Planet 7 Casino - Player is trying to withdraw his winning but without success.

Planet7 is a rip off. I won $17,000.00 and never received a dime. I emailed, chatted, and called them. I tried asking for a check and a wire transfer. I never received a check and was never told why. I asked for a wire transfer and was told my bank wouldn’t receive it. This has been going on since April of 2019. Ive never heard anything back from them after my last correspondence. I’m sure I’ll never get it, so the least I can do is tell people to stay away. 

Hello Alan.

Thank you for submitting your complaint and for all the emails you sent us. We are very sorry to hear about your troubles. I see from your emails that you tried multiple banks and still didn’t receive your winnings. In this case, I would like to ask Nick from the casino to assist you.

Dear Alan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I do not see any requests for information from you all, so I do not know what it is that you all need.

Alan

I am sorry, Alan.

Sure, Nick should answer you. (by accident it was set to you)

Nick could you please check whats happened here?

Hey Alan, Matej,

Had a look at what's what and I have to say I've seen prettier situations. 

Matej: I've gone ahead and sent you screen shots of the blow-by blow for you to review.

Alan, there's a lot going on here. It started awesome actually, you made a cash deposit on a no maximum cashout deposit coupon and were doing quite well. If you had left it alone and just continued to play and win then this would be a much happier story but unfortunately you did what many new players who haven't read the terms and conditions are prone to do: You deposited on top of your ($14,000!!!) playable balance some very different funds. This time you used another coupon for deposit, this particular coupon had a 10x max cashout. When you did that you made it so that all of the funds in your account were now only valued at 10x your deposit amount or $400. This is called "mixing funds" and I'm sure that Matej would tell you you're not the first player to make this mistake. Any time you have a balance and you deposit any funds at all on top of it you're asking for a bad day. If it's cash only, no big deal as cash is king and carries no rules to speak of. If the funds are differing types with different rules attached then it's a different story.

The approvals department saw the situation and were kind enough to approve one single withdrawal request of $1980 (after bonus removal). It was not necessary and quite nice of them honestly as only $400 was the required approval amount from all of your requested withdrawals.

I reviewed your communications with the casino and I see back and forth regarding your particular bank and a different bank being requested. I'll just clarify that this is never the choice of the casino, it's has to do with who and what types of accounts our 3rd party payment providers can deliver to. Your bank wasn't among them. No additional payout option was provided by you and the approved funds after some time were deposited back into the casino. 

Had you re-requested the withdrawal I could perhaps help you here and get it all ironed out for a withdrawal but you played the redeposited funds so even the amount that was approved is now gone.

It's unfortunate but that's where the story ends.

I genuinely wish I had better news for you but unfortunately in this case there isn't a thing to be done. Having an understanding of the terms and conditions of the casino and the specific rules regarding any bonus you accept is quite important, the other way to learn is the hard way as we see here and if you don't learn them on your own then it's only a matter of time. 

Best wishes,

Nick and Planet 7

Ok my mistake for supposedly depositing additional funds, though I don’t remember doing that. So, in the 6+ months that I tried to withdraw the funds, and never getting any explanation on why I wasn’t getting them, if I would’ve not deposited (supposedly) any additional funds, to play at Planet 7, I would’ve had a chance to get my funds? How convenient. They just keep telling me no or ignoring all my correspondence until I either go away or deposit an additional $100 or $200 so that it null and voids the whole $14,000. That’s quite the racket. The first several times I requested payout it was via a check and not a direct wire to a bank. So don’t get hung up on the bank thing, that was just another attempt to try and get the funds. No one ever has told me why I could receive payout via a check. I emailed, chatted, and called...talked to several agents...and no one has ever explained why I couldn’t get a check. The whole thing just smacks of the word "scam". I’m sure Planet 7 could give a #%#% about this. I’m just a bit player who spends a couple hundred bucks now and then, who got lucky one day and one $17,000. From the beginning I had doubts that I would ever see the payout...and I’m not surprised one bit. Me walking away from ever playing at Planet 7 again is not going to impact them at all. But it’s a lousy way to do business and they won’t get mine anymore. I have had no trouble at any other site besides Planet 7...go figure. Anyway, thanks for the reply....about 9 months after I first won the money. Why couldn’t they just explain that to me in the beginning instead of letting it drag out all this time? I’m sure they knew what they were doing.  Btw, when  they deposited that $1980, I had no idea what it was for as it did not match any amount I had requested. I contacted them and asked about it, but again I never received an answer on anything. They can spin it however they want, but the bottom line is that I asked for the payouts way before any of the other stuff took place, and they know it. They can blame it on whatever is convenient for them. The other Bottom line is that there is not a thing I can do about it...and they know it. In my little corner of the world there will be no one playing on Planet 7 anymore. I’m sure they don’t care and won’t be affected, but it’s still a loss for them, no matter how small. See ya!!

Alan, we investigated your case and from what we got from the casino is clear that you used another coupon code just three days after you use your first coupon code. We didn't find here any bad intension from the casino side. I can't say anything about support quality back then.  

I understand that it happened a long time ago and you feel frustrated about all the situation, and I wish if you contact us at that time. We would be able to help you at that time.  

Unfortunately, you lose all the money what casino allowed you to withdraw, so you can't ask the casino to pay you.

Mixing funds is a problem for players who do not know how sticky bonuses work. I am sorry but from what happened with your winnings but you cannot blame the casino.  

All sticky bonuses are deducted when the player makes the withdrawal. So if you don't make a withdrawal, your bonus is still active.  

If you start driving the car and don't know the road signs and you cause the accident, then the police will punish you. Complaining that you don't know road signs not change anything.

I understand that you are blaming the casino, but please consider that all sticky bonuses have the same rules and what happened to you might happen at any other casino.