Planet 7 OZ Casino - The player has been waiting for her withdrawals for several months.

I won $10,000 on may 22 2019, all documents have been accepted and approved, the withdrawal has been approved, but, I have only received $2480. on contacting the chat several times only to be told to be patient or it has been escalated. I received the first payment on 16 August 2019, and was led to believe as per T&Cs that the subsequent payments would be made the following week, this has not happened. it now 9th September 2019, 4 months since I first requested the withdrawal. Can you please help.

Dear Rosemaree,

Thank you for contacting Casino Guru. I'm sorry to hear that you've been waiting for your money for so long. We'll do our best to help you. I would like to ask you for more information concerning your complaint. What bonus exactly did you play with? Are the other withdrawals in your account still pending or have they been cancelled? Did you get any explanation from the casino about why the other payments are delayed?

Best regards,

Peter

Hi Peter,  the bonus used at the casino was a no maximum cashout 275% bonus with 50 free spins on Bubble Bubble 2, this was on the 22 May 2019. The other withdrawals have all been approved but not paid. I have not been given any explanation as to why it is being delayed. I have many screenshots of chat conversations, mostly saying it has been escalated, 

Hi Rosemaree, 

thank you for the information. I contacted the casino and now we will wait for a response.

Best regards,

Peter

Hi Rosemaree, 

Just letting you know that we are looking into your complaint and will be back to you soon. 

Thank you for your response, this has been looked into many times. I really hope for a resolution this time

Hi Peter, I  am very pleased to let you know I have received a payment today of $2380.00. I'd like to thank you very much. I now look forward to receiving the next 2 payment. I would like this conversation to remain open until I've been paid in full. 

Thank you ..Rosemaree

Hi Rosemaree,

Thank you for the update. I am glad we could help. We will leave the complaint open until it is fully resolved. 

Best regards,

Peter

Hello Rosemaree,

Is there anything new regarding your complaint?

Best regards,

Peter

Hi Peter, 

No there has been no more response from the casino. I'm still waiting for 2 more payments. 

Thank you, Rosemaree

Hi Peter, 

No there has been no more response from the casino. I'm still waiting for 2 more payments. 

Thank you, Rosemaree

Hi Peter, 

        I have been in contact with the casino chat and have had the same response, it's up to the finance people I was told. 

Hi Rosemaree,

Thanks for the update. I contacted the casino rep again, they assured me they were working on it. 

Best regards,

Peter

Hi Rosemaree, 

Thanks for your patience and confirming receipt your first payment, your balance 3 payments will be paid weekly. 

I have requested one of our case managers reach out to you, however could you also kindly contact the Casino Customer service team there. 

Sincerely Steven

Thank you, I have contacted the casino support team, my details were confiirmed  once again and now waiting for the payments team to send the payment. 

Thank you, Rosemaree

Hello Rosemaree,

Thank you for the reply, please keep us updated about the progress.

Best regrads,

Peter

Hi Peter, 

I've received an email from Colin at Customer Support service, he says the other payments have been scheduled, and waiting on the finance dept. But still no idea how much longer payment will take. 

Regards Rosemaree

Hi Peter,

I have had no further response from Planet7 oz, I am still waiting on payments. Please help. 

Hi Peter, 

I have received an email from Colin at Customer Support, I have copied it 

Please reply directly to this message

This is an automated email from the Casino Support Team regarding ticket # 5108908

---

Hi Rosemaree,

We contacted you a few days ago to see if you had a chance to review the latest update from the team at CS Support?

We haven’t heard back so we’ll solve the ticket for the time being.

We hope you resolved the issue successfully, but, if this isn't the case, simply reply to this email within the next 2 days and your ticket will reopen again automatically.

Thanks!

Casino Support Manager

This email is a service from Support Center. Delivered by Zendesk

[M795RY-7DR9]

I can't review the update as I wasn't sent one.

Show quoted text

I'm not sure what it means,

Thanks Rosemaree

Hi Rosemaree,

Thanks for the update. Have you looked in your spam folder? If there is nothing in the spam folder, please inform the casino right away. 

Best regards,

Peter

Hi Peter, 

Nothing in my spam folder, I received an email from Colin saying they have sent a wire transfer, and I am to contact him when the payment goes into my bank, then he will wire the next one, I will let you know how this goes, Nothing in my bank yet. 

Thank you Rosemaree 

Hi Peter,

 I have received the same automated message I received a few days ago. As in the previous msg. But still nothing in my bank. It's all a tad  frustrating. 

Hi Rosemaree,

Thank you for the reply. We would like to ask Planet 7 OZ Casino for an update.

Best regards,

Peter

Hi Peter, I am happy to tell you I have received $2455 from the casino. Colin has assured me the next payment was sent on 14 Oct 2019. Thanks for your help help with this

I will let you know when I receive the next payment. 

Thank you Rosemaree 

Hi Rosemaree,

Thank you, this is great news. I'm looking forward to hearing from you soon.

Best regards,

Peter

Hi Rosemaree,

Has there been any progress with the payments?

Yes thank you very much. I submitted a response when it was resolved. 

Thank you Rosemaree, we consider the case successfully resolved. Thanks for cooperation and 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.

Best regards,

Peter