Ag Awards

Planet 7 Casino - Withdrawal not processed, rude support

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Amount $ 200
Posted on June 18, 2016

On may 11,2016 I signed up for planet 7, I won over 200 dollars. So I decided to withdraw 200. I verified my documents the next day. The verification process took over 2 days. The approval time took over 7 days. Every time I call I either get hung up on or the person on the other end is rude. It's very rare that I get someone nice. I'm not sure why I keep getting different answers at first I was told I'll get my money within a week, then 2 , a 3 it's been over a month. the live chat was terminated by the last customer service representative. While I was talking.

Posted on June 18, 2016

The next day they called me saying that I will not get the check by the 18th and since I'm traveling I should wait until I come back for them to send me my check and that I will not be receiving my 200 in full I will be receiving a 100 total because the third party has a processing fee of 25 and the 200 included 80 dollars in bonuses. Then the manager said he can send it bank wire, so basically they have been giving me different answers for over a month I don't think it's worth it anymore. I would like a refund of the amounts charged to my account 31.41 and 31.88 which they say that is going to take 10-15 business days.

Posted on June 18, 2016

I called again today I spoke to a customer service and then I was connected manager to mark I explained everything to him and he said no problem I'll get my refund of $63.29 but it will take 5-45 business days.

Posted on June 18, 2016

When I asked him to send me an email about what we agreed upon, he said no that they don’t do that. So they can send me emails wanting my personal information but they can't give me their word for a refund ?

Posted on June 18, 2016

I tried to login to my account it with the login information that I use all the time , it didn't work so I called the casino. It turns out that my account was deactivated by them since they said I threatened the casino supposedly. Then I asked how I threatened them, she said I said the casino is not a serious casino. How is that a threat ????? Then she said the refund process takes 7-50, then she rechecked and said 5-45 business days.

Posted on June 19, 2016

I called again after I received an automatic email response, that stated that they did not receive my email. So I'm guessing they are not going to do anything.

Posted on June 23, 2016

Hi Heidij91--

I'm sorry for the delays and frustration you've experienced with this.

I am looking into this and will be back later today with an update.

All the best,


Posted on June 24, 2016

Hi Heidij91--

I've had a look at your account and while I understand your frustration, I certainly don't see where our support staff has been rude to you (I've read the chat transcripts).

I realize you've experienced delays with this, however, now you've decided you'd simply prefer a refund of your deposits, so we are accommodating you in this way. The refunds have already been requested and receipt of these funds can take up to 45 days (generally less).

I hope this clears things up,


Posted on June 25, 2016

Thank you tawani after not hearing from you guys I called after my last post I gave up. It is a long wait time for something that took two seconds to take out.

Posted on June 25, 2016

By the way they were extremely difficult in the end after they closed my account .

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