Would Like The Money I Won
Hi. I have been waiting for my withdrawal from planet7 since April of 2019... I went through the process and thought I was going to get my money back. However, months went by and later on I saw that the amount I won no longer showed up to withdraw. So I thought again maybe that meant it was on it's way... I contacted them and they said they didn't see anything about a withdrawal. So, I decided not to worry about it. However, on Jan 22 of this year, I got a call from planet 7 telling me about the money I won and asked if I wanted to withdraw or play it. I told him withdraw and he told me to go to their website in order to do so. I explained to him that last time I checked it wasn't on there and he said that, that was because they were having problems with withdrawals and that it been back on there since October 2019. So, I requested a withdrawal of $500 check because last time I requested for wire and nothing came through... After that I have been going back and forth with them trying to figure out how I can get the money they told me I won. I have a few chat transcripts after I realized that they obviously didn't want to give me the money .... Here it is..
Chat Transcript with Glory
Chat started on 29 Jan 2020, 05:35 PM (GMT+0)
(05:35:17) *** Glory joined the chat ***
(05:35:17) Glory Username: Brownie90
(05:35:29) Casino Support Center: Welcome to Planet 7 Casino! So we can best assist you can you provide your username and let us know how we can help today?
(05:35:41) Glory : Username: Brownie90
(05:35:53) *** Katty Z joined the chat ***
(05:36:09) Glory: I would like to check the status of my withdrawal request
(05:36:19) Katty Z: Let me check that for you please.
(05:37:12) Glory: ok
(05:38:22) Katty Z: Finance is requesting for a payment method information
(05:38:24) Katty Z: please
(05:38:39) Glory : I put check
(05:38:48) Katty Z: That will be :
(05:38:54) Katty Z: • Name of the bank : • Address of player: • Name on ID : • Phone number : • Email : • Currency : • Bank Accepts international checks : With this information, I can work with our finance department and prioritize your request.
(05:39:12) Glory : And they haven't sent an email asking me for any information
(05:39:23) Glory: Is there a way to contact them?
(05:39:47) Katty Z: You can sent them to payments@casinosupportcenter.com
(05:39:53) Katty Z: Only via email
(05:41:08) Glory: My bank name is chase
(05:41:32) Katty Z: Chase Manhattan ?
(05:41:53) Glory : JPMorgan Chase
(05:42:34) Katty Z: Unfortunately no , you need to sent another Bank information please
(05:43:11) Glory : That's the only bank I have..... Can yall wire it through moneygram
(05:44:17) Katty Z: Unfortunately no
(05:44:39) Glory : Well, how can I get my money?
(05:45:50) Katty Z: we need another Bank details please
(05:46:13) Glory : Can you send it to someone else's bank account?
(05:48:06) Katty Z: No, it has to be under your name
(05:49:41) Glory: Is there a manager or supervisor I can speak to? Because I don't understand how I can win money, but can't get it
(05:51:03) Katty Z: A better way , you can contact a payout specialist , they will be available in 2 hours
(05:51:47) Glory: what is a payout specialist. How can they help?
(05:52:49) Katty Z: they are the ones in charge of Banking or Finance information , they can guide you in regards the bank information , however , it is as explained , as I checked , the bank that you have is not eligible for us , however , you can contact them to double check
(05:53:11) Katty Z: Or
(05:53:12) Katty Z: also
(05:53:24) Katty Z: you can email then for better assistance in regards
(05:53:53) Glory: okay. So if my bank say they accept. Will yall send my check?
(05:56:06) Glory : their website says $15 per transfer OR$0 if the transfer was originally sent with the help of a Chase banker or using chase.com or Chase Mobile
(05:56:25) Katty Z: I recommend you to contact us first and give us the name of the Bank , so we can check
(05:56:58) Glory : That is my bank and they say they accept
(05:57:53) Katty Z: N, sorry , accept by us
(05:58:04) Katty Z: If Finance is able to use the Bank
(05:58:16) Katty Z: the one that you provided me , i checked and unfortunately no
(05:59:13) Glory: To be honest. I think yall just dont want to send me the money I won..... Can you tell me what banks yall do accept?
(06:00:50) Katty Z: I do not handle that information , and we can not provide that ...
(06:01:04) Katty Z: What we can do is , confirm if it is available for Finance or not
(06:01:09) Katty Z: Sorry any inconvenience
(06:02:57) Glory : Well, I will be sending a transcript of this email to a lawyer I know, so that he can check to see if yall legit. Because I just read online that yall have been blacklisted because yall do not like to give people their payout
(06:03:38) Katty Z: I can sent it to your email right away
(06:03:50) Katty Z: email sent
(06:04:40) Katty Z: Do you have any other requests for me at this moment?
(06:05:21) *** Glory left the chat ***\
Chat Transcript with Glory
Chat started on 29 Jan 2020, 06:15 PM (GMT+0)
(06:15:29) *** Glory joined the chat ***
(06:15:29) Glory : K
(06:15:41) Casino Support Center: Welcome to Planet 7 Casino! So we can best assist you can you provide your username and let us know how we can help today?
(06:15:43) Glory: Brownie90
(06:15:57) *** Joakin < surname removed > joined the chat ***
(06:16:10) Joakin < surname removed >: You're welcome. I've already added the bonus to your account.
(06:16:13) Joakin < surname removed >: Do you have any other requests for me at this moment?
(06:16:21) Joakin < surname removed >: You're welcome. I've already added the bonus to your account. Do you have any other requests for me at this moment?
(06:16:58) Joakin < surname removed >: Thanks for contacting Planet 7 Casino. I will do my best to help you today.
(06:17:01) Glory: I didn't make a bonus request. I made a withdrawal request but I would like to change the method I receive it
(06:17:43) Joakin < surname removed >: Allow me a moment while I check your account. Thank you for your patience!
