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Planet 7 Casino - Refund approved then account closed

RESOLVED
Morcon United States Message
Posted on 18 September 2017

I made a deposit with a match bonus and completed all required play-through. I ended up deciding to withdraw after winning $4000. Casino asked for verification docs, I sent them in, all good. In fact, I received an email asking for my correct SWIFT code (I had a letter wrong) and they would be sending my bank wire info on to the finance dept. Email sent to me on Sept. 7th:

"Dear Kelly,

Thank you for the information provided.

The wire details were sent over to our finance department. The team will review them and update your account shortly.

All the best,

Amy < surname removed >

Casino Support Manager"

In the meantime I had waited the "3 business day pending period" and reached out to customer support on 9/9/17. I was told the withdrawal was approved on 9/8/17 (via bank wire) and they would wire funds within 7 business days. I realize today has not been seven business days, however, I just attempted to log into my account and it's been closed. I reached out to customer service again and was told that the casino can close accounts for any reason and then the operator just logged off.

This is not right or fair.

Kelly

Posted on 21 September 2017

Hi Kelly--

I'm very sorry for the delays you've experienced with this.

I've checked on your account and I see your payment was sent off to our processor, yesterday. With this in mind, I would expect you'll find the payment reflected in your bank account, early next week (possibly sooner).

I wish you all the best,

Tawni

Morcon United States Message
Posted on 21 September 2017

Thanks Tawni. I'm sure you don't hear this very often but the work you do is appreciated. Responding to complaints all day must wear you down!

I would like to keep this open to confirm payment.

Posted on 25 September 2017

Hi Kelly--

Thanks for the kind words--much appreciated. ;-)

Please let me know once you've received your payment...

All the best,

Tawni

Morcon United States Message
Posted on 27 September 2017

Hi Tawni,

I wanted to give you an update. As of Wednesday evening no money has been deposited in my account. Just wondering if you could look into it.

Thanks!

Kelly

Posted on 30 September 2017

Hi Kelly--

I'm one step ahead on this...

I've been screamed at by several players over the past few days (thank you for not screaming), saying they've not received their wires, either. All of the missing wires came from the same batch that went to be processed on the 20th, so it was clear that something was not right.

I spoke with our CFO regarding this and from what he's told me, everything in this batch appears correct--for whatever reason, it's just much slower than usual. This sort of thing doesn't happen often (generally, wires hit within a few days), but it does happen from time to time.

I'm asking all players whose payments went off in this batch to please check their bank accounts, Monday. If the wire has not been received at this point, we'll have to sort this out with the processor involved.

My sincerest apologies for this.

Tawni

Morcon United States Message
Posted on 30 September 2017

Hi Tawni,

Well, I'm a therapist so it's not in my nature to scream : ). I appreciate you checking up on this and I will certainly let you know on Monday if it's been received.

Thanks!

Morcon United States Message
Posted on 02 October 2017

Hi Tawni,

It's close of business on Monday the 2nd and no wire has been received. I called the bank earlier and they can't see one pending. Do you have a wire tracking number?

Also, the first wire was for $2500 and the second one for $1500. Do I need to wait until the first one is received before you send the second one?

One last question :) Is it possible to just send a check overnight express or something else quick like that?

Thanks!

Kelly

Morcon United States Message
Posted on 06 October 2017

Hi Tawni,

I did receive a wire but it wasn't the right amount. It should be $4000 total, broken up into two wires of $2500 and $1500. The one I received was for $1682??

Can you let me know what you see on your end?

Thanks - Kelly

AskGamblers
Posted on 10 October 2017

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Planet 7 Casino management will soon jump in with an update on this complaint.

Posted on 11 October 2017

Hi Kelly--

I've looked into this and please don't shoot the messenger...

When you made your deposit ($725), you used a 300% coupon ($2,275.00). All of our bonuses are non-withdrawable and as a result that amount was removed from your withdrawal.

I'm so sorry for the disappointment with this.

All the best,

Tawni

Morcon United States Message
Posted on 13 October 2017

Hi Tawni,

That's okay. I guess I wasn't factoring that in. I just assumed the amount that was approved was the amount I was getting. Thanks for looking into it anyway.

AskGamblers
Posted on 13 October 2017

Based on submitter's last post and explanation provided by Planet 7 Casino, AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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