Planet7 - Refuse to pay me

Ruling

Found for the Casino - Planet7 provided enough evidence to demonstrate that the player opened multiple accounts. We will take no further part in the representation of this complaint.

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Player's Complaint

Hi, first of thank you for hearing my case.

So I’ve played at planet 7 casino with a non deposit bonus, luckily after following the terms and condition of the casino and finished the play through I won. The maximum I can withdraw is $100. So right away, I’ve sent all the necessary documents on the January the 31st. Right away I have the system replying I will be notify within the next 2 business days. 7 days have passed without any notification or anything so I contacted the customer support through the live chat, and they told me I was missing some documents. Well so I resend all my documents which the same one that I already did the first time. This was on Feb 7, Again the system told me I will be notify within 2 business day. Once more I did not hear back for 5 business day I contacted customer live support then they told me my doc still incomplete. So I escalate the issue to the documents department and finally they approve it in 7 days. My withdrawal also finally approved on the feb 21 so I’m just sitting here to wait for my fund to be delivered. Oh and by the way I requested bitcoin withdrawal. Yesterday I signed in to check on the status and suddenly they told me I requested a check withdraw. I contacted the live support and asked them to fix the issue and I also provide them with my crypto address for the 4th time I provided them with it. They told me just be patient and they assured me the payout is coming. And today feb the 27th I tried to log in this morning all the sudden they locked me out of my account saying I have duplicate account with them, This is the one and only account I had with them. I’ve never play at planet 7 casino before, [EDIT] writing this complaint to you guys frustrated and exhausted after I’ve sent all the nesessary documents and following their procedure in the end they refuse to pay what I’ve won. I feel like I’m being cheated by this casino. So please if there’s anything you can do with this matter would be greatly appreciated. I’ can let this type of casino treat the players like this. I have all the proof and all the chat transcript or documents saved if needed. Thank you for helping in this matter.

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