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Planet 7 Casino - Waiting over 4 months for withdrawal of $2,500

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Posted on September 17, 2019

I won $2500 on Planet 7 - I went through the verification process, I uploaded the required documents which were approved. I was also approved on the refund as they had emailed me.

I won this money so long ago, Its been near 4 months. Recently I was asked more information such as bank info and swift code and If I accept wire transfers made to my account in USD.

I did the research, gave them the swift code. I even requested a cheque mailed out to me.

Still waiting

Posted on September 21, 2019

Hi Cheri--

I've reviewed your account and I see that you have multiple accounts with another one of our casinos. Further, you've given inconsistent personal information between this account and your Palace of Chance accounts (so far we've found five accounts with Palace of Chance).

As this is very much against our terms and conditions, all accounts have been banned and your withdrawal has been voided.

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:

a. If there is evidence to suggest that you have more than one active account for the Casino;

I've sent all evidence to AskGamblers management to confirm what I've stated is accurate.


Posted on September 21, 2019

Good day Tawni,

Why has my withdraw been approved? Why have we gone through all of these processes? Why just recently was I asked personal bank information to expedite the wire transfer? I was told I needed a Swift Code and even asked if my bank would accept USD.

Why is this all of a sudden a problem?

I have never heard of Palace of Chance, I just went to the websight for the first time.

I just received an email yesterday from Palace of Chance - weird how all of a sudden I am getting emails from them despite me not ever going to their websight.

This is not fair that I have been waiting this long to be paid, and then accused of setting up multiple accounts.

I can provide copies of recent conversations sent to me by Aaron at Planet7

Cheri I.

Fri, Sep 13, 1:03 AM (8 days ago)

to Customer

Hi Aaron

Wires in U.S. dollars

Use our USD correspondent bank information:

Pay through Intermediary Bank: Wells Fargo Bank (FKA Wachovia).

Fedwire ABA: xxxxxxxxxx

SWIFT BIC Code: xxxxxxxxxx

On Thu, Sep 12, 2019 at 12:47 AM Aaron Mayes (Customer Support Center) wrote:

Please reply directly to this message

Aaron Mayes (Support Center)

Sep 12, 8:47 AM CEST

Hello Cheri,

Would you happen to know if your bank accepts USD international transactions?

Best regards,

Aaron Mayes with Planet 7 Support


Aaron Mayes



Posted on September 22, 2019

Dear @Cjazint,

Please keep in mind that parts of your post have been removed due to the fact they were all containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on - https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

Thank you for your cooperation.

Posted on September 22, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Planet 7 Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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