Planet 7 casino's gameplay experience is second to none. Their games are fun, their customer service for small requests/matters are outstanding (especially their prompt live chat), and they provide great bonuses.
However, the only and major downside and potential dealbreaker to the overall experience (as many other players on here can attest to) is Planet 7's payout/withdrawal process. Here is my account of my experience thus far
On 08/11/16. I requested a withdrawal of $900.00 and immediately followed their account update procedure in which you send your verifying documents including a copy of your driver's license, credit card, and bank statement. My withdrawal was approved on 08/20/2016 and they notified me via e-mail to verify 1- exact name as it shows in your ID (driver's license), 2- A valid phone number, 3- Physical address where the check will be delivered. I replied the same day and received a response on 08/22/16 stating it will take 7-10 days to be processed and i will be notified via e-mail with a tracking number. After feeling confident in their swift and smooth responses so far, I played once again and won a decent amount. I requested a second withdrawal on 8/23 which was approved on 8/25. I waited 10 business days and on 09/04/16, I sent Robyn (from the withdrawal department) an e-mail asking for a status update. she responded on 09/05 and stated "I just checked your account and saw that your request hasn’t been processed yet so I sent it to our escalations department, they are the ones who handles late/delayed payments. Unfortunately there is a delay with payments due to an increase on the amount of withdrawals in our casino group from last month. However, I can assure you will receive your winnings." I responded saying I expect to receive it soon and she responded promptly stating "Hello Andrew! I checked but I still do not see any update yet. Since your account has been sent to our escalations department already this means that your withdraw is already being taken care of, I just do not have more information to give you at this time. You can send them an email at payments@casinosupportcenter.com and escalations@silveroakcasino.com remember to put your login ID and the casino you play.“ So I followed her instructions and e-mailed both e-mail addresses and have not heard back. I followed up with two more e-mails with Robyn and still have not heard back from her. And that is why I am here. I will give Planet 7 the benefit of the doubt in this case but I hope we can resolve this quickly.
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