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Ag Awards

Planet 7 Casino - Identity Verification Problem

Complaint Info
Disputed casino Planet 7 Casino
Reason Verification issues
Amount $ 1100
Posted on August 5, 2020

On 6/27 I submitted a completed authorization form plus reqiured documentation and received notification back that I identity was successfuly verified by Hoo Yu. Between then and 7/5 I got daily emails reminders that time was running out to send in documents to verify my identity. Finally I sent a copy of previously approved documents and authorization to Planet 7. On 7/21, I received an email from Albert A. thanking me for the documents but said some were missing (which they were not), so I sent him all the documents again.
On 7/27 I asked Albert for a status but have gotten zero response. This is not brain surgery and players deserve better treatment than this.
Can askgamblers please assist?

Posted on August 5, 2020

Dear @eelucky,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s (if any).

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on August 5, 2020

The withdrawal request was for $1,100 (less bonus). This amount has been
deducted from my player account.

Posted on August 9, 2020

Hi Elliot--

I apologize for the frustration you've been experiencing with this.

I've reviewed your account and we are missing two bits from your documents package: Copies (front and back) of your MC ending #1827, as well as the signed authorization form relating to this card. I've attached my email address (privately)--as soon as I receive these documents, I'll be able to arrange your withdrawal without delays.

Much appreciated,


Posted on August 12, 2020

Consider this issue successfully resolved. Thank you Tawni for your
assistance. Hopefully an actual payment will be processed on
a timely basis.

Posted on August 12, 2020

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.

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