Planet 7 Casino - Player's withdrawal is delayed due to pending verification.

I have been unable complete the verification process in order to cash out my winnings from a no deposit bonus. I satisfied the playthrough amount and had $607 USD reversed due to maximum withdrawable being $100. I have successfully verified my identity with the 3rd party site they use and have a screen shot that shows I have verified my identity. however, on the withdrawal page it shows that my identity verification is "pending". I have emailed planet7casino customer service using the contact us link inquiring as to my next step and have included a screen shot that shows I have verified my identity and have not had a response from them. I am allowed to play with "real money" from my account and have managed to win approximately $300USD which is all withdrawable according to the site. It also states the only way I can withdraw is through "coindraw" and the only other requirement I have yet to meet is making a $10 Bitcoin deposit which is 100% reversible and can be added to my winnings withdrawal if I so desire. I followed the requirements and believe I should be able to withdraw my winnings from my account. please help!

Dear jran0880, 

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please confirm when exactly was your verification through Hooyu successful?

When was the last time you communicated with customer support and what was it about?

Do I understand correctly that after your winnings from the no-deposit bonus were capped at $100, the remaining winnings were voided and you did not play further with them?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I am attaching another screen shot that shows the coupon reversal of $607 on February 9th, 2024. that left $100 withdrawable in my account as "real money". when I realized that I had met my playthrough requirement, the actual "real money" withdrawable balance was $94. at that point, I stopped playing. on or about February 10th, I chose to try and cash out my winnings and followed the directions for each step. I entered $94 in the withdrawal box and proceeded to select the cash out method the ONLY method available to me was through "coindraw", which requires a Bitcoin wallet, so I setup a Bitcoin wallet with coinbase and returned to the withdrawal page on planet casino.com and started the withdrawal process again. I entered the $94 withdrawal and chose "coindraw" as to withdraw my winnings, which led me to the identity verification process with the 3rd party site. I followed the directions on the 3rd party site and successfully verified my identity, which I provided the screenshot showing my successful verofication. I know I still need to deposit $10 in Bitcoin, which is supposed to be fully reversible and I can include it with my winnings withdrawal, but I am not going to make the deposit until I am 100% certain that I will, infact, receive the winnings I am entitled to. my original plan was to deposit approx $150; of the $310 that I have won. I tried several times to contact customer service through email as well as over the phone and never received a response other than the autogenerated reply sent to me with my case number. the first case number is 153684513, which is from the 1st email I sent to planet7casino from the link on their site. the second email, I also sent from the link on their site which gave me another case number, 153720782, even though i usrd mu original case number in the subject line of the 2nd email. at that point, I more or less had given up on receiving my winnings and began playing more slots using the $94 "real money" that was available in my account. I have since, accumulated a total of $310.87, which is fully withdrawable according to the site. I hope this information helps and thank you for assisting me with this issue.

thank you,

josh R.

jra**0@gmail.com

one other note, my bonus amount is $0 and my playthrough amount is also $0. also, I mentioned I was going to deposit $150 of the $310. I meant to say that I was going to deposit the $150 back into the planet7casino. com site to continue playing. thank you again.

josh r.

Do I understand correctly that you have not made any deposit into the casino? Please keep in mind that the winnings from no-deposit bonuses can often be withdrawn only after the verification deposit is made.

More details about the specifics of no-deposit bonuses can be found in Bonus Terms, where you also find if you are eligible for withdrawals from free chips.

