Planet7 - No correspondence from casino in regards to withdrawal

Ruling

Found for the Player - Despite repeated communications regarding this and other complaints, the Planet7 group has failed to cooperate with the management of this issue.

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Player's Complaint

Hello I'm currently trying to withdrawal winnings from Planet7 casino.

I've been trying since the 7th of October 2016 to get any kind of correspondence from them and have only received 6 automatically generated emails 5 of which state that my enquiry has been assigned to a casino rep and I should expect a response in one business day - hence I'm still waiting.

I have sent 7 emails trying to contact Planet7 in regards to my withdrawal and I have received nothing other then the automatic emails.

Upon withdrawing my request [EDIT] I requested by check and the amount of $2200. I started thinking maybe because I had a complimentary spins bonus since depositing that, that would be the issue I even emailed if this was the case and still nothing so I checked the terms and conditions of the spins and it states "spins come with no additional wagering requirements and no added restrictions on withdrawals" I would like to send through screen shots of my emails as you can clearly see my enquiries, the dates, I can send the automatic emails I received (as they are all identical) also a screenshot of the free spin promotion with t&c's (if that's even what the hold up might be from ?)

Can you please help me with my matter as its been nearly 2 weeks since I first enquires about withdrawing my winnings and have not been contacted at all by someone other then an automated email so nobody! I also tried a numerous number of times on there "24/7 live chat" each time waited over 10-15min and gave up as I got tired of waiting I never got through !?

Please if you need anymore information from me please let me know so I can get this sorted please my email is [EDIT]

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5 Responses

ThePOGG

October 19, 2016

Hi dragon04 - welcome to ThePOGG.com!

I'll contact Planet7 and see what I can find out for you, but you should be aware that withdrawals from this group relatively regularly take longer than a few weeks to process.

I'll let you know when I have some news for you.

Thanks,

ThePOGG

dragon04

October 19, 2016

Many thanks for your assistance looking forward to hearing from you

dragon04

October 30, 2016

Hello just wondering how my progress was coming along as its been almost 2 weeks and nothing ?? ?

dragon04

November 12, 2016

Hey sorry to be a pain but it's now the 12th of November and was just wondering how my progress was going if any ?

ThePOGG

January 6, 2017

Hi dragon04,

Unfortunately despite several promising communications our efforts to resolve issues with this group have ground to a halt. I no longer have any expectation of being able to move this issue forward.

As this group are unlicensed we can't direct you to any regulator to submit a complaint.

I'm sorry we couldn't be of more help and apologise for the length of time it's taken to reach this point, but wanted to ensure that all possibilities were explored before closing this complaint.

ThePOGG