(06:17:55) Glory : ok
(06:19:19) Joakin < surname removed >: Thank you for waiting. Upon checking on your account, are you referring on your $500 request ?
(06:19:26) Glory : yes
(06:20:46) Joakin < surname removed >: You requested for check and wanted to change it to wire/
(06:21:01) Glory : No I want to change it to bitcoin
(06:21:38) Joakin < surname removed >: For bitcoin, you need to have a bitcoin deposit with us.
(06:22:37) Glory : So, there's no real way to get my money
(06:23:14) Joakin < surname removed >: By wire transfer.
(06:23:32) Glory : what kind of wire transfer? How can I do that?
(06:23:57) Joakin < surname removed >: If you would like to be paid via Bank Wire, please take note of the following: ** Important: Please add the username (login) and casino name and send your queries to payments@casinosupportcenter.com. Please bear in mind all information is mandatory and incomplete information will prevent us from answering your email. ** • Bank Name: • Bank Address (Physical address of the branch you visit): • Exact Name registered on the account (*): • Address of player (Street, City/ Area, District /State, Postal code, Country): • IBAN # (**): • Swift Code: (Capital letters and numbers only) • Sort Code: • Currency: (Must accept US dollars) • Checking or savings: • Place of Birth (Country/City): (*) If you are submitting new wire information, the bank account must be in your name as an individual bank account holder. No joint bank accounts accepted. (**)We CANNOT send wires to Business accounts. IMPORTANT Notes: - We cannot use Intermediary or Third-party banks. - The Bank's address cannot be a P.O. BOX. *Please be aware that as this is an international transaction, your bank and the other banks involved may charge additional currency conversion and fees.
(06:26:01) Glory : Okay, my bank does wire transfers but yall said yall don't accept them. Which is why I asked to receive a check
(06:26:22) Glory: 'but then yall said yall only send check if yall sure the bank will accept
(06:26:40) Joakin < surname removed >: What bank are you using?
(06:26:52) Glory : JPMorgan Chase
(06:27:04) Glory : It's the only bank I have
(06:28:00) Joakin < surname removed >: In the meantime, we recommend that you use a different bank to have your wire sent to. It's impossible to provide a list of banks we accept because it's a dynamic list and changing all the time, you can use any large national bank that processes both FedACH and Fedwire payments with a valid SWIFT code another bank that processes both FedACH and Fedwire payments with a valid SWIFT code.
(06:28:26) Glory : Chase does that
(06:29:09) Joakin < surname removed >: But we don't deal with Chase.
(06:29:26) Glory :chase is a national bank
(06:29:42) Glory : what about the bank of america?
(06:30:39) Joakin < surname removed >: Chase, Wells Fargo and Bank Of america. We don't deal with them.
(06:30:54) Glory : Ally bank?
(06:31:52) Joakin < surname removed >: As long they do international transactions.
(06:32:58) Glory: Well, can you check please? Because my other bank says it does international but yall dont accept them. So, I will try with Ally bank. So can you check before I give you the information?
(06:33:49) Joakin < surname removed >: Better email our payments department regarding that.
(06:34:36) Glory : lol... I think yall just trying to find another excuse to come up with
(06:34:55) Glory : Can I get that email?
(06:35:24) Joakin < surname removed >: Send your email to payments@casinosupportcenter.com.
(06:36:18) Glory : Sure will do. I would love to see what yall say next
(06:36:33) Joakin < surname removed >: Is there anything else I may help you with?
(06:37:19) *** Glory left the chat ***
Chat Transcript with Glory
Chat started on 03 Feb 2020, 07:25 PM (GMT+0)
(07:25:43) *** Glory joined the chat ***
(07:25:43) Glory : HI
(07:25:55) Casino Support Center: Welcome to Planet 7 Casino! So we can best assist you can you provide your username and let us know how we can help today?
(07:26:01) Glory : Brownie90
(07:26:32) *** Bryan C joined the chat ***
(07:26:36) Bryan C: My name is Bryan. I will be assisting you today
(07:27:00) Glory : I'm contacting you regarding my withdrawal. I would like it to be wired to
(07:27:04) Glory : This is where I gave them my wire information
(07:30:26) Bryan C: Thank you for the information
(07:30:39) Glory : How long should it take?
(07:31:43) Bryan C: Finance should approve this information on this week
(07:32:00) Glory: okay. Thanks
(07:33:09) *** Glory left the chat *
I also sent an email to their finance department and havent heard back
To:payments@casinosupportcenter.com
Jan 29 at 1:47 PM
Username: Brownie90
I would like my withdrawal to be sent to:
I gave them my wire information
And I contacted their customer support team:
Feb 3, 8:23 PM CET
Hi. I'm trying to withdraw my money
Submitted from: https://www.planet7casino.com/webplay/
Ekaterina W. (Customer Support Center)
To:Glory
Feb 3, 9:17 PM CET
Hello Glory,
This is Ekaterina < surname removed >. following up on your ticket number 5845017.
Currently Playable Balance: $23.38 (USD) This amount cannot be request as withdrawal, minimum amount it is $100.00
You have a request for $500.00 made on 01-22-2020
We noticed you shared the wire details via chat, but please send the same information via email to Finance department
payments@casinosupportcenter.com label the email with your name, username and Casino name.
Regards,
Ekaterina < surname removed >.
Feb 4, 12:58 AM CET
Hi. I have contacted your finance department about receiving my $500 withdrawal. However, I haven't heard from them. So, maybe you can pass on the message because I would really like my money... Thank You
Feb 4, 1:54 PM CET
Hello Glory,
This is Ekaterina W. following up on your ticket number 5845017.
They will take a look to your email as soon as possible.
Regards,
Ekaterina W.
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