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

I requested a withdrawal on 12 July 2020 knowing that my account has already been verified. I followed this up just under 7 working days later and was told that it was approved and left planet 7 Oz on 28 July 2020. After nothing been received again I followed this up and was told that it would be escalated and would take another 5-7 days. I followed this up the next day to make sure and I was told to give the escalation time again. 5 working days later the withdrawal is still pending I have now just been told to follow up at the 7 days post escalation again. I asked how to make a complaint how to escalate this and to have someone contact me to resolve, I got told to give it to the 7 day timeframe had passed. As it takes so long for the responses I googled how to make a complaint and be time I came back to the chat which had not been a problem jumping in and out of it before the chat had been ended. I had this happen the first time I tried to withdraw it took so long I ended up cancelling the withdrawal and reusing it. Is this a ploy to get people to reinvest their winnings. Do I get paid interest for the time my money has been kept? I have played several sites and it has never taken more than 7 working days to get paid. I have deposited a lot of money into planet 7 Oz over the time and may have to review my choice of online pokies after this. It just shouldn't take this long in this day and age with the current technology that we have. Either people aren't doing their jobs, their is too much work for employees or this company ain't too keen on paying. Whatever the reason it is not my concern or may fault I am the customer and as much as I appreciate things can't take time 3 weeks is ridiculous to wait when deposits are instantaneous! Please help me!!!

Dear Andrea,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly, that after you cancelled your withdrawal, you lost all the money you wanted to withdraw?

In the meantime, I would suggest checking our review for the Planet 7 OZ Casino: https://casino.guru/planet-7-oz-online-casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Looking forward to hearing from you.

Best regards,

Kristina

Dear Andrea,

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.

Hi there

I have been waiting since 12/7/20 for a withdrawal request of $1000. The request has been escalated 3 times now and I have been told that the reason for the delay is their payments team have not reviewed my request.

Thank you very much Andrea for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Andrea,

I am very sorry to hear about your problem.

I would like to invite Planet 7 OZ Casino to join this conversation and give us an explanation of why Andrea's withdrawal has been delayed.

Thank you Zuzana. Please be advised that I am still awaiting my withdrawal and have been told twice now that each week they escalated it again to there payments team and each time they had not heard anything back. After I sent this complaint I started requesting the call notes. I have these calls noted in my email to illustrate said advice.

Hey Kristina, Zuzana, and Andrea!

I reviewed this yesterday, it was on it's way out the door anyway... I just gave it a little shove. Payment was issued to our 3rd party yesterday afternoon. Generally it's between 3-10 business days on delivery once they have it, but shouldn't be long now. 🙂

Best wishes,

Nick and Planet 7 Oz

Thank you for the update Nick.

Dear Andrea,

please, let us know once you receive your withdrawal so we can close this complaint. Meanwhile, it stays open. 

Thank you - I'll let you know as soon as I have received it.

Dear Andrea,

may I ask you if there is any update?

Yes of course - no U fortunately nothing - it has almost been two months from the date of my initial response. Unfortunately I won't ever use this website again a d I actually used it as I thought it was an Australian trusted online pokies site. I have one from sites that are international and longest turn around time was 6 business days.

I am very disappointed and frustrated to be honest as O had played planet 7 Oz a lot leading up to this.

I am starting to wonder if it will ever happen and if it is now personal in relation to releasing funds.

I wonder if it would take this long if I claimed interest on the money that they have held onto for this period of time?

Any update you could encourage from planet 7 Oz would be great or perhaps for them to follow.up?

We will wait for your confirmation and leave this complaint open.

Today marks 10 working days since planet 7s advice that payment would be made. There are still no funds in my account 😠

I would give it an additional 7 days and then we can ask the casino for the update, thanks for your understanding.

Thanks for letting me know

Hey Kristina, Zuzana, and Andrea,

Apologies for the delay, the 3rd party payment system isn't perfect but I can say it is very safe and secure. Once payment is disbursed by the casino we can only wait patiently for the funds to arrive I'm afraid.

Most of the time it's quite fast, 3 business days is about average however it can as I said be 10 business days and beyond sometimes.

I've checked with the requisite department and there are no known delays currently so I can only assume it will be there shortly.

Fingers crossed it'll pop into your account any time now Andrea.

Best wishes,

Nick and Planet 7

Dear Andrea,

may I ask you if there is any update regarding your withdrawal? Thank you in advance for your reply.

She should have received it by now, let us know Andrea!

I have received the first amount of $861.50, however there is a further amount of $116 that was approved.for withdrawal on 11/8/20.

May I ask the casino to react to the last reply from Andrea? Was there any fee from the casino site? Thank you in advance

I have not been made aware of any fees and also in my account screen it states withdrawal on both amounts not "fees" or any other classification

Hey all,

The deposit bonus amount of $116 is non-cashable and was removed on approval as is standard according to the terms and conditions of the bonus in play at the time of the win.

Hope that clears things up.

Best,

Nick and Planet 7

Dear Andrea,

I dont know if you were aware that the bonus is sticky but its written in terms. May we close this complaint as solved please? There is nothing more we can do, thanks for your reply in advance.

Yes thank you