Planet 7 OZ Casino - Player’s withdrawal has been delayed due to KYC.

I requested money out on the 3rd of December and as it was my first withdrawal you advised that I could have a $750 express payment to date I have received no monies. I also made a withdrawal of $2500 at the same time as my express payment. I won a substantial jackpot $44 000.00  which I also requested in withdrawals of $2500. I had noticed that all my withdrawal requests had been put back in my account $33 000.00 so I went through the process of withdrawal again, only for it all to be returned to my account once again. I still have not received my express payment of $750 and the initial $2500 withdrawal I made on the 3rd December?   I have received emails In regards to my verification documents which I have now sent on 3 occasion. I have also requested a copy of transactions made on my account which I have also not received. 
 

Re Ticket no.     5601354

                            5564723

                            5496342

Dear Debra,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem with withdrawals. May I ask you if this was your first withdrawal and what method you used? Please bear in mind that the whole process of withdrawal might take longer because the casino wants to make 100% sure that the money is being sent to the right person. Casinos take KYC (Know Your Customer) procedures very seriously. Hopefully I will be able to help you with this matter as soon as possible.

Best regards,

Petronela

Thank you so much for your prompt reply they offered me an express payment of $750 on the 3rd of December and a wireless transfer of $2500 on the same date these funds disappeared from my balance and I have not seen any monies what so ever. They asked for all my details Bank and also documentation of proof of ID which I also forwarded. 

Dear Debra,

Thank you very much for your quick reply. I’m sure you have checked the review for Planet 7 OZ Casino, which is posted on our website: https://casino.guru/planet-7-oz-online-casino-review. 

I’m referring specifically to a section about long waiting payout times: "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)."

Please be patient and let me know as soon as you receive any news from the casino. I believe we will resolve this issue to your satisfaction in no time. Thank you very much in advance for your reply.

Thank you for chasing this up for me

Dear Debra,

I contacted the casino regarding your withdrawal issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Planet 7 OZ Casino, please could you advise? Thank you in advance for your reply. 

Greetings Petronela, Debra,

Reviewed what's what and looks like a fairly simple fix Debra, the issue that I see is that the utility bill and ID you submitted aren't legible. The front of the ID card is fine, that back has some details that are blurry. The utility bill is too small of a file to read, I even downloaded it and tried to enlarge it with the help of photo software but it was a bust.

Did you get a link from us for verification when you requested the withdrawal? That would be the simplest way to fix this. Find that link in your email box and click it then follow the instructions and Bob's your uncle frankly. Let me know here if you can't find it or the link is expired, I'll have them issue another. When we have that done also let me know and we can move forward on making this happen for you.

Best wishes,

Nick and Planet 7 Oz

After 7 weeks I have finally got someone to investigate why my withdrawals where not being processed. Images of my documents are not visible. So here I go again! It would be nice had someone communicated this advice in the first place!  

I have sent images to documents@planet7oz.com

Fingers crossed that this is a speedier conclusion

Regards

Debra Willis

Hey Debra,

I located your submitted documentation and passed it off to our documents team for review, it is approved and noted in your account. They should have contacted you with confirmation as well. I also went ahead and pushed through your last pending withdrawal request and had that approved.

The next task will be to complete your payout details, I sent you an email with the necessaries. Hit reply on that and I'll make sure it doesn't sit around too long.

Best,

Nick and Planet 7

Dear Debra,

Some good news there. We are setting the timer for 14 days and wait for your update. 

@Nick, thank you very much for investigating and for all your help.

Thank you so much it seems that planet 7 oz has finally consolidated my paperwork and verified my payment. it is a pity that I had to get the run around for so long before the situation was resolved needless to say although I live their games, I will not use their platform again. 

Regards
Debra Willis

Dear Debra,

I will be waiting for your confirmation that you receive the winnings. Thank you.

Hey Debra, Petronela,

After everything was confirmed $2460 was paid back to card on the 23rd of January. That should have arrived by now, if it hasn't then please let me know so I can follow up for you!

Best,

Nick and Planet 7 Oz

Received $2460 

I would like to question the original $2500 and $750 express deposit that went from my account on 3rd December and have not been processed? 

Dear Nick,

Please, could you clarify? Thank you very much for your help.

We would like to ask Planet 7 OZ 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’.

I have tried another contact available for Planet 7 OZ Casino. We are extending the timer by additional 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hey Petronela, Debra,

Whew. Quite the task over here, your player sheet reads like a Greek epic poem Debra... Win, request, cancel, play, re-request, win, request, cancel, play, re-request, denied due to lack of documentation, re-request, play, cancel, approved, re-deposited due to lack of payout method, played, re-requested, canceled, played, and finally a successful WITHDRAWAL. Wowsers. 

On my end a Herculean task in interpretation but after tracking and reviewing every last scrap of it I do have an answer for you: At a certain point in all this there was a re-deposit of approved funds back into your account that included the approved amount from the $750 in question ($625 was the amount after bonus removal).  Unfortunately this approved amount was played back into the casino after re-deposit, the only withdrawable amount left standing after the dust cleared was the $2500 I had approved and paid out for you ($2460 after service fees).

I review a lot of accounts Debra, this one was pretty special. I hope at bare minimum you had some fun on your epic journey, it was certainly interesting for me to review. I only wish in the end I could report there was more cash on the way. Alas.

Best wishes,

Nick and Planet 7 Oz

Thank you for finally concluding this ongoing debacle. 

However you have lost a player due to the 3 month run around I have had. 

Regards 

Debra Willis

Dear Debra,

Well, it looks like everything has been explained and resolved. If you allow me, I will mark this complaint as 'resolved' now. If there is anything else, I could do for you, please, do not hesitate to contact me again. Waiting for your approval. Thank you.

@Nick, thank you very much for your cooperation and clarification. 

Thank you so much for sorting all of this for me please mark the case as resolved.

Thank you very much Debra for your confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks both sides for cooperation and Debra, please, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.