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Planet 7 Casino - $8553.96 withdrawal/bonus issue

Complaint Info
Disputed casino Planet 7 Casino
Reason Declined payment
Amount $ 8553.96
ndesantis91 United States
Posted on May 23, 2017

I am having some issues with Planet 7. on 5/22 early in the AM I logged in. Free spins were added without clicking, and all games besides popinata were locked. I also had a weekly cash back deposited in my account in the amount of roughly $800. During my 14 free spins that were forced to play before moving on to another slot game I won a total of 80 cents. After winning the whole 80 cents I moved on to another slot. I wagered about seven $7.50 bets on the game Super 6. I had lost about $40 during these bets and was using my weekly cash back money. I hit for $15,000 in a bonus! After playing for a few more hours due to the play through requirements of 30X on slots my bank roll went down to about $2000. I went to blackjack and got it up to $8,500. I am now being told that I am not eligible to withdraw it. One live chat person told me I had $51,000 in play through requirements still to go... My weekly cash back of $800 X 30 was $24,000 of which I surpassed in my wagers (no idea where she got that number) After this she told me there were technical difficulties and she was not able to use her computer. So I went to another live chat department. This live chat agent began to tell me my withdraw would be declined. Opposing to what the other reps stated, she was saying that although I played through my 80 cents of free spins and was using my cash back during my 30-40,000 of wagers, that the free spin rules still applied and trumped my cash back rules, voiding all wins and blackjack wins. I am very upset by all of the mis information and different stories I have received from each agent, and on top of that now being told I am not able to withdraw my winnings. It may not be relevant to this current situation, but I have deposited much over my withdraw of $8,500 in this site with never withdrawing or winning before. Now that I finally get to the point I have won, it is very frustrating being told conflicting stories from different agents, and now being told my winnings are void. Help would be appreciated on this.

ndesantis91 United States
Posted on May 23, 2017

I would like to update this since the time of posting it. Since the time of posting it hearing very conflicted statements from the live chat agents, I continued to play slots to make sure I beat the wagering requirement. I ended up wagering a total of $163,000 and I went up and down until ending at $24,158.54. I At this point I was done playing and since have submitted my required authorization documents a total of 7 times. Each time I talk to a rep I am told they have not been received. I spoke to about 4 different live chat agents all very friendly and professional who all told me I was eligible for the full $24,158.54... All that was needed was to receive the documents. I sent them a total of two more times. Still not received.

About an hour ago I called the VIP number for planet7casino, and after days of unsuccesful calls not being answered I finally got through to a friendly service rep. I spent 30 minutes on the phone having him go over my account, he then went to a supervisor for about 10 minutes and came back and told me I am fully 100% eligible for the full amount, and that my weekly insurance cashback playthrough was only $51,000 (60x play on table, 30x on slot). He then proceeded to tell me to send the documents again. I have sent them 7 times now in total.

I am confused as to why they have not been recieved. I have requested the full amount as a cash out and am way past the advertised 2 business days for approval on documents.

The withdrawals have not been approved yet, I have sent other emails to all planet7 emails ( about 25 in total) and have never once received a reply.

At this point I am lost on how to get my documents to planet7casino for withdrawal. There is nothing more I can do.

Once they are received I will post an update as to if the withdrawals are all approved.

I am seeking help on getting through to the casino to get my documents retrieved and processed in a manner that isnt weeks over the advertised withdrawal period time on the website.

I would like to make clear that as of now I have no problem with planet7 and will be a loyal member. All I can emphasize is how difficult it can be to get anything done in terms of withdrawing. No one has been able to help and I am lost on what to do

Posted on May 27, 2017

Hi Nicholas--

I'm so sorry for all the confusion with this, but I promise, I'm here to help you. ;-)

I've had a brief look at your account (it's confusing even for me) and I do see that it is currently under review. I need to speak with our Withdrawals Manager to get a better understanding of what the issue is, but I can assure you, I will do everything possible to have this resolved fairly and quickly.

I'll be back with a response by Tuesday at the latest (our Withdrawals Manager is not in until Monday).

All the best,


Posted on May 30, 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.

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