Planet 7 Casino - Player struggling with receiving payout.

Contacted Planet 7 Casino about not receiving winnings. The rep stated I wasn't eligible to receive it by BTC since I didn't deposit by BTC, I didn't know that was required. Then asked to complete the withdrawal by wire transfer, he goes in to say they can't with my bank. So I request the 3rd and last option of receiving a check and he says they aren't issuing checks at this time. So I ask how am I gonna receive my winnings? He states I have 2 bank options that i can open an account with, granted both are 1.5 hours away from me to complete the wire transfer. I informed him I wasn't comfortable with that bit if that's my only option I'll look into it. Instead I message all for help.

Dear RetVet22,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that 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.

Please let me know if you decide to open the bank account according to the support's instructions. If the option won't work, and you'll still experience issues with withdrawing your winnings, please let us know and we'll intervene and try to assist you.

Best regards,

Tomas

I didn't feel comfortable opening an account only to receive wire transfers, I thought that sounded shady. Being an accountant it just didn't sit well with me. Do you know if having an account just for wire transfers is authorized? Also, their sister casino, Raging Bull I'm in the same situation but have 2 winnings totalling $1027.

I am afraid I don't know.

Please understand, that 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 the casino is limited in which banks they offer withdrawals, we can't affect that.

Please let me know if you followed the casino's recommendation, or if the casino offered any other options for you to withdraw your winnings.

Dear RetVet22,

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.

On 17 Jan I decided to open a checking account with one of the banks that Planet7 will work with for wire transfers. I informed them the same day of what i did and to give them all the info required. Now I'm just waiting.

Were you required to make a deposit using this bank account?

Was there any progress since you informed the casino about the new bank account?

On 24 Jan I had followed up with them on a status and they informed me since I didn't have a bank statement yet I would have to wait a month to get my winnings. They did state since I had deposited with bitcoins I could withdrawal that way. Mind you I had already requested a withdrawal that way and it was denied since I didn't deposit that way. Now I'm waiting for my withdrawals by bitcoin.

That is indeed frustrating.

Thank you very much, RetVet22, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear RetVet22,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Planet 7 Casino representative to join this conversation.

Dear Planet 7 Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

JUST RECIEVED MONIES!!!!

Now I'm just waiting on sister casino Raging Bull Casino to pay out.

Greetings all,

Just confirming what was said above, payment went out via Bitcoin yesterday and is marked delivered in Blockchain Explorer.

Best wishes,

Nick and Planet 7

Dear RetVet22,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru