Planet 7 Casino - Player’s winnings haven’t been received yet.

I won $1,500 on planet7casino.com. I put in for withdrawal and I got an email that my request was successful. I gave them all the information they asked for about my bank which is my PayPal Bank. I gave them the Swift code. I gave them every bit of personal information about me. I've been waiting since the 19th of December 2023. I talked to their customer support team yesterday the 28th of December. I was told that my payment should go through that day and if it doesn't to get back on their chat the next day and they would fast track my payment so when I didn't receive my payment I got back on their chat and they said that they cannot send my bank wire transfer to a PayPal account even though I have the bank name, address, Swift code, the date that I opened the account, and all my information. They will not give me any alternate payment options other than to have a physical Bank. They took my deposit from my bank account that is an online account but they can't send my money to an online account even though they are a online casino. They won't respond to my emails other than an automated response that my email was received.

Dear justinarthur550,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you I appreciate you looking into it. The casino has told me that the are missing information but I have giving them everything that they asked for. And they won't let me do a crypto withdrawal and haven't allowed me any alternate withdrawal methods. Today is January 1st 2024and I am still trying to get a response from them and still no payment.

Thank you for your reply, justinarthur550. Have you made any successful withdrawals before? Could you please clarify you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I'm not sure what kyc verification is but they have verified my identity and my bank account I believe. I accumulated my winnings without a bonus. This is the first time that I have attempted to withdraw money from this casino

I have more photos of my chat conversation with their customer support representative if that would help

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have emailed you all the communication that I saved

Thank you very much, justinarthur550, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello justinarthur550,

 

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

 

Dear Planet 7 Casino,

 

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

 

Thank you in advance.

 

Respectfully,

 

Michal

Hi Michal,

Thank you for your help with this situation. If there is anything that I can do to assist or expedite this in any way let me know.

Greetings all,

I had the opportunity to review the situation and it appears we are still needing the documents necessary for account confirmation, please go to the documents module in the casino cashier and complete the proof of address portion justinarthur550, it appears we already have your identification on file. I also do not see anything related to bank wire transfer details which is the requested means of withdrawal.

Best wishes,

Nick and Planet 7

Dear justinarthur550,

Please proceed according to the casino's instructions, that is providing proof of address. I am sure after everything is completed your issue will be resolved.

I have completed the documents portion now but I don't know how to re- submit the bank wire information and the $1500 no longer show on my account to request a withdrawal with a different method or bank. Please advise me on how to do so.

Hello Michal

I have emailed you screenshots of my documentation with planet 7 verification. The status says approved on my identification and payment cards. When I go into my account profile it shows my address, name, and phone number.

We would like to ask the 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’ which may negatively affect its rating.

Greetings all,

I was unable to locate any additional submitted documentation justinarthur550, could you kindly let me know where the information was sent?

Best wishes,

Nick and Planet 7

Hello Nick,

I submitted all of my documents in for verification through the service that you're Casino redirected me to called Hooyu and was verified according to the my profile/my documents tabs.

for the 2nd time. As you can see from the screenshot that I have attached to this chat. Funny thing is that after I had already been approved ID and payment cards I went to make another one draw last week and mysteriously all of my documents are missing and are now in the verification process again for the third time yeah real class act you guys are (more screenshots are coming in a moment)

Dear Nick and Planet 7 Casino,

Could you update us about the status of the player's account and explain to us what seems to be the issue regarding the KYC procedure?

Greetings all,

Thanks for the info justinarthur550. I am having the account reviewed by the head of our documents department, we will see if he can locate the disconnect and rectify the situation for us.

Best wishes,

Nick and Planet 7

This is ridiculous I have submitted my identification at least 6 times and I have been waiting for months. Can someone please explain what the hold up is and get it fixed.

Dear Nick and Planet 7 Casino,

Could you give us an update regarding the situation?

Dear justinarthur550,

Please provide the casino with the requested documents and let us know here in the thread with any updates or questions.

Greetings,

I have submitted the information on Hooyu and this is my identification was accepted when I get on planet 7 website is said that still missing documents and wants me to verify my identity again. I have done it several times now and it still says the same thing on planet 7 so it's not accepting my documentation even though it does on the Hooyu site

Dear justinarthur550,

I understand your frustration but please bear with us so we can come to a successful conclusion. Please provide the casino with the following documents:

• Request again a clear photo of ID (front/back) showing all the edges

• Request Utility bill not older than 90 days

• Request front picture of cards: CC#4***6009 VISA/CC#4***7449 VISA

After you do that I am sure the situation will be resolved sooner than later. Please let us know here with any updates or questions.

I have done so just now and this is the result. I can't go any further with the verification process until planet 7 accepts my ID.

Dear Nick and Planet 7 Casino,

Can you confirm that the verification check is now completed and all the necessary documents were provided?

Greetings all,

I had a look and it is not, and it appears we are also missing payout details. I would highly suggest contacting customer service, they should be able assist on live chat. And be sure to give them your current Bitcoin address as well. If there are further issues please let me know.

Best wishes,

Nick and Planet 7

Dear justinarthur550,

Please proceed as the casino had instructed. Let us know here in the thread with any updates or questions. We are here to help you.

Dear justinarthur550,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of justinarthur550. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Nick and Planet 7 Casino,

Could you give us an update regarding this case and what exactly needs to be done to resolve the player's issue?

Hey Michal,

We are still exactly where we were previously from what I see:

Missing

• Request again a clear photo of ID (front/back) showing all the edges

• Request Utility bill not older than 90 days

• Request front picture of cards: CC#4***6009 VISA/CC#4***7449 VISA

Additionally, in order to pay the player we require a method of payout to transfer the funds, currently there are no longer any funds in the system however. They have all been played back into the casino by the player.

Best wishes,

Nick and Planet 7

Dear justinarthur550,

Would you be able and willing to verify your account by providing the requested documents?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.