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Planet 7 Casino - Unable to withdraw winnings made prior to 10/30/2018

RESOLVED
Posted on November 13, 2018.

In early October,2018, I started playing at Planet7 casino with my own money, never taking any of the offered bonuses! Over the month of October I got my winnings up to about $3200.00. So, on 10/20/18, I decided to withdraw $2500.00, which to this complaint that I am filing today! I have according to the casinos terms and conditions, sent to HooYu and to Http:/­/ww­w.p­lan­et7­cas­ino.co­m/p­7c-­acc­oun­t-v­eri­fic­ati­on.h­tml, 3 sets of certifying documents, which I never received a response as to whether the documnts were received or if any additional information was needed! Additionally, I made 4 separate $2500.00 automated withdrawal requests. Each time the money was removed from my account for a twenty-four hour period, then returned to my account, with NO explanation as to what went wrong? Therefore, I don't have a choice other then to file this complaint!

Posted on November 17, 2018.

Hi Robert--

I'm very sorry for the difficulties you've been having with this and I'll do my best to resolve this as quickly as possible.

While I have no reason to doubt that you've sent your documents, they're not noted on your account. As I don't work directly with our Documents Department (I work solely with our Payments Manager), in order to resolve this most expeditiously, I'd like to ask that you forward your documents directly to me--I'll also need information regarding your preferred method of payment. Our Payments Manager has authority to approve your documents, so this will be the easiest way, going forward.

I've just sent you an email regarding this. As soon as I receive your reply with all of the necessary information, I can sort the approvals and have your withdrawal issued for you.

Much appreciated,

Tawni

AskGamblers
Posted on November 17, 2018.

Dear @mrtrip,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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