document from Comcast Cable, verifying my upcoming installation appointment. The document was accepted and my ID was verified by HooYu. I sent an email to documents@planet7casino.com informing them that my identity had been verified by HooYu.
*11/5/19: I recieved an email from Carine < surname removed > of the documents department, informing me that my document from Comcast could not be accepted. There was no reason given. She also requested a selfie holding newspaper with ID placed next to date.
*11/6/19: I logged on to Planet 7 to check the date I had requested my withdraw, and apparently my withdraw had been cancelled. The funds were back in my account. I contacted chat and spoke with Jackie < surname removed >. I attempted to ascertain why my deposit had been cancelled. Her responses were evasive so I came away unsure why it had been cancelled. To avoid adding more confusion, or starting the whole process over, I didn't request another withdraw. I sent another email to Carine. I asked why my withdraw had been cancelled. I also attempted to get some clarification on their ID process. I asked why Planet 7 would request I send documents to document verification specialists, if ultimately they reject the verification. I noted it only adds more time and confusion to an already unnecessarily complicated process. Despite my bewilderment over their continued rejection of documents without explanation or clarification, I attached a copy of a bill from Comcast that I had recently received. I also tried to get clarification on what information they were trying to ascertain from the newspaper "selfie". I was finding it physically impossible to provide.
*11/7/19: I recieved an email from Carine. Her only response to my questions and concerns was thst she works in the documents department , she doesn't know what other departments do, and therefore couldn't tell me why my withdraw was cancelled. She stated the only thing she still needed was my bitcoin address. There was no mention of my other concerns. I assumed from this email, once I sent my bitcoin address the withdraw would be completed. I sent a return email with my bitcoin address attached.
*11/8/19 I recieved an email from Carine asking for the newspaper selfie. I thought she said yesterday all she needed was my bitcoin address. Nonetheless I sent the selfie. I had to go purchase a paper and have someone take the picture for me, it is impossible to do it as a "selfie".
*11/11/19 I recieved an email from Carine. Now they say the address on my utility bill and the address on my casino account are different. They are not different. Unfortunately I used apartment A as the apartment identifier on my casino account and comcast used 2FRT. They are one and the same apartment. I looked up the official USPS address. It is 2ND Floor Front. I emailed Carine with this information, including a screenshot of the official address from USPS and told her if necessary I would change my address on my account. This was the last date I had any communication from Carine.
*11/12/10: Sent email to Carine requesting update. No response.
*11/13/19: Sent email to Carine requesting update. No response
*11/14/19: Sent email to Carine requesting update. No response
*11/20/19: Sent email to Carine requesting update. No response
*11/21/19: Sent email to Carine requesting update. No response.
To date I have heard nothing further. I have all emails available at AG or Planet 7's request.
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