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Planet 7 Casino - Keep delaying withdrawal with spurious requests

RESOLVED
Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Amount $ 2215
Desvey Queensland Message
Posted on November 23, 2018

i appear to be having the same problems as other players. i have completed the identity authentication process and rcvd confirmation email. I have requested a withdrawal of $2500 and their 'payments' dept has approved it and rcvd confirmation email. now it is in limbo. 'Payments' says identity documentation is missing. 'Documents' says everything is complete and to contact 'payments' for processing. 'payments' say to contact customer support. 'customer support' reckon i am missing my bitcoin address' even though i showed them a copy of the confirmation email from 'payments'.. i have done everything required of me and they just keep sending me from department to department with different excuses each time. tried calling on the phone but can never get through. there is an option to request a callback but they never do.

Posted on November 27, 2018

Hi Desmond--

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

You'll be pleased to know that I had your payment sent off to our processor, earlier today: 11/26 Paid AUD $2215 for transaction #13051629. I would expect you'll find the funds in your account, early next week (possibly sooner).

All the best,

Tawni

Desvey Queensland Message
Posted on November 27, 2018

Thank you for your response Tawni. You are still delaying things though. You quote your terms and conditions when it suits you and then you also ignore them when it suits you.

Approval Of Withdrawals
All withdrawal requests must first be reviewed and approved by the casino before being sent for payment.
All withdrawal requests will be reviewed and approved, or denied, within 3 business days of your request.
Your payment will be sent within 7 business days after approval.
Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.

You sent the above response saying that I will receive the payment next week and at the very same time, one of your cohorts sends an email directly to me stating that it will take up to 15 days. How much more are you going to delay processing this payment?

Desvey Queensland Message
Posted on November 27, 2018

Now your cohort has informed me that the statement in your terms and conditions 'Your payment will be sent within 7 business days after approval.' only refers to you sending the request through to payment and payment will occur 7 to 15 days after that. There is absolutely no mention of this in your terms and conditions. Once again, I state that you are deliberately slowing down the payment of my winnings.

AskGamblers
Posted on November 30, 2018

Dear @Desvey,

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

Desvey Queensland
Posted on November 30, 2018

Hi AskGamblers,

Thank you for your help with this. I received the payment in my account yesterday.

Des

AskGamblers
Posted on December 1, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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