Planet7 - Pending withdrawal

Ruling

Found for the Casino - While we sympathise with the player's frustrations with the delay in payment we cannot return funds that have been lost playing.

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Player's Complaint

I won a jackpot on October 22, 2017. I requested a withdrawal later the same day. I contacted Planet 7 via chat and was told what forms I needed to submit. I emailed all of the required documents to [email protected] on the 22nd. I have spoken to customer service 3 times since then and was told on 2 of those occasions to re-submit the forms. On Thursday November 2nd I spoke to a gentleman in customer service who told me to call back first thing Friday that he would be able to walk over to the documents department and see why they haven't posted the documents to my account or if they ever got them. I called customer service first thing Friday November 3rd and spoke with [EDIT] and he told me that the person I spoke to yesterday should not have told me because customer and documents team are not located together. He told me to call back Monday. I do not have copies of anything except the emails I sent to them. Your help resolving this matter is greatly appreciated.

Thanks in advance,

[EDIT]

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