I have not made a deposit as of yet. as I mentioned previously, I am fully prepared and willing to make the $10 Bitcoin verification deposit. however, my identity has still not been confirmed as of yet. it still shows my verification as pending, even though I have successfully verified with the third party site as shown in the screen shot I provided. once my identity has been confirmed, I will make the $10 bitcoin deposit as required. I have inquired several times about my issue and have not received a response from the casino. i asked if my identity showed as not being verified because I have yet to make the required deposit and if once I make the deposit my identity will be verified and the withdrawal will proceed. if it takes making the deposit to verify my identity, then I will do so, but im not going to just make a random deposit to verify my account if my identity for that account isn't verified. also, upon successful withdrawal of my winnings, I pledge to deposit AT LEAST $125 USD so that I may continue to play on planet7casino.com. the aforementioned deposit will be funded from the $310 USD winnings that I am attempting to withdraw currently. Once my withdraw is 100% successful and verified, I will make the minimum $125 USD deposit I pledged above within 48hts. this is stipulated on the assumption that I will receive all $310 USD I am attempting to withdraw. I hope this good faith effort will restore the confidence and trust that should exist between a player and the casino where they choose to play. once I am confident in the knowledge that I will be able to easily withdraw any winnings that exceed the minimum withdrawal amount and have met the guidelines, I will have no issues making deposits to play at planet7casino. again, thank you for you assistance with this issue, I hope we can resolve it amicably.

regards,

Josh R.

Thank you very much, jran0880, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you for your help this far. I've noticed that they have changed the process for identity verification. when I tried to initiate my withdrawal, the 1st step was to verify identity and then make a deposit of at least $10 USD through a Bitcoin wallet using Coinbase or similar website, which is what I've done. but it has changed and now the 1st step is to make the $10USD deposit using ONLY litecoin crypto and it has to come from a Litecoin wallet. and the end step is now verifying your identity. which I don't get since you have to verify your identity to open a crypto account, so by default, my identity is already verified.

so I now have to exchange my Bitcoin for Litecoin, which charges a fee, and because it's Litecoin, I will only be able to send it on network because the block chain is only available on network, which will charge another fee. once that's done, I then have to reverify my identity, putting my personal info at risk again. I say this only because the chances that they accept the previous identity verification from the 3rd party site they use also, with Coinbase, they hold my purchase for approximately 7 days, so I won't be able to send the deposit over Litecoin network for a week or so. I figure, by the time I'm able to make the deposit, verify my identity (again) and they verify everything (again), it will be a month from the date I originally requested my withdrawal. Then, maybe another week or 2 before they fully vet me and finally send me the money I've won. If they are not a fraudulent site that is. I figure at this point, the chances of getting my winnings out as actual cash in USD are slim to just above non-existent as I am arriving at the conclusion of a fraudulent site. I will make the "risk free" deposit minimum of $10 USD via my Litecoin account as soon as I can convert and send it. it will be included in my withdrawal request, but if I don't get the withdrawal, i will also lose the $10 deposit as there is no way to reverse it or cancel it since there is no way to track Litecoin transactions. so, it's a buyer beware kinda thing. if I do get paid, I will praise planet7casino and I will remain true to redepositing with them and continuing my play there.

Hello jran0880,

I'm Michal and I have taken over your complaint. I have reviewed your case and although I can understand your concerns about the potential fees associated with the cryptocurrency changes, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. I will contact the casino to shed more light on this.

We would like to invite Planet 7 Casino to join the conversation.

Dear Planet 7 Casino,

Can you please provide more information regarding the player's withdrawal delay? What are the reasons (if there are any at all) for not supporting bitcoins for withdrawals?

I just initiated a $10 USD deposit through my Litecoin wallet. it should be received by planet7casino.com in the next half hour approximately. I copied the Litecoin address provided on the withdrawal verification page and pasted it directly into the recipient box on the send request in my Litecoin wallet. I added a note to the transaction stating what the deposit was for and how I copied and pasted the address to avoid errors. I'm not certain how long it will take planet7casino.com to acknowledge that they received the deposit so I can move forward to verifying my identity again. I will post again once I verify the receipt of the deposit to update.

UPDATE: Friday, March 1, 2024, 4:20pm CST USA

I have successfully made the $10 USD required deposit to verify my Litecoin wallet and have also successfully verified my identity, again. I have submitted a withdrawal request for my entire amount, including the $10 deposit for a total request of $320.87 USD. my request has been accepted and my winnings are "on the way". I should know in the next 45.minutes or so if my withdraw request was successful or not as the money will either be there or it won't. I will update again in 45 minutes of so, and within the next few days if things take longer to complete.

