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Planet 7 Casino - I requested a withdrawal of $10000 on November 28th 2018

72 hours left for char7777 to respond.
Posted on December 29, 2018.

I requested a 10k withdrawal on November 28th 2018. I have not received my funds. All paperwork is in. Has been in. As a matter of fact I had resubmitted it to jump through hoops for them prior to the withdrawal request. When ever I ask about my mondy I get the run around. example "its being escalated" that one is told over and over. But.....no funds ever.

Posted on January 6, 2019.

Hi Charlene--

I apologize for the difficulties you've been having with this--I believe I should be able to resolve this easily for you.

I've reviewed your account and I see that the only thing preventing your payments from being issued is that we need updated wire details for you. I've just sent you an email regarding this--once I receive your reply, I'll be able to move forward with your payments, straight away.

All the best,

Tawni

Posted on January 8, 2019.

I updated the information as requested. Then I receive an email saying that because I updated it and sent it securely in a password protected pdf it was unusable because they do not type in the info they copy and paste. So They wanted me to send it unsecurely. I split the emails to try to protect my information on the internet.
My opinion
1. they have this information and have had it a long time it is redundant
2. they had all the information originally in my file and nothing at all had changed other than my drivers license renewed.
3. whenever I called I was never informed what the delay was until I used askgamblers
4. i still await the next hoop they put in front of me to prevent my withdrawal

Posted on January 10, 2019.

Do not close my file please. Still no funds. I was contacted by a VIP supervisor who again asked me for the same information I have sent over and over. He asked me if the information they had on file previously needed to be updated. I answered no it is still the same. He asked I send it all to him again so I did. This jumping through hoops to delay paying me goes on and on.

Posted on January 11, 2019.

I received an email today from Tawni. Now they are requesting a signed permission letter from my husband for a joint account. They want a copy of his drivers license as well. The law is quite clear as to Joint bank accounts and the fact that any party does not need authorization for any reason to do whatever they wish with the account. That is determined by when they authorize the joint account.
This is the letter my husband had to sign
To Whom it may concern:

1/11/2019

I have a Joint bank account with my wife ##################at ##### Bank.
The last 4 digits of the account number are ####.
We live in a community property state. My wife has full access and permission to use this account for any purpose she wishes by law and by the fact that it is a JOINT account.
She has the right to authorize wire transfers into and out of the account, to write checks for any amount and to operate and use the account in any manner she wishes.
I approved this right when I agreed to a Joint account. May this letter further acknowledge that I totally approve of my wife being able to wire transfer in or out of the account for any purpose she sees fit. This account is hers to do with as she wishes. Do not delay any transactions because of my being a joint account holder.
I approve ############# to total, complete access, for any purpose she wishes with this account at Union Bank.

Posted on January 11, 2019.

Here is a copy of the Email verbage from Tawni:
Hi Charlene—

Please don’t shoot the messenger…

Because your husband (at least I’m assuming it’s your husband) is on your bank account, we will need to have a copy of his ID, along with a signed note stating he will authorize use of this account for the wires.

Please send this over as soon as possible.

Much appreciated,

Tawni


This appears to be just another delay tactic. At least that is what it feels like to me. How many people do not let their spouses know they are online gambling????? Fortunately mine knows and there is no problem for him providing the information other than the inconvenience and the silliness of requiring something that the law states specifically is not required. This takes females back to the dark ages where their spouses had to approve everything. That time has long passed.

AskGamblers
Posted on January 11, 2019.

Dear Planet 7 Casino,

Please let us know if there's some update regarding this case.

Posted on January 14, 2019.

Tawni wrote to me and said my documents are all good. She was sending them to the payment department. However I have not received the funds as of this morning. I have been told before that the "Payment" was expedited (a month ago). I am keeping a positive attitude that this obstacle course or an ordeal is over and that I finally get paid.

Posted on January 18, 2019.

Hi Charlene--

Keep that positive attitude. ;-)

Your first payment was sent off to our processor, Monday: 1/14 Paid $2163 for transaction #119492831. I would expect you'll find the funds in your account, early next week (if not already).

I'll be back in a few days with an update on your next withdrawal...

