Complaint #1435
Planet 7 Casino
Incredibly Slow Withdrawal/Approval Process
7 years ago
Would love to have a casino where withdrawals were the MOST important thing.
On Planet7, lost quite a bit but then won a couple decent hits at the end of 2018 and submitted withdrawals for a total of $5000(+) for wire transfers. Immediately went to chat that same day and talked to Candace, asked 1st about the 'EXPRESS WITHDRAWAL' which had a limit of $750 (can't do that, we won too much...bummer) and confirmed everything that I would need to get these withdrawals done. Part of that conversation here:
"I Suggest to request a normal wire. To proceed with your withdrawal request, you will need to complete your identity & address verificaton through our third party service HooYu (you will receive an email when requesting a withdrawal with instructions)."
ON Dec 30th 2018 same day sent in all documentation to documents@planet7casino.com preemptively strike and help the withdrawal process along (sent in copies of EVERYTHING they requested). This included a signed version of the doc http://www.planet7casino.com/p7c-account-verification.html The auto response back to that email had a ticket # 3079394
A couple days later Jan 1, 2019 received email saying they wanted me to use HooYu ID Confirmation to identify myself - OK, no problem as the chat lady said this was coming; unfortunately the HooYu interface is wonky, did not accept information easily and it did not once return back anything letting me know I was 'confirmed'. 2 days later on Jan 3 2019 received another email from P7 for HooYu saying I have 72 hours to complete. Well..hmm..did this already so then I wrote P7 documents again and asked them if they had received my HooYu docs, and I even attached my docs to that email. Yet more tickets # 3113524 and 3169612. So now for approval docs, two HooYu submissions, 2 full email submissions, and two emails received from 'Tom' asking me to rate their support :|
Days go by now two weeks, contact support live chat and get the 'we're sorry, let me expedite the documents for you'. Ok, please do that. During which time as others have seen, the withdrawals are 'denied' and sent back to the account. RE-DID the withdrawals and on Jan 15th get yet another HooYu ID confirmation. So...I complete that one yet again for the 3rd time and send in the exact same docs as before. Now it appears that we might be getting somewhere, I have an email on Jan 15th from Vivien saying 'This is Vivien with Planet7 Casino. "Thank you for sending all the documentation required for your casino account. Your documents have been verified." I do not know if this means the HooYu docs were verified and/or if they finally looked at my emails, either way, supposedly I am _verified_ now. Pretty sure it's from the original 3079394 ticket because I received another (likely automatic) survey email from Vivien and another email saying my documents had been approved on Jan 22nd. Uh...wait, weren't they already approved from the 15th? And supposedly this should have been done within 5 business days from Dec 30th, we're badly behind. :|
So now I have no idea where my withdrawals are and or when I will ever see them, as I have 3 outstanding for a total of at least $6200. I can only hope that they can move these along and or that someone awesome from Gwages will get involved and push this through. Already a month and barely past document approval, definitely not where this should be. Very unhappy, come on Planet 7 please make this right.
On Planet7, lost quite a bit but then won a couple decent hits at the end of 2018 and submitted withdrawals for a total of $5000(+) for wire transfers. Immediately went to chat that same day and talked to Candace, asked 1st about the 'EXPRESS WITHDRAWAL' which had a limit of $750 (can't do that, we won too much...bummer) and confirmed everything that I would need to get these withdrawals done. Part of that conversation here:
"I Suggest to request a normal wire. To proceed with your withdrawal request, you will need to complete your identity & address verificaton through our third party service HooYu (you will receive an email when requesting a withdrawal with instructions)."
ON Dec 30th 2018 same day sent in all documentation to documents@planet7casino.com preemptively strike and help the withdrawal process along (sent in copies of EVERYTHING they requested). This included a signed version of the doc http://www.planet7casino.com/p7c-account-verification.html The auto response back to that email had a ticket # 3079394
A couple days later Jan 1, 2019 received email saying they wanted me to use HooYu ID Confirmation to identify myself - OK, no problem as the chat lady said this was coming; unfortunately the HooYu interface is wonky, did not accept information easily and it did not once return back anything letting me know I was 'confirmed'. 2 days later on Jan 3 2019 received another email from P7 for HooYu saying I have 72 hours to complete. Well..hmm..did this already so then I wrote P7 documents again and asked them if they had received my HooYu docs, and I even attached my docs to that email. Yet more tickets # 3113524 and 3169612. So now for approval docs, two HooYu submissions, 2 full email submissions, and two emails received from 'Tom' asking me to rate their support :|
Days go by now two weeks, contact support live chat and get the 'we're sorry, let me expedite the documents for you'. Ok, please do that. During which time as others have seen, the withdrawals are 'denied' and sent back to the account. RE-DID the withdrawals and on Jan 15th get yet another HooYu ID confirmation. So...I complete that one yet again for the 3rd time and send in the exact same docs as before. Now it appears that we might be getting somewhere, I have an email on Jan 15th from Vivien saying 'This is Vivien with Planet7 Casino. "Thank you for sending all the documentation required for your casino account. Your documents have been verified." I do not know if this means the HooYu docs were verified and/or if they finally looked at my emails, either way, supposedly I am _verified_ now. Pretty sure it's from the original 3079394 ticket because I received another (likely automatic) survey email from Vivien and another email saying my documents had been approved on Jan 22nd. Uh...wait, weren't they already approved from the 15th? And supposedly this should have been done within 5 business days from Dec 30th, we're badly behind. :|
So now I have no idea where my withdrawals are and or when I will ever see them, as I have 3 outstanding for a total of at least $6200. I can only hope that they can move these along and or that someone awesome from Gwages will get involved and push this through. Already a month and barely past document approval, definitely not where this should be. Very unhappy, come on Planet 7 please make this right.
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