They sent $11 of the $320. It shows an $11 deposit to my litecoin wallet and then a $309.87 "managers" withdrawal. They claim that I used multiple free chips in a row but could not provide the information as to when they were redeemed. I signed in through enclave, so i asked the chat rep if that was why it showed multiple chips, since you can use enclave to sign in on several sites but she did not answer that. I copied the chat: Their messages are in bold

sed this chat

Messages

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i requested a cash out of 320.87 USD and only received 11.00 USD in my litecoin wallet. i looked at my transaction history and it shows an 11 USD deposit to my litecoin wallet and then a manager withdrawal for 309.87. why? it shows 2 different payment forms as well. Why?

Thank you for contacting us.

One of our representatives will be with you shortly.

Welcome and thank you for contacting Planet 7 Casino. You are chatting with Ava Brown from Customer Support.

Allow me a moment to check your account. Thank you for bearing with me.

Thanks for holding

Hi Joshua.

hi

We're sorry but your withdrawal has been denied because you have redeemed multiple free chips in a row. Keep in mind that the casino allows one sign up free chip and only one free chip after every deposit. To play for real money, the next transaction in your account needs to be a deposit. The verification deposit of $11 was sent back.

Once a withdrawal request gets resolved by the withdrawals team and that balance derived from a no-deposit bonus or a deposit bonus that has a maximum cashout restriction, the withdrawals team removes any amount above the maximum cashout of that particular bonus and approves the balance equal to the amount that you are able to cash out.

The "Manager Withdrawal Requested and/or Manager Withdrawal Approved" message is an internal transaction designation to mark the above-mentioned event on our system. This does not mean any real cash out for these amounts will be paid out.

that was the first time ive ever played at planet7. how could i have redeemed more than one chip?

I can let you know the last few free chips used.

But they were long ago.

So you won't be able to double check.

As the account is old and you start playing again after a long time.

few? is it because i signed up with my enclave ID?

In any case, please play with a deposit of $30 or more. and you can be eligible for cashable withdrawal, and get one free chip later.

i dont understand? long ago?

when did my account open? ive never had an account or played here until the other day.

I don't have information about exact date. The team has denied it due to the multiple free bonuses use in the account. As only one free chip can be used after every deposit of $30 or more.

how can you not have that info? i signed up on feb. 9 2024.

We do not have information as the free chips used were not recent. We can only provide information for the last few months.

Is there anything else I may help you with?

tell me my sign up date and the dates of the free cips i used

dont need the names of the chips, just the date

Sorry I do not have that information for you. As it was older. We can only offer you information for recent transactions. Withdrawals team has checked the account and let us know it was denied due to the multiple free chips used.

Are you still with us? Would you like to continue this chat?

you should be able to give EXACT details about any transactions on my account which was opened feb 9 2024. thats less than a ,month. how much more recent can there be?

The account was opened before february 9, 2024.

when?

You started playing after a long time on 1/28/2024 10:13:47 AM. To see your recent transaction history go to the cashier and click on the tab that says "My Account". Then click on the button that says "Account History." You can then enter the date range below and select 'Search' to see your transactions. Please note that the maximum this transaction history log is able to show is the last 30 days.

But any information from before 1/28/2024 is not available.

Is there anything else I may help you with?

Since I am not receiving any response from you, this chat will be closed. Thank you for contacting Planet 7 Casino. If you have any other questions please contact us anytime via our Live Chat. Thank you for your time and have a great day.

CONTINUED:

they are saying that I used multiple free chops on a row but they were from "long time ago". she would not or could not give me the exact dates of these multiple free chips, only that they were old. nor did she provide my supposed sign up date, which should be 01/28/2024 according to her records, which don't go back any farther than that for my account. the only chip I used was the one which I am trying to withdraw on currently. this was the first time I've played there and I only used the one chip. they are making up stuff to not pay out. it's $311, which is a drop in the bucket for them, I don't understand why they are being so difficult. please help me get my money.

