I am writing to you today as an extremely disappointed (involuntarily former) member/customer of Planet 7 Casino. Up until I recently I had been a member of theirs for two years, I found out (as of about two hours prior to me writing this post) that Planet 7 Casino has revoked my access. I don't normally make posts such as these as I try to give companies the benefit of the doubt but in this case, I cannot contact them.
I originally joined because the site was recommended for high quality customer service, a plethora of games to play and fast payouts. So, I start playing and eventually ask for my first payout. About a month or two later I eventually I receive that first payment. After speaking to some reps, they assure me there were some issues with billing and their finance department and they have moved to new offices and it will never be a problem again.
Fast forward to December 2016. After depositing quite, a lot of money with Planet 7, I hit a decently sized win. I request a withdrawal and am told I should receive it "soon". At this point I have requested for an online bank wire transfer as their customer service reps told me that would be the fastest, most secure and easiest way for both parties. I send in the appropriate paperwork and wait for them to verify. Soon January rolls around and I still have yet to receive my payouts. I contact them every week or two to check on the status of my payouts. They tell me they are having issues, they are sorry, they will escalate, there are billing issues as they are moving accounts and finance over, etc., etc... I wait patiently and keep checking in. Eventually I start to receive payments and then finally after escalating tickets about 4-5 times, I receive the total of my payouts around February/March. I had to wait about four months to receive that payout. That is not a fast payout by any means, in fact I would say it was quite the opposite. The reps apologized to me, assured me this was not normal and said next time this would not be an issue.
Eventually I deposit more, lose some, win some, deposit more, lose and win and finally win enough to cash out a decent amount. So once again I speak to a rep and they ask me to verify my information again, which I had already done two to three times. They tell me I didn't send in the proper paperwork, so I forward them the original email and they apologize and say they do in fact have it. Some reps say I do, others say I don't - so somewhere someone gets their wