Planet 7 Casino - Player’s struggling to receive her winnings.

Been weeks and finally approved to withdraw, now I'm told they don't do wire transfers with my bank, so I made a little BTC deposit to get the casino familiar with my BTC account. And was told I can't get withdraw with BTC because it's only for people who deposit BTC....

But the site says this.....

You can withdraw your winnings from Planet 7 using any of the following methods:

REQUESTING A PAYOUT

Please view our Frequently Asked Questions page for full instructions on how to withdraw your winnings from Planet 7. Please be sure to check out terms and conditions to verify the timelines for receiving your withdrawal.

You can withdraw your winnings from Planet 7 using any of the following methods:

Bank wire

Bank check

Bitcoins (yay!!!!!)

But as of now I won't get approved for bitcoins withdraw

Dear Donnalyn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please confirm that this were your first withdrawal request in this casino? Have you been advised to use any alternative payment method to withdraw your winnings?

I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

It's been multiple times I had tried to withdraw, even sent over all information for a wire transfer, and got denied because my bank is, Bank of america, and they want me to open a whole new bank account just to withdraw....? I have e-mails stating that only depositors who deposit with them are the only ones who can withdraw that way... Funny thinng is that I fall under that category too..... I have e-mails, a deposit slip, and read the terms over and over again to see if it states about who gets to withdraw BTC, but it doesn't say anything.

Thank you very much, Donnalyn, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Donnalyn,

I looked at your complaint and will do my best to help you. I would like to invite Planet 7 Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

I would like to know myself also why I cant withdraw if I am a depositor my self who deposit with BTC, also I given all my information to have a BTC withdraw, I don't see why I can't withdraw with BTC or receive my withdraw.

As of right now 2:23 p.m. est, I am able to do a BTC withdraw now and it has given me the option to withdraw with BTC, this could of all been avoided if I wasn't rejected multiple times in the beginning. Thank you casinoguru.com! I hope I get my withdraw still after this event....

2:57 p.m. east

Again been told by support that I can't receive my winnings through BTC after having the option... How come I keep being informed I am not able to withdraw? I'm so lost....

Hey Petronela, Viliam, Donnalyn,

One of my team will be in touch via email to work through it with you Donnalyn, just watch for the email and communicate and we should have things rolling for you shortly.

Best,

Nick and Planet 7

So this is the support I'm getting.....

Shane D***** (Support Center)

Sep 9, 2020, 9:01 AM GMT+2

Hello Donnalyn,

Sorry, you are not eligible to withdraw by bitcoin. Your winnings comes from welcome free chip. Please provide alternate bank wire information to process your withdrawal request.

Regards,

Shane D*****

Well, I been given the bitcoin option to withdraw and still the same thing from the same person....

Dear Donnalyn,

Casino stated that you are not eligible to withdraw by bitcoin so you have two options:

1. provide alternative valid bank wire information and you'll get your winnings,
2. loose your winnings.

Please, let us know your decision.

Why am I not eligible for bit coin withdraw you tell me that? It states that I am a depositor and I can withdraw as bitcoins.... So why in the world would I chose number 2 when in doubt I have the option to withdraw in bitcoins option up now? Psshhh..... Loose my winnings..... I got the option to withdraw with bitcoins so I changed the withdraw option, and why did it give me that option and tell me I can't withdraw that way? What is your problem..... Are you even reading what I wrote? 1 open a new bank just for the wire transfer of what 50 dollars in the end.....lose or 2 lose everything....what the heck, that is your conclusion... some bull.... So tell me why give me the option to withdraw in BTC just to be denied? What kind of casino advisor comes up with bank wire or lose money....

Your just as much as the casino..... One lose.... Two lose.... Three you can't win.... Just lose.... Dam such bad advise for om you too... Your no help yourself.....

Dear Donnalyn,

I am trying to help you but I understand your frustration. Look, you posted here message from support:

"Hello Donnalyn,

Sorry, you are not eligible to withdraw by bitcoin. Your winnings comes from welcome free chip. Please provide alternate bank wire information to process your withdrawal request.

Regards".

This is Casino's statement for your withdrawal request, not statement of Casino.Guru.

Please, let me know if you wish to continue resolving this issue by bank wire or not.

Thank you for understanding.

It's not about bank wire it's about the withdraw in BTC.... Why let me withdraw in BTC and give me the option after this dispute and then still say I can't? Where in the terms does it say I can't withdraw BTC? Why cant I withdraw BTC? If the option open up after this dispute and now I can't still? Why when I am a deposit or and I deposit with BTC I still can't with BTC? Why....why????? Nonethig in the terms state that I cant withdraw in BTC besides that support person.... Everything leads for me to get a withdraw with BTC but that one guy.... Is he management or what? Why cant I when it open up? I am a depositor...... I have all the credentials to withdraw that way why is he the only one saying I can withdraw that way

Dear Donnalyn,

does it mean that Casino approved your Bitcoin withdrawal request?

Well that’s what it says but i haven’t received any BTC or anything, why don’t you ask planet7 so we can both get a good idea please

Dear Casino,

please, give us some statement.

Hey Donnalyn,

I'm reviewing your interactions with Shane in the payouts department and he's been pretty clear. As your winnings are from a free welcome chip Bitcoin isn't an option for you.

Please select one of the alternative payment methods offered, we really want to see you paid here but it requires cooperation on your part as well.

Let's do this thing.

Best wishes,

Nick and Planet 7

Well if thats the case you guys need to change the terms and put it there right in front of the.... NO deposit promotion...... so the whole world can see it!!!

Also dont fu****g give me the option to get BTC withdraw and approve it and dont gie it to me stupid casino with no structure.....

so now I will take a check since i been waiting this long i dont mind waiting until thanksgiving to get my payout...

Dear Donnalyn,

I'll set the timer for 7 days, please let me know when you'll receive your winnings.

Greetings Donnalyn,

If you would like to select check as your payout option make sure you specify that with the payouts agent you are in contact with and provide the necessary details for check payment requested.

The requirements are much simpler than most of our payout methods but it needs to be completed nonetheless.

Best,

Nick and Planet 7

i will let you know if it ever gets sent out and when i receive it also

Dear Donnalyn,

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.

Hey all,

Just an update, we were eventually able to get the necessary information for check payout and the funds were released for payment yesterday (the 22nd). In general we're looking at 3-10 business days on check delivery, Donnalyn you will receive tracking details via email when delivery is available.

Best,

Nick and Planet 7

So today I just received an email saying they are sending my check, yay... sigh.... When I receive it I'll post up again

Dear Donnalyn,

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.

yes i understand and i been waiting to recieve a confirmation number that my check is is sent according to planet7casino but i never recieved a email stating that my check has been sent or anything.... i ask them too in support but all they say is that i will get an email when they send out my check but never recieved such email yet..... ill ask them again whats going on and ill update again

I'll extend the timer by another 7 days, please keep me updated.

Yes I will definitely

I asked them today and they sent the check but I haven't received it yet just waiting, also they said won't get a confirmation tracking number until later so not sure how to track it or why I'll get a tracking number late since the check is sent out don't know how that works but when I get the check I'll let you know

Is there anything new, Donna?

Dear Donnalyn,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.