Greetings all,

I had the opportunity to review the situation and unfortunately the information provided by customer service is correct, there was already a free chip played and no subsequent cash deposit/play session separating it and this free chip. Per the terms and conditions of the casino and the chips themselves only one free chip is valid between cash deposits, I'm afraid I have to report that the maximum cashout of $100 on the free chip is not eligible for withdrawal.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Planet 7

to planet.7casino.com

how is it that you choose to share my account data with casino. guru and not myself, your actual player? don't you think it's pertinent information tand should be shared with the player that requested the information? I specifically asked your rep, Ava Brown for the information regarding my account and the ONLY answer I got was:

"I can let you know the last few free chips used.

But they were long ago.

So you won't be able to double check.

As the account is old and you start playing again after a long time." that was Ava Browns answer to my question about previous log in and use of free chips on an account that I just opened on January 28, 2024. I can just as easily generate information after the fact but you did not and still have not providede with that information because it does not, rather did not, exist until after I requested my winnings withdrawal and verified my account and then my identity, twice I like how you switched up the process by the way. people should know that they will need to make a deposit before verifying their identity in order to withdraw their winnings from your site well before you deny their request for withdraw with some made up login information that you refuse to provide the owner of the account. if an account was created prior to January 28, 2024 using my inclave login information, then it was without my knowledge or consent of any kind. there was never a notice of "account already exists" or any similar type of notification, infact, there were zero issues I had signing up on January 28, 2024.

continued in next reply:

as I mentioned, I attempted to contact planet7casino. com several times regarding my issue, and I even provided exact dates along with the case numbers for the emails I sent to planet7casino.com before their response. this shows that I actually attempted to contact them before I contacted casino. guru for assistance. I could've just said I tried to contact them and hoped you wouldn't ask for specifics. if you did ask for specifics, those "specifics" could be easily generated on a computer, especially if it's only 3 or 4 lines of login information and 2 or 3 lines of usage information. For example:

user#98765432 logged in 0340CDT 01/23/24 Chicago IL United States ip:000.000.0.0

free chip collected usr#98765432 claim 100NDP250FS 0441CDT 01/23/24 ip:000.000.0.0

after the fact is easy to fake.

Dear jran0880,

Just to remind you, you accepted our terms and conditions when submitting a complaint on our complaint forum:

4.3. By submitting a complaint to the Website, the User authorizes us to request and/or receive from the affected online gambling operator any and all information related to the User‘s casino account, registered details, gambling logs and activity and/or any other information which could help to identify the issue in completeness and come up with a justified and fair decision.

Without such information, we wouldn't be able to fully assess the situation and offer any guidance or steps for a potential solution. Anyway, I can agree with you that the casino team could provide you with this information as well.

To your question:

people should know that they will need to make a deposit before verifying their identity in order to withdraw their winnings from your site well before you deny their request for withdraw with some made up login information that you refuse to provide the owner of the account.

Actually, this is mentioned in the Planet7 terms and conditions. And can be checked anytime when you read them

18 Before a withdrawal can be processed, the player may be required to provide a government-issued photo ID and a clear selfie of themselves. We might also ask the player to verify their identity by making a small Card deposit to make sure the player is genuine and who they claim to be. The Casino reserves the right to request additional information to validate accounts.

For the Free chip redemption rules:

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Dear Nick / Planet 7 team,

Is it possible to provide the player with their full account history?

