Complaint #743
Planet 7 Casino
Withdraw request denied, funds disappeared
9 years ago
Over the course of time that I have played on planet 7 casino I have used many bonus codes, and the vast majority of them were "NO RULES" bonuses with no required playthrough (other than that of the deposit + the bonus)
Doing this I have played through all of my deposits and bonuses and have won thousands of dollars.
At one point when my available for withdrawal balance was over 4500, I placed two withdrawal requests for 2500 and (I believe) 2000.
I received emails confirming withdrawal requests but unfortunately they do not detail the amount. I placed these requests on 4/16/17.
On 4/20/17 I received two emails stating the requests were denied, but the funds were not returned to my account.
On 4/24/17 I received another email stating that additional documentation was needed. I supplied this documentation via email and received an automatic email saying I would be contacted in 5-7 business days but was not contacted.
Since then I have multiple times and more consistently as more time has passed have attempted to inquire about the status of my withdrawal but have been unable to get a solid answer. Tonight a live chat agent was finally able to answer me, but I was not able to gain clarification from them on further questioning and their wording was very confusing. Eventually they stopped answering my questions, sent automated "please continue waiting" messages for a while, and then disconnected the chat without responding to my requests and questions for clarification. What the representative said made it sound like one very small bonus that I had little to no winnings from (APPRECIATION), somehow has invalidated the thousands of dollars I won from entirely separate deposits and bonuses.
At this point I feel very strongly that the casino is attempting to skirt payment illegitimately. I highly appreciate any assistance with this matter.
Doing this I have played through all of my deposits and bonuses and have won thousands of dollars.
At one point when my available for withdrawal balance was over 4500, I placed two withdrawal requests for 2500 and (I believe) 2000.
I received emails confirming withdrawal requests but unfortunately they do not detail the amount. I placed these requests on 4/16/17.
On 4/20/17 I received two emails stating the requests were denied, but the funds were not returned to my account.
On 4/24/17 I received another email stating that additional documentation was needed. I supplied this documentation via email and received an automatic email saying I would be contacted in 5-7 business days but was not contacted.
Since then I have multiple times and more consistently as more time has passed have attempted to inquire about the status of my withdrawal but have been unable to get a solid answer. Tonight a live chat agent was finally able to answer me, but I was not able to gain clarification from them on further questioning and their wording was very confusing. Eventually they stopped answering my questions, sent automated "please continue waiting" messages for a while, and then disconnected the chat without responding to my requests and questions for clarification. What the representative said made it sound like one very small bonus that I had little to no winnings from (APPRECIATION), somehow has invalidated the thousands of dollars I won from entirely separate deposits and bonuses.
At this point I feel very strongly that the casino is attempting to skirt payment illegitimately. I highly appreciate any assistance with this matter.
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