Ag Awards

Planet 7 Casino - Still waiting on payment

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Amount $ 280
Ashlgg993 United States Message
Posted on October 17, 2016

This is the second time that I have opted to withdraw money the first time drug on for quite a while as well and I had to place a complaint on this website I did finally get paid however now I am in the same situation again I had approved withdrawal back in September and verify the address and now it is waiting to be mailed I contacted the live chat who said this is extremely late and he would be talking to a VIP Specialist or a manager and would let me know when that was resolved however I have still not heard anything back it is outside the time frame of the days that they told me to expect for processing I'm wanting the amount that I had requested for withdrawal in September any information I could get on this or what is taking so long would be helpful is this common with you guys to take this long for payments I only ask because this is only my second time withdrawing money and both times I've had the same experience

Posted on October 17, 2016

Dear @Ashlgg993,

Please make sure to update your complaints accordingly and clarify the total amount of the disputed withdrawal request/s.

Thank you for your cooperation.

Ashlgg993 United States Message
Posted on October 17, 2016

The amount of the winnings is $280.00
General Info

Chat start time  Oct 14, 2016 3:33:45 AM EST Chat end time  Oct 14, 2016 3:50:45 AM EST Duration (actual chatting time)  00:17:00 Operator  Bob Bergmann

Chat Transcript

info: Please wait for a Planet 7 agent to respond.
info: Thank you for using our LiveChat Service. This is 'Vik'. Please verify your Email and Username so that I can assist you.
ashlgh993: < email removed >
ashlgh993: user is ashlgh993
ashlgh993: i am still waitig to receive a withdrawl that was approved sept
Vik: Really sorry for the delay. Allow me one second to check for you.
info: Please wait while I transfer the chat to Bob Bergmann.
info: Thank you for using our LiveChat Service. This is 'Bob Bergmann'. Please verify your Email and Username so that I can assist you.
Bob Bergmann: Hi Ashleigh
ashlgh993: < email removed >
ashlgh993: user is ashlgh993
ashlgh993: am still waitig to receive a withdrawl that was approved sept
Bob Bergmann: Let me look into that for you Ashleigh
ashlgh993: 09/15/2016 04:18 PM Check Withdrawal Approved! -$245.00
ashlgh993: 09/15/2016 04:18 PM Promo Credit Withdrawal Approved! -$105.00
Bob Bergmann: Looking that up for you
Bob Bergmann: That 105.00 is the non cashable bonus from your withdrawal request
Bob Bergmann: That 245.00 one still has not been sent from your notes.
Bob Bergmann: But I will have this escalated directly with my VIP Manager
ashlgh993: why is that
ashlgh993: i was told it was approved address verrified
Bob Bergmann: And I will give that transaction number to you to reference later.
Bob Bergmann: It was approved.
ashlgh993: 10-13 days
ashlgh993: but its a over 30 days later
Bob Bergmann: There is a 3-7 Business day window for approval from request at Planet 7
Bob Bergmann: And a 7-10 business day window for processing
Bob Bergmann: after approval
Bob Bergmann: however this is very late
Bob Bergmann: and I will have this escalated right now directly with my VIP manager, who will take it up with the finance department
ashlgh993: this has happeed before to me as well
ashlgh993: will i ever get it
Bob Bergmann: you will.  Once approved you will receive your funds.
ashlgh993: i thought it was already
Bob Bergmann: Also double checked your documentation is good also.
ashlgh993: ok does this happe a lot
Bob Bergmann: It has been approved.
Bob Bergmann: Not processed yet
Bob Bergmann: But it is overdue
Bob Bergmann: That is true
Bob Bergmann: it should not have taken this long
ashlgh993: ok well will vip call me
Bob Bergmann: I will have this escalated with my manager directly.  One moment while I give you those transaction details
Bob Bergmann: I can call you in a few minutes
Bob Bergmann: one moment
ashlgh993: oh i would just like email to tell me what status is
Bob Bergmann: Trans.# 52194657 9/15/2016 4:18:34 PM Check Withdrawal - Transaction approved   ($245.00)
info: Your chat transcript will be sent to < email removed > at the end of your chat.
Bob Bergmann: When the withdrawals team coordinates the payment with the processor you should receive an email.
Bob Bergmann: Keep that trans. # handy
ashlgh993: ok
Bob Bergmann: helps for quick reference of this withdrawal.
Bob Bergmann: Would you like to receive a call?

Posted on October 20, 2016

Hi Ashlgg993--

First, I must apologize for the delays, but also for my very slow reply. Unfortunately, I've been traveling for work and I'm now just trying to get caught up while still on the road.

I've looked at your issue and I do see that your payment was sent off to processing--I believe that the tracking should be in on this. Unfortunately, being away, I only have access to certain information and this does not include tracking. I will speak with my colleague in the morning to check on the tracking and I'll be back as soon as I have that information.

Again, I truly apologize for all this.


Ashlgg993 United States Message
Posted on October 20, 2016

Thank you for looking into this. If you could let me know what you found out or what tracking info is i would appreiate it. A manager was suppose to be contacting me but i have not heard from them. Thanks

Ashlgg993 United States Message
Posted on October 22, 2016

I am trying to find out if you were able to get any information for me regarding my pay out or tracking info. I was hoping to hear something back after you looked into it

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