Ag Awards

Planet 7 Casino - Intentional cashout delay of verified player

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Posted on January 8, 2019

Reached out to chat today after I noticed that during the process to cashout via BTC, I was never asked for a wallet address, I reached out to chat and was met with, what I think is pretty obvious, roadblock after hurdle to delay the withdraw process as much as possible. To support my accusation the chat in it's entirety will be listed below.

Point 1.) I've already verified without issue at this casino twice. Once back in November of 2017, and again in November of 2018 (exact dates listed below)

Point 2.)The agent actually totally changes the verification procedure he wants me to follow without explanation in the middle of the conversation. At first he wanted some ridiculous selfies, then switched back to the third party company they use ... I responded by sending a screenshot that proves I've already completed that exact process, but he continued to refer me to the documents team.

3.) I've already cashed out twice at this house... Which means that they've agreed that my identity has been sufficiently verified on two separate occasions, the ladder occurring not even two months ago, enough to pay me out.

Planet 7. You are clearly stalling for time/attempting to discourage players from cashing out who've held up their end of the transaction by paying you fair and square. It's amazes me how quickly you'll take my bitcoin, but when the RNG doesn't work in your favor and the player comes out ahead, suddenly every process possible reverts to a speed comparable to making this request in the dawn of the industrial revolution.

I will not play here again. Ever. There are established, licensed crypto-only houses that pay me out in 15-20 min on a regular basis... and if there's a problem, their support is helpful. Not just trying to close the ticket as soon as possible. Every interaction I've had with support and every one of your processes has been nauseating. Do better.

(09:56:26) *** PLAYER joined the chat ***
(09:56:26) PLAYER: Got disconnected. I requested a cashout but wasn't asked for a BTC address to deposit to .XXXXXXXXXXXXXXXX
(09:56:36) *** Alex Moon joined the chat ***
(09:56:37) Alex Moon: Thank you for the information, please b
(09:56:38) Deposit Assistance Manager : Welcome to Deposit Assistance. While we take a moment to assign the best agent to assist your needs, can you provide your username and phone number so we can locate your account?
(09:56:39) Alex Moon: are with me.A Customer Service Representative will be better able to help you with that. I'll transfer you over to them now, okay?
(09:56:43) *** Alex Moon has transferred chat to Customer Support ***
(09:56:45) *** Alex Moon left the chat ***
(10:01:22) *** Ronald G joined the chat ***
(10:01:24) Ronald G: Hello, my name is Ronald and I will be assisting you today. Could you please provide me your username, email and phone number?
(10:02:48) Ronald G: Thank you.
(10:02:52) PLAYER: You
(10:02:54) PLAYER: oops
(10:02:59) PLAYER: You're welcome Ronald
(10:04:22) Ronald G: Due to the anonymous nature of international Bitcoin transactions involving our processors, players requesting Bitcoin withdrawals are required to send some additional documents to ensure transactional integrity as below: 1. Two (2) picture government issued ID's (eg. driver's license and passport). 2. Photograph of the player holding both ID's with the day's local newspaper. We truly apologize for this hassle and extra step of verification. We want to reassure you that these steps are to guarantee everyone's safety.
(10:05:30) PLAYER: I've already done this
(10:05:31) PLAYER: Twice
(10:05:39) Ronald G: When?
(10:05:46) PLAYER: One second
(10:08:32) Ronald G: We have not heard from you in a while. Would you like to continue this chat?
(10:08:39) PLAYER: I sent in documents that were verified on 11/3/17 and verified using your 3rd party verification system more recently on 11/9/2018
(10:09:41) Ronald G: My suggestion will be send that again since the last note is from 2017.
(10:10:43) PLAYER: Checking that now
(10:12:00) Ronald G: Do you have any other requests for me at this moment?
(10:12:30) PLAYER: Yes, I'd like to provide you with that document
(10:13:21) Ronald G: We are casino support We do not handle that information at all.
(10:13:41) Ronald G: Send that to the email paymen­[email protected]­cas­ino­sup­por­tce­nte­ and label the subject line of your email with your username and the casino you are playing.
(10:16:00) PLAYER: This is ridiculous. I just had a cashout no problem not even two months ago. I have no issues providing that documentation again. It will check out. It's just pretty obvious that any time I cash out here support is going to throw hurdles in the way to slow that process down, I think that is very much the entire point of your request.
(10:18:23) Ronald G: I do apologize for the inconvenience. May I help you with anything more today?
(10:18:33) PLAYER: Where do I send these documents..
(10:18:46) PLAYER: The "selfie" and whatnot
(10:21:00) Ronald G: To proceed with your withdrawal request, you will need to complete the identity & address verification through our third party service HooYu (you will receive an email when requesting a withdrawal with instructions). After you have completed this step, we will also need you to send us an email with a signed Authorization Form. Here is the link: http:/­/ww­w.p­lan­et7­cas­­m/p­7c-­acc­oun­t-v­eri­fic­ati­on.html *IMPORTANT: Please do not attempt to send us any documents via chat or to our support email, as they will not reach the correct department. We kindly request that you send your Authorization Form to docume­nts­@pl­ane­t7c­asi­ and label your email with your username. Please make sure to send the digital copy of the Form from the email registered on the account.
(10:21:37) PLAYER: Ronald, that's the service I was talking about before.
(10:23:20) PLAYER: Whenever I click that link, I get a message confirming that I've already done this.
(10:24:17) PLAYER: Visitor uploaded: ttt.jpg URL: https:­//v­2up­loa­ds.z­op­im.i­o/­4/q­/d/­4qd­kmL­uvO­3At­Ayk­YlR­EmA­SAZ­zbA­p7f­5U/­dd3­27c­0a1­462­dce­567­01f­8c1­4db­c30­cce­ac6­d8c­d.jpg Type: image/jpeg Size: 89894
(10:26:16) Ronald G: Send the information to the e-mail docume­nts­@pl­ane­t7c­asi­
(10:26:34) PLAYER: I'm sending this information to askgambler.
(10:27:03) Ronald G: Is there anything else I may help you with?
(10:28:08) PLAYER: Yes, is there some form of management or supervisory team I can speak to?
(10:29:08) Ronald G: We are casino support. We can only see what the documents department add
(10:29:24) Ronald G: A supervisor will be here withing 6 hours.
(10:29:56) Ronald G: If you would like to contact us via telephone, you can call us toll free from USA and Canada at 1-888-402-2065 or you can email our Support Team at [email protected]­lan­et7­cas­
(10:30:32) Ronald G: Do you have any more questions I can help you with right now?
(10:32:34) Ronald G: Since I am not receiving any response from you, this chat will be closed. Thank you for contacting Planet 7 Customer Support. If you have any other questions please contact us anytime via our Live Chat. Thank you for your time and have a great day!
(10:32:36) *** Ronald G left the chat ***
(10:33:22) *** PLAYER has rated the chat Bad ***
(10:33:22) *** PLAYER has commented: Abysmal. ***
(11:02:00) *** PLAYER left the chat ***

Posted on January 8, 2019

Dear @xmorbxxx,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on January 12, 2019

Hi Joshua--

I apologize for the frustration you've been having with this. I believe I'll be able to have this resolved for you, fairly easily.

Unfortunately, I've not been able to locate your documents. I've just sent you an email regarding this--once I have your reply, I'll be able to sort your payment.

All the best,


Posted on January 15, 2019

Dear @xmorbxxx,

Please let us know if you have cooperated the casino and sent the required information. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy