I received a bonus offer from planet 7 Casino and deposited money and took advantage of the bonus. I subsequently won over $12,000 on a jackpot. After realizing that the bonus had no minimums no maximums and no playthrough requirements I began the process of requesting a withdrawal. The options that were listed were for a check to be sent or NetTeller. I requested NetTeller. After waiting several days and not hearing anything from the casino I contacted them to inquire about the status of my withdrawal. At that time I was advised that NetTeller was not available to me since I am a Us customer. They had me cancel the request for the $2,500 withdrawal request through NetTeller. They asked me to request for the money via the check option. Due to their weekly withdrawal limits of $2,500 they suggested that I request them all at one time in $2,500 increments. They assured me this would expedite the process. On November 7th of this year four of the five withdrawal checks were approved. On November 8th the final withdrawal check for $2,000 was approved. Since then I have been contacting them via chat every 3 to 5 days. I am constantly being told the same information is be patient they are experiencing delays. I was fortunate enough to reach one gentleman a few weeks ago by phone by the name of Giovanni who assured me by the Monday or Tuesday after Thanksgiving I should have my first tracking number on my first check. Then subsequently each week following the remainder of the four checks would be sent automatically. Everytime I speak with someone on chat I am just told please wait they are just backed up. Prior to sending this complaint I spoke with a representative on chat he told me that the payment processor needed to assure that they were sending me a check that could be used in the US. That was a ridiculous explanation I am sure I am not the only u.s. customer they have ever had. After being told numerous times that my case was escalated to get my check processing I'm still sitting here with no more information than I had yesterday. It's impossible to reach anyone by phone. I was fortunate enough to reach Giovanni the one time and then last week I called their VIP number and reached someone who assured me that I could not be assisted on that number since I am not a VIP. All I want is what I won fair and square. I have attempted every means of communication to get this resolved but when you cannot get through or your messages are not replied to it is impossible to handle this. I have been given numerous time frames and reasons as to why I have not received even my first check yet. Their time frame nowhere States it can take over a month to get your first check. All of my information was sent in and approved the night that I won the jackpot. I have taken pictures showing where my checks were approved with the dates and times that it reflects on their history under my account. At this point I am extremely frustrated and disappointed because had this been processed the way their website explained I would be close to getting the last of my checks in the next few weeks instead of sitting here wondering if I'm ever going to get the first one. This amount of money may not be a lot of money to some but to me it is. This was our family holiday money and I can't even get the first check. Having this many issues to get the first check it terrifies me to think that if I ever get that check what am I going to have to go through to get the Final Four. I of course was extremely happy with this win and the money couldn't have come at a better time. Unfortunately the money still hasn't come. What frustrates me more is that of course with winning that size of a jackpot and they had no minimum requirements no maximum requirements and no maximum withdrawal I recommended them to a lot of people. I have since had to go back and tell the same individuals I would not deposit my money in there because it this time I don't know if winning a jackpot with them will do you any good. Unfortunately the joy of winning a jackpot of this size has been severely diminished with the constant frustration of trying to deal with this casino to start receiving my winnings. I would greatly appreciate any help anyone can offer on how to get this issue resolved. Thank you I read that if we have documentation to attach it but I do not see anywhere to attach it to this complaint.
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