Complaint #1536
Planet 7 Casino
Payment delayed followed by account access restricted
7 years ago
On March 8th, 2019 I submitted a request for a withdrawal request in the amount of $750. My request remained in a pending status until March 22 at which point I was required to resubmit my withdrawal request. On approximately April 10th my withdrawal request was approved for payment. On April 23 I received an email from PURVI in the finance department stating that my winnings in the prior approved amount of $625 had been sent to my bank account via the updated wire transfer account information. However, as I attempted to access my player account I received an error message that stated account access restricted. I submitted a chat request to obtain information on what caused the restriction as well as the status of my payment since I have not received it. I received an email stating someone was assigned to investigate and would be contacting me within 5 business days. Since I never received a call or an email I called customer service and was told that I would not longer be able to access my account and the decision would not be reversed. I was also informed that payment was not made and I would not be able to collect my winnings. Yet I was not given any valid explanation for my account being revoked or why I was told payment was made when it was not. I am willing to just collect my winnings which I am fully entitled to collecting and severing all ties with planet 7 once I receive payment.
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