Have a great weekend,

Tawni

Posted on January 18, 2019.

Did receive the first payment. They still have 4 more to go so hopefully after 2 months of waiting I am paid.

Posted on January 22, 2019.

Hi Charlene--

I've checked on your account and I see your next withdrawal is set to be sent off to our processor, tomorrow.

I'll be back with an update once I see the payment has been sorted...

Tawni

Posted on January 23, 2019.

Have not received any additional payments. No funds. They owe me a lot more than what has been paid.
Do not close the complaint.

Posted on January 24, 2019.

Still no funds and no reply when I email Planet 7. Now they do not even give me an excuse I am just ignored.

Posted on January 28, 2019.

January 28th. No funds. I called the vip line. A very arrogant and rude man told me that I had to wait for my funds and that they still have to approve the remainder of my winnings (won November 25th 2019) He says they approve withdrawals only $2500 at a time and that even though $2500 is on its way the remainder will not be paid until approved which may be 10 days or so after I receive this payment. It seems to me like Planet 7 has a plethora of delay tactics up their sleeves all the time. I only get excuses, no funds.

Posted on February 1, 2019.

Hi Charlene--

I've checked on your account and I see the wire sent on the 14th was confirmed by our processor as completed on the 17th--have you still not received this?

Another payment was sent to our processor last week: 1/23 Paid $2500 + no fees for transaction #121515740. Our processor confirmed this as completed on the 29th.

Your next withdrawal is set to be sent off later today. Once I have confirmation this has been sorted, I'll be back with another update.

Tawni.

Posted on February 1, 2019.

I have received both withdrawals and am owed 3 more. The payments were received on 1/17/19 and 13 days later on 1/30/19. I am still owed 3 more withdrawals of $2500 each. What does set to be sent off later today mean? Typically I hear the withdrawal is coming and I wait and wait. You need to be more specific when you say a withdrawal is being sent.

AskGamblers
Posted on February 5, 2019.

Dear Planet 7 Casino,

Please let us know if there's some update regarding this case.

Posted on February 5, 2019.

Hi Charlene--

To answer your question, we upload players wires and pass them on to our processor on the date that I give you (with the transaction information). Usually, our processors are able to sort these within a day or two, but we have two issues at hand: First, we're down a processor, so it's leaving a burden on the remaining processors--they are only able to process a certain amount each day and things have slowed down as a result. Second, January and February are always the most difficult months with processing, as there are so many international banking holidays at the end of December, beginning of January. This creates a pile-up that takes a while to dig out of. Cutting to the chase, being down a processor and already having a backlog, things are a bit slower than usual.

In any event, your next withdrawal was sent off to our processor, Friday: 2/1 Paid $2500 + no fees for transaction #122759805. Hopefully this one will reach you a bit faster than the others.

I'll be back in a few days with another update...

Tawni

Posted on February 5, 2019.

Thank you. Since I am still owed 3 withdrawals I await this lengthy payout. It seems to me that PLANET 7 has zero issues with taking my funds when I deposit them. I would venture to say that your reputation is at stake when people are not getting paid. I play at Bovada as well and I am paid promptly and fast whenever I win and ask for a withdrawal. I am also paid in larger sums ( up to $15000) at a pop. They have it together and holidays do not get in their way. I belileve investing in and taking care of your customers is number 1. I await my funds.

Posted on February 9, 2019.

Hi Char--

I absolutely understand your frustration--I'm trying to help as much as possible with this.

I've looked at your account and I see your next withdrawal is set to be sorted on Wednesday. As soon as I have confirmation this has been done, I'll be back with another update.

Tawni

Posted on February 9, 2019.

I have no idea what sorted means but thanks for the information. What gets my attention is money in my account and a notification it is on the way
thanks
Charlene

Posted on February 13, 2019.

Hi Charlene--

As I mentioned in my last reply, your next withdrawal will be sent to our processor, this morning.

I'll be back in a few days with the transaction information...

Tawni

Posted on February 13, 2019.

So here it is 4 days later. You said it was to be sorted not processed. Now you are saying it will be sent to the processor. How difficult do you make this????? Why cant you just send me all the money you owe me now.

Posted on February 17, 2019.

