I am a new player at Planet7 and was fortunate enough to win in my first day or two. I did deposit funds and used some of the matching promotions for slot play only. I sent the appropriate withdrawal paperwork and documentation and received an email on 8/26 from Robin (withdrawal department) congratulating me that my “withdrawal request has been approved …. We are going to send you a check through FedEx or DHL……..”. I did not hear anything for 10 business days and contact the casino via chat on the 11th business day and was told to wait another day or two. After waiting two days I contacted the withdrawal department on 9/1 for an update and was told that they have not heard anything back from the processor and my case would be escalated. I did contact the withdrawal department on 9/2 thinking that an escalated case should have some new information within 24 hrs. I was informed by the agent (via chat) that it takes 48 to 72 hours generally for any information regarding an escalated issue. I waited three business days and contacted the withdrawal department again 9/12, this time I was told that the processor is behind schedule due to the volume of checks and I was asked to email my bank wiring information to Tara an escalation Mgr. in the withdrawal department.
I submitted all the information in the format that was requested and followed the instructions to have my user name and casino name in the subject line. I immediately received an automated response she (Tara) is handling a high volume of emails and to expect a response in 2 – 4 business days. After reading several of the other complaints they all have the same pattern and facts as me. Considering the success rate of filing a complaint with AskGamblers, I thought I would see if you can help in getting my withdrawal.
I do want to add that everyone I have dealt with at Planet7 either on the phone or via Chat have been very friendly to deal with. I want to continue to use there site but this has made me very gun shy. If I do receive my winnings I will be back.
I look forward to your help getting this matter resolved.
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