Planet 7 Casino - Not paying out

Ruling

Resolved - Planet7 Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

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Player's Complaint

I apologize if this comes through twice. My phone kept glitching when I was trying to submit and good thing because it was then I read the notes about the symbols that are not allowed to be in the notes. Again I apologize if you receive this same complaint more than once. I am a newer player with Planet7 Casino but liked their games and deposited around 300.00 over the first short bit I was with them before finding out the real deal. I got my winnings up and decided to cash out via Bitcoin on April 8 2021. I have done ALL of my deposits and transactions via Bitcoin and figured this would be the quickest way. No such luck. My verification documents were received and approved through their verification service HooYu also on April 8 2021. Just for good measure I decided to email the required documents as well. A few days later I went on the live chat to check the status and was told they had not received my documents. I sent them the screen shot of the email from them confirming that they did in fact receive them on April 8 2021. They asked me to email them Again so I did. Over the last month I have checked in on the live chat almost daily. I had three people tell me that I needed to provide extra Bitcoin verification documents such as holding a local newspaper and my ID next to my face in a picture etc. when I said how bizarre that was they all of a sudden did some more reading on my account and found in fact i did not need to submit those documents. That was the last I heard about that. As of the last two weeks or so I am told everyday by someone different on the Live Chat the same scripted lines, saying they are having it escalated immediately, they have been busy and basically anything to get me to go away. I even had one person tell me that I should have no worries because she was on the side of things that could see and she could see I would get my money within two days. That was well over a week ago. Every time I ask for a supervisor I’m told that there is not one available or to start a new chat and ask again in thirty minutes or they just completely ignore what I am saying all together and keep sending scripted lines and some will even just end the chat. Today I contacted them via live chat again and FINALLY after four hours on the chat where it took me demanding over and over to be connected to a supervisor and four different customer service agents I finally was connected with a supposed supervisor by the name of Jo Murphy. He basically fed me the same lines I had been getting all along. He said he talked to the withdrawal manager directly and to give him 24 hours to get it approved and to get my withdrawal to my Bitcoin wallet address. I confirmed my Bitcoin address had not changed and was the same one they have on file. He said he would email me soon as it was approved. In the middle of my reply to this in which I was explaining why this was not an acceptable or satisfactory answer to me he asked if there was anything else he could help me with and then immediately followed that with Ok thanks for your time with me. Bye. and ended the chat. I could not believe it. That is when I started doing some digging and found you guys. I have had EVERY chat transcript emailed to me and every email I have sent and received from them. I am concerned not only for my 580.00 USD in winnings that are missing and feels like I will never see them but also for the very confidential and identifying documents they now have of mine. I should have researched first. I know better. I am REALLY hoping you can help me. Please and thank you. You can contact me at the same email on my account for the casino and on my account for your great webpage. Thanks so much [EDIT]

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