Hi Charlene--

If I could send all of your withdrawals in one fell swoop, I would. Unfortunately, I can't and I am doing my very best to make sure your payments are sent off.

Your next withdrawal was sent off to our processor, Thursday: 2/14 Paid $2500 + no fees Wire III for transaction #124631904.

I'll be back in a few days with an update on your next withdrawal...

Tawni

Posted on February 18, 2019.

The last time you said off to the processor it took 7 days. What does the processor really mean? Why cant you just pay me and get it over with....why the huge delays?
Charlene

Posted on February 22, 2019.

Hi Charlene--

I've already answered your questions, February 5th and 17th. Again, I cannot do anything to change this--all I can do is ensure your payments are sent off and you're kept updated.

Your next withdrawal is set to be sent off to our processor, this coming Tuesday. As soon as I have the confirmation this has been sorted, I'll be back with another update.

Tawni

Posted on February 22, 2019.

Thank you. However I do not believe you should answer gamblers questions this way. Sending off to the processor means nothing. Receiving the funds means everything. I finally got the funds 7 days after you said it was "sent off to the processor", Instead you should be more informative, and no you never answered all my questions. First my winnings get "sorted" whatever that is. Then they get sent off to the processor....ok what does that mean??­???­???­??....... who takes 7 days to finally get me my money. In my opinion the way you tout what is happening makes it sound like it is happening quicker than it is. 3 months and I am still owed $5000. I know this is just you following your company policies, however you would make me happier being up straight and explaining more about how and why this "sorting, Processing, and finally paying is such a long drawn out process.

Posted on February 26, 2019.

Hi Charlene--

I'll try to be a bit more succinct in my answers...

We do not process any financial transactions--we rely on third party processors for this. When I say your payment will be sorted or your payment has been sent to our processor, it means exactly that...we have sent the funds and information to our processor who will then issue the wire.

Generally when we send off the details to the processor, players receive the wire within the same week, however, sometimes it does take a bit longer. I cannot get too in-depth speaking about processing as our legal folks won't allow me to. What I can tell you is that processing for the U.S. is particularly difficult and there simply are not enough processors available. In a nutshell, it is the lack of available processors which creates delays for us.

I hope this clears things up a bit for you.

Your next withdrawal is being set up right now and will be sent off to our processor this morning. Once I have confirmation this has been sorted, I'll be back with another update.

Tawni

Posted on February 26, 2019.

Ok. It is difficult to understand because i get paid in larger sums and faster by other online casinos.
Thanks
Charlene

Posted on March 2, 2019.

HI Charlene--

As promised, your next withdrawal was sent off to our processor, Tuesday: 2/26 Paid $2500 + no fees for transaction #125309293.

I'll be back in a few days with information on your next withdrawal...

Have a great weekend,

Tawni

Posted on March 2, 2019.

thanks for the information. I know now to wait 7 or 8 days to get the money and then another 3 weeks for the last check

Posted on March 6, 2019.

Hi Charlene--

I've just checked your account and I see your final withdrawal will be sent to our processor, tomorrow. As soon as I see this has been sent, I'll be back with another update.

Tawni

Posted on March 6, 2019.

Thank you very much. I received a deposit from the previous sort
Charlene

Posted on March 9, 2019.

Hi Charlene--

As promised, your final withdrawal was sent to our processor, Thursday: 3/7 Paid $2161 + no fees for transaction #125796710. I would expect you'll find the funds in your account towards the middle of this coming week.

Again, I apologize for the frustration you've had with this...

All the best,

Tawni

AskGamblers
Posted on March 13, 2019.

Dear @char7777,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please 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.

Thank you for your cooperation.

AskGamblers
Posted on March 13, 2019.

Dear all,

Please be informed that because of internal issues with the AskGamblers Casino Complaints Service /AGCCS/ system we are currently unable to handle your case accordingly. We expect the issues to be handled by March 19th and until then your case will remain with status 'Open'. Until further notice, AskGamblers Complaints Team is kindly requesting you to refrain from further posting to your complaint. As soon as AGCCS is back to normal operational state, you will be informed immediately.

Please accept our sincere apologies for all the inconveniences caused and thank you for understanding.

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