I completely understand the terms, that was reflected towards plante7casino, as they have yet to show me my full account history. as far as the deposit before ID comment. when I originally attempted to withdraw my winnings, it was actually reversed and you had to verify your identity BEFORE making the deposit. this was the original issue I ran into because after I verified my identity with hooya, even though I was successful at doing so, planet7casino still showed that I needed to verify my identity even though I already had. that is how all of this came about and now apparently I had an account with them already? I don't see how that is possible. I started playing with them on January 28 of this year. I logged in using my inclave account and that showed zero activity for the past 2 plus years, as I have not played online until the end of January. even back then, I never played on planet7casino. I've played at royal aces recently as well as tried to play at raging bull, both of which seem to operate on the same platform as planet7 as the sites are more or less identical to planet7 just in different colors. do I'm assuming those may be affiliated somehow with planet7 and that may be where the confusion sets in. I know when I set up the a, account I used my email and phone number and it did not show that an account already existed, so I set it up and then it linked up with my inclabe account and I log in that way as it is already setup to go in inclave. so maybe that is the issue? either way, I know that my first time playing was January 28 2024. I am also still at a loss as to why they would not and still have not supplied me with the supposed previous account information that I requested in the chat. I have no issues what so ever of them supplying you with my account history, as long as they provide it to me as well as I am the actual account holder and the information contained withing their records is supposed to reflect my activity on their site. if I am to dispute something such as a previous login and use of a free chip, then they should provide me irrefutable proof that I was the person logging into my account. which, if that were actually true, then they have had at least one breach of their system and could have exposed my isensitive information along with other players information. that includes social security numbers, addresses, phone numbers, banking info, credit card info, among other very sensitive data. all of that could have been hacked and is now out there for anyone to see. if that is the case, they need to open up about that and notify their customers of the issue(s). I'm certain I'm not the only person who is having or has had this issue with planet7casino. if they have had a data breach, then the people should be informed of this incident and what was taken.

Greetings all,

The account has been open and active since the 20th of November, 2021, also the date of the first coupon (free chip) redemption. In the player transaction history there is the option to search in 30 day increments, if you do a search for that date the transaction should appear there jran0880. If there is ever a question regarding such things customer support is there to assist, had you contacted them and asked if you were eligible for a free chip before redeeming and playing the second chip they would have informed you that you were not eligible for an additional free chip until after a deposit/play session. Also worth noting, the maximum cashout for the bonus in play had all of the criteria for eligibility been met is $100 rather than the $310 stated in the complaint.

Best wishes,

Nick and Planet 7

planet7

first off, why would I need to contact customer service as this was my first time playing there was no need to ask if I was eligible to cash out on a free chip.

I asked Ava Brown what the supposed sign up date was with my email during our little chat session, and she couldn't tell me that information, so how would I know to check that? my transaction history starts at January 28, 2024 on planet7. there was, again, no need for me to go back and check 3 years of transaction history 30 days at a time to see if id played before. is this what you expect from all your players? third, I did contact customer service several times regarding my issue with identity verification as well as one other time prior to concerning an inability to adjust my wager on a few games while I was playing my fre chip that I claimed on January 28, 2024. here are the case numbers for those emails. case number 153682711, case number 153684514, and finally, case number 153720782. the first one is about the wagering the next 2 are about the issue I was having concerning verifying my identity. the only response I received for all 3 emails was your auto response. great customer service don't you think. I did my due diligence before contacting casino.guru to file this complaint. had your CSR staff answered any of my emails and mentioned this supposed previous login and use of free chips, we could have settled this in private instead of airing everything out in the open, which is not so good for your casino.

