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Planet 7 Casino - Warning, 9 weeks later, still waiting for my $155 payment!

RESOLVED
RundieMC Georgia(US)
posted on July 3, 2018.

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.

posted on July 6, 2018.

Hi Drew--

I'm very sorry for the difficulties you've had with this.

I've checked on your account and I see your payment was issued to your wallet, yesterday: 7/5 Paid $155 (0.02386922) Bitcoin for transaction #104073781.

I wish you all the best,

Tawni

AskGamblers
posted on July 6, 2018.

Dear @RundieMC,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

RundieMC Georgia(US)
posted on July 7, 2018.

So.. I logged into the support chat later in the day on 7/3, after I logged this post. The person who i spoke with told me that Bitcoin was no longer a valid option for my withdrawal... and that I needed to choose a different option... As you might imagine, I was beyond pissed at this point. Sorry, no better way to put it. She began asking for my bank info and sent the canned instructions for the bank wire.. I continued to inquire about what was going on.. Why it happened.. Why I was told something different originally and about 30 times speaking with reps who never mentioned bitcoin being a problem. I was so bothered by the whole siutation, we got to a lull in the conversation where my questions were not getting answered and I just logged off. Approx. 21 hours after I submittted this post, I am notified by my BTC wallet that I have recieved funds. . . Finally.. but.. Wow.. This was with only a $400/$155 withdrawal request.. I'll end the rant by stating - This was the last transaction I'll be enduring with Planet 7.

Thank you askgamblers.com for giving me an effective platform and a leg to stand on during the "wait"...

AskGamblers
posted on July 10, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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