Ag Awards

Planet 7 Casino - Withdrawals not received from last year, newest withdrawal also not received

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Amount $ 3558
Hoard1 United States
Posted on March 2, 2017


Need some support on the following inquiries below:

1) I'm still waiting on my 900$ withdrawal that was approved on 1/20. I called VIP today And here that it has not been ever sent over to finance. Please let me know when I may receive.

2) I spoke with a few VIP hosts who have also advised that my withdrawals from last year in feb/mar 2016 for 2658 should be wired and not refunded. They were to go over to finance to discuss but not sure if they got anywhere; I have been waiting almost a year at this point and would like my money that I respectfully won and did not receive. I have even contacted finance via email. I even sent over bank statements as someone decided to write on my account that I was paid and wasn't. Therefore, every time I call I need to explain this again and again. This is not good practice as the mistake was not made by me-- so need some support here.

I need some assurance especially since i have been loyal despite this.

Please advise, thanks


Posted on March 4, 2017

Dear Planet 7 Casino,

Please let us know if there's some update regarding this case.

Posted on March 5, 2017

Hi Ted--

I'm sorry for all the difficulties you've experienced with this.

I've reviewed your account and I do see that your payment was sent off to processing on the 3rd. With this in mind, I would expect you'll see the funds reflected in your account by the end of this week.

Again, I apologize for all of the headaches.

All the best,


Hoard1 United States
Posted on March 7, 2017

Thanks for the update Tawni. I will continue to look for all funds withdrawal/refunds to reflect in my account. Will reply once I see them or reply if they don't come through by the end of the week.


Hoard1 United States
Posted on March 10, 2017

Hey Tawni,

I did receive a wire for $848 dollars yesterday so that takes care of the latest withdrawal from 1/20/2017.

Unfortunately I still didn't receive the withdrawals/refunds for 2658. Do you know when these funds will be available to me? These are the ones from Feb/March 2016.


Posted on March 14, 2017

Hi Hoard--

The notes with this issue are incredibly complicated and to say the least, a bit confusing. I'm going to speak with my Finance Manager a bit later in the hopes of getting a bit more clarity.

I'll be back as soon as I have better information.


Hoard1 United States
Posted on March 15, 2017

Hi Tawni,

I could imagine there is a lot of confusion in the notes. Which is probably the reason why nothing has gotten resolved to date. I have had a VIP host say that I was paid last April in the notes when I have even after sending over statements showing otherwise. I'm just suprised those notes were not updated by that department..

Anyways, here is an email response from the finance department back on 10/11 showing that showing that the finance team is now aware of the situation. I guess by know I would expect them to have been at least refunded. Per my original post though VIP managers have stated they should be wired since they are winnings especially since this situation was not tracked properly. A wire a that point is still ideal:

On Oct 11, 2016, at 7:36 PM, Payments Folder wrote:

Good morning Ted,

Thank you for your e-mail.

Allow me to apologize for the inconvenience but at this moment it is not
possible for us to issue out a phone call. None the less you can reach us
via this means. As for your payments. What we did was refund the amount of
$2625.67 back to the card you used to deposit in our casino and we issued
$975.68 via bank wire to match the total pending withdrawal amount you had
due to be paid.

I understand the confusion in regards to the refund since this means that we
returned the deposits you did into our casino back to the cards you used
with us to a total amount of $2625.67.

If you have any further questions feel free to contact us at your earliest

Best regards,

Finance Team

Let me know if this helps, thanks


Posted on March 19, 2017

Dear Planet 7 Casino,

Please let us know if there's some update regarding this case.

Posted on March 23, 2017

Hi AskGamblers--

Essentially, the email received by Hoard from Mary (in Hoard's last posting) is exactly where this sits as of now. There's really nothing further to pursue on this, as I can see.



Hoard1 United States
Posted on March 23, 2017

I respectfully disagree.

This has been going on over a year now. I would not have submitted this complaint if I had visibility to what is actually going (cant even put my finger on how many times I tried to call and facilitate a resolution; someone should had taken the steps to resolve this earlier. I am not comfortable calling it addressed and I won't consider this complaint resolved until I see the funds hit my account.

Ideally we end all this with a bank wire or at least a firm answer of when this will be resolved so we don't have to waste more of anyone's time on here.


Posted on March 26, 2017

Dear Planet 7 Casino,

Can you please present evidence that player received all winnings. Please send them directly to suppor­[email protected]­skg­amb­ler­ Thank you for your cooperation.

Hoard1 United States
Posted on March 26, 2017

Attached is an email showing the approved winnings from last year for reference.


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