Complaint #948 Planet 7 Casino

Refund approved then account closed

By Morcon

8 years ago

Message on forum

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

Disputed Casino Planet 7 Casino

Reason Refund declined

Amount $4000

Discussion

AskGamblers

• Support Team

8 years ago

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.

Morcon

• United States

8 years ago

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.

Planet 7 Casino

• Representative

8 years ago

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

AskGamblers

• Support Team

8 years ago

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.

Planet 7 Casino Complaint Stats

Resolved 1465 / 1540

Avg. Amount $3,548

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Planet 7 Casino Complaints

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Nataniel690 here

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