Complaint #1101
Planet 7 Casino
Stalling verification
8 years ago
I joined this casino on Christmas Day. After I grew my account’s balance, I decided to submit a withdrawal claim on 12/26. I immediately supplied all required documents to verify the authenticity of my account. On 12/28 I decided to ask an employee via live chat about the status of my request.
I was told that times were slow because of the holiday season. The documents are supposed to be reviewed within 24-72 hours of the Casino’s receipt. I waited until 72 hours passed to follow up. I was then told a series of different excuses from several employees to regarding the delay.
One employee told me that I will now need to wait for 7-10 days for the document department to update my profile. I asked why, and I asked if my documents have been approved. The employee informed me that the documents have been approved. So, I asked for him to send me a written confirmation that the documents were approved. He then said if I come back in 8 hours and ask someone via live chat, they can do it immediately for me. This was on a Friday. I told him tomorrow would be Saturday and he mentioned that the document department would not be open until the new year.
I then asked another employee and was informed that the documents had not been reviewed yet. So, I was lied to by the first employee. I am trying to make a withdrawal and I now fear that I will never see this money because of the lies I am being told. I recommend to avoid this casino unless this issue becomes resolved.
I was told that times were slow because of the holiday season. The documents are supposed to be reviewed within 24-72 hours of the Casino’s receipt. I waited until 72 hours passed to follow up. I was then told a series of different excuses from several employees to regarding the delay.
One employee told me that I will now need to wait for 7-10 days for the document department to update my profile. I asked why, and I asked if my documents have been approved. The employee informed me that the documents have been approved. So, I asked for him to send me a written confirmation that the documents were approved. He then said if I come back in 8 hours and ask someone via live chat, they can do it immediately for me. This was on a Friday. I told him tomorrow would be Saturday and he mentioned that the document department would not be open until the new year.
I then asked another employee and was informed that the documents had not been reviewed yet. So, I was lied to by the first employee. I am trying to make a withdrawal and I now fear that I will never see this money because of the lies I am being told. I recommend to avoid this casino unless this issue becomes resolved.
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