Planet 7 Casino - Player’s struggling to withdraw her winnings due to ongoing verification.

I've been able to find out if my verification documents were received correctly (sent multiple times) & no response via email at 3 weeks with 2 withdrawal requests for 2900 less bonus funds. Req# #13219675 & 13219721. Email ticket #'s 7644683 & 7721474.

Dear Kristin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please allow the casino a few days to receive your documents and check them thoroughly.

Have you been advised what caused a short delay? Have you accumulated your winnings with or without active bonus?

Looking forward to hearing from you.

Best regards,

Petronela

Thank you! Yes part of the winnings include bonus funds. I have not gotten any emails back from my inquiries over the past weeks and withdrawal request confirmation page said an email would be sent to me which I also didn't receive but do receive all other emails from them. Thanks again

Thank you very much, Kristin, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Kristin.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Planet 7 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Ty for the assistance much appreciated

Hey all,

Looks like you are on the right path here Kristin, the first withdrawal is always the most difficult. The good news is I see in your account that your documentation is complete and your payout details are in place as of today.

Let me see what I can do about moving things along for you here.

Best,

Nick and Planet 7

Thanks so much nick!

Sure thing,

Already got your first couple withdrawal requests approved, and away we go. 🙂 We'll see how quick I can get that first one out the door now.

Best,

Nick and Planet 7

Hello Kristin.

I am glad to see that your issue is close to resolution. Please, inform us when you received your withdrawals so we can close the case. I am extending the timer by 7 days.

Thank you. I have not received the first payment or 2nd payment approval but will keep posted as soon as I receive. Thanks again so very much for all of you guys being willing to help. Much appreciated!

Hello Kristin.

Please, is there any new info?

They've successfully resolved my issue and paid out, thanks all!

Dear Kristin.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. 

Best regards, Jozef

Casino.Guru