continued on next reply

from previou# response

the $100 limit on cash out with the free chip I played with was set when you reversed $607 of the winnings using the free chip when I met my playthrough requirement. It was immediate and without any type of notification , infact, when I realized you took the $607 back, I was below the $100 limit at $94. I'm guessing that little "glitch" is part of the design of the casino since the minimum cash out on the free chip is also $100 and by simply and automatically, without any previous notifications deducting the overage from the players balance, the likelihood of them dropping below $100 is much greater with less chance of reaching that precious $100 withdrawal minimum and maximum for free chips. even though I was keeping up with what my play through was and how much I had left, I still missed the $100 mark by $6. luckily, I was able to recover and bring my balance up to the $100 mark. at that point, yes, the withdrawal limit was $100, ill concede that. however, when your CSRs failed to respond to any and all attempts of communication regarding the withdrawal, the money in the account, which was $94 at that point was now free and clear for me to do with as I saw fit and at that point, I saw it fit to wager it on you slot machines as it was infact MY money that I won using ONE and ONLY one free chip from planet7casino. I gave you staff 3 days in between emails as your auto response states you staff is overwhelmed with customer emails and it may take up to 72 hours for them to respond. they never did. basically, you abandoned me and my winnings. and with no response, I could not withdraw my winnings, so I did the next best thing and wagered them on you site. if you look at my balance history, I'm sure you will see that I didn't recoup my winnhs all at once, I did lose a good portion of my $100 before i was able to recover and ultimately end my play in the positive with the $310.87 I wish to withdraw.

all that being said, how about we meet somewhere in the middle? I will accept a cashout of $150USD or an amount of Litecoin (LTC) equivalent to $175USD deposited into my LTC wallet from which I made the $10 deposit as you already have the address. along with the case/Litecoin deposit, I think $100 in Freeplay with no max cashout, a 1X playthrough requirement and no deposit required to withdraw any winnings, and no wait time on the winnings cash out. that is basically half of my winnings in cash and $100 freeplay. I think that is a fair offer to settle this. what are your thoughts?

one last question, you said that my account was set up in November of 2021 and I hadn't played in 3 years. then, out of the blue, I start playing again and won a little bit, wouldn't most casinos pay the winnings without hassle in hopes that I would make a deposit and continue to play at their establishment, or website? that was my intention by the way. I was going to turnaround and deposit at least half, once I knew I could get my money out I would appreciate a response in a timely manner. I look forward to hearing from you and resolving this.

regards,

josh r****

Greetings jran0880,

I appreciate your feelings in the matter, I am here to assist in any way I can. I review the complaints and perform a full audit, if there is anything I can do to help I provide this assistance. In this case the account already existed and there was already a free chip played in the account previously. The terms and conditions of the casino state that only one free chip is valid between cash deposits, there had already been a free chip played with no deposit activity to follow thus the requested withdrawal was denied per the terms and conditions. Had there been a different scenario and the casino was in error I would have reported this and done what was necessary to remedy the situation as I do in all such cases. I do apologize for the disappointment, I far prefer a happy ending, however in this case there is little question, all necessary records have been shared with Michal for his confirmation including the date of signup and bonus redemption.

Best wishes,

Nick and Planet 7

Dear jran0880,

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.

there's no use in continuing this dialogue as it's obvious that planet7casino is not going to pay on what I believe is a legitimate request for payment. I appreciate the fact that casino.guru was at least able to elicited a response, which actually did resolve my original issue, as planet7casino changed the steps required to verify identity. I'm sure that will help players in the future. as far as the previous account situation, there is no need to go further, nothing will change, which is disappointing as I enjoyed playing at planet casino. I will take my patronage elsewhere and suggest to other players that they avoid planet7casino in the future. I should have checked with casino.guru prior to playing on planet7casino as the rating given is absolutely accurate even if it's a better rating than I would give. thanks again for the time and effort put into this. that includes the participation of planet7casino, at least you responded and spent the time.

please close the case.

regards,

Josh r.

Thank you for your responses, clarification, and email with evidence, Nick / Planet 7 team.

Dear jran0880,

I acknowledge that the resolution of your complaint may not have met your expectations. However, upon a thorough review of all information and evidence provided by the casino team, it is evident that you have indeed claimed multiple no-deposit bonuses consecutively without making any real-money deposits in between, which violates the rules outlined previously.

I understand your frustration regarding the lack of notification from the casino team regarding the previously claimed bonuses. It is worth noting that the live chat team may not have access to your complete account history. You could have checked your account history yourself. I advise you to carefully review the terms and conditions of bonuses before activating them and ensure compliance with all regulations to avoid similar disappointments in the future. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru