Refund not processed, Withdrawals delayed and not found, horrible customer support

Hello,

My name is William < surname removed > and my username on Planet 7 is wzackeru. I am contacting support with numerous issues. 

Issue 1: I have 2 pending withdrawals one on April 2nd $100 check and one on April 12th $150 direct deposit. I have attached both of these emails as screen shots as proof. After several unsuccessful chats with supports and my calls to the help line going to voicemail with no response, I feel that something went wrong on your guys end and I am not being informed of it. Not only have I had zero helpful responses in the online chat, I have been disconnected and had people leave the chat after my questions have been left un­ans­wered. I also have a withdrawal for $122 that is well out of the window for being paid (requested on March 24th approved on April 17th). I also have a confirmation email on April 9th that confirms ALL of my documentation was received and completed.

Issue 2: On April 18th I tried to deposi­t $5­0.0­0 into my account to use a promotion. Instead 500 dollars was debited and I immediately contacted custom­er s­upport. I let them know that this is not right and that approx­ima­tel­y $5­06 was removed from my CC account. I was then told that it would take 2 weeks to get my refund back and that as soon as the process was started I would receive an email to confirm this. Well, I never did and as a result called my credit card company and had the charge reversed as fraud, because that is what it is. Not only did I never receive ANY of my 5 withdrawals, money that was incorrectly deposited and should have never been in the casino was not returned to me even though I noticed immediately after playing a few small small spins and reported it. On April 28th I received a response saying that it was sent and asking if I cancelled my bank account for pending withdrawals. The answer to this is a resounding no, the card I use to deposit and account I use to receive my money are completely separate. This is the email I received in regards to all of my issues:

Apr 29, 18:27 EDT

Dear Willian,

Thank you for your email.

After checking carefully all the interactions we noticed that you mentioned that you canceled your card? We would like to know if this is accurate because we sent the refund to that card as we mentioned we did.

We also would like to know if you mentioned about any other transaction is fraudulent with your bank as you did with the $500. The reason your bank canceled the dispute is because the refund was in the way, but since you mentioned you canceled the card, it might not reach you now since there is no place for the money. Can you please confirm if the card was canceled or not?

After that we can proceed with further information, but now we will need this information as soon as possible so we can check the next steps.

If you have any other query please do not hesitate to contact us on email or with our customer support team via chat for further assistance, we are available 24/7.

Regards,

What is very interesting here that instead of addressing any of my other questions you say the refund had been sent with no tracking or confirmation email as promised. This is an issue on planet 7's end and the fact that they are leading it towards me in this email is ridiculous and unfounded.

Issue 3: I have not received any of my money yet. I understand that international deposits take a while but this is ridiculous. There is no tracking confirmation, and simply the confirmation email with no amount attached with the withdrawal request email. This then disappears out of my planet 7 account once it is accepted or denied with zero way for me to track it. At this point I feel I am going to be forced to take legal action or at the very least go public with the information I have and lack of information your company seems to have an abundant amount of. So here is what I am asking for:

1. The ­$50­0 refund was cancelled by my credit card. This will not/ should not be disputed by your company as I am well within my legal right to do so especially since it is fraud and wasnt dealt with immediately by your companies refund department. I did not play with the money and reported it IMMEDIATELY minutes after the deposit happened. Even after speaking to a rep I was uneasy about the process. I even waited a week for a confirmation email and after repeated failed attempts to reach customer service via phone to resolve this with you guys my only choice was to cancel it on my end. Any sort of follow up from your company to reclaim this money (only to refund it back to me?) The other option is if my cc company denied my request due to interference from planet 7 I would like the refund deposited directly into my bank account on file accompanied by tracking and email updates. Let me be clear I do not trust any reassurances with out tracking info or semi daily updates directly to me.

2. If my two transactions from April 2nd and April 12th are not found and recovered I want ALL deposits I made to be sent to me with an alternative method. As I have said before I had to reverse and cancel my credit card due to the unresponsiveness of your support department other than sending me the same piece of information for the waiting period to receive my funds. Let me be clear, I have evidence you received withdrawal requests, if they just "disappeared" then you guys owe me all of my money back, I dont gamble for the bells and whistles, I gamble for a chance to multiply my return, which in my opinion is impossible with you site since it seeks to be as slow as possible in disbursing funds and keeping players in the dark. If I am not compensated fairly for this error on your end I will go public with facts and information. I also want these deposited back into my account on file if you cannot locate the withdrawal requests.

3. I want all of my concerns and questions addressed in a timely fashion. I want confirmation numbers, dates, amounts, real names, real service, real RESULTS. I have been overly patient with waiting for money I am owed not only from gambling, but from money that was essentially stolen from me from your deposit center. 

Rest assured I will never, ever gamble on your site again. While I appreciate the concern shown for me by certain representatives, they are largely unresponsive and unhelpful unless I am trying to make a deposit, which in that case it seems to be all hands on deck to get my money. I am thoroughly dismayed and disappointed in the treatment I have received and for this reason have kept meticulous documentation every step of the way. Some of the things that have happened are not only reprehensible and wrong, they are illegal. 

Since your mother company is based out of Costa Rica on some very shaky licensure I am sure I am not the first to have these complaints, nor will I be even close to the last. I am looking for the right thing to happen here and nothing more. I don't want to make a big deal about anything, I just want what is rightfully mine and I want answers to questions that I have been getting stone walled on for a month now. Enough is enough. 

Respectfully,