Complaint #1267
Planet 7 Casino
Warning, 9 weeks later, still waiting for my $155 payment!
7 years ago
So I finally got a few decent wins in a row playing slots at planet 7. Since I had yet to attempt a withdrawal at this casino, I decided it was time to give it a shot and request a small withdrawal. I read through all the details of the withdrawal process and the bonus requirements before I submitted the request, to make sure I didn't run into any "unexpected's". I submitted my mandatory ID documents on 5/17, submitted my BTC address on 5/20, and requested a withdrawal on 5/21. Since my "Available Withdrawal" amount showed as $400.33, I assumed it was indeed available to withdrawal for that amount. A week or so went by and I began inquiring about the status of my withdrawal, through their live chat support. I was told it was still pending approval. On 6/3, now 13 days since my request, my request was approved for $155 (minus bonus max? apparently?), as explained by another support person in their live chat. (The site states that withdrawal requests will be reviewed within 3-5 days of the request. They also state that requests will be approved 7 business days from the request date) So.. great, finally approved, even if we're already outside the timeline terms of their stated policy at this point and even if it's less than the amount of the "withdrawable amount". at least I'm getting something, right? So several live chats with support later, each asking me to be patient and each stating that they are escalating my case to the financial dept (never received any indication that this escalation has actually taken place or not)., here we are 42 days later... still no funds received in my BTC wallet. I wonder if I'll get paid at all at this point.. I get that there may be delays with an increased amount of withdrawal requests... but the website needs to publish that, up front. Yes it will look bad.. Yes it will possibly deter new players from joining.. But at least it would help manage the expectations of players who are expecting the timeline to be what is stated in their terms and conditions and also expecting the casino to honor their own policies. So since they don't let you know up front, I'm sharing this. I hope this comes as a warning/heads up, to all that plan to play with Planet 7 casino. The stated timelines for withdrawal are completely irrelevant. Proceed with caution and/or don't bank on receiving any returns from them. Would love for a planet 7 rep to reply here but I won't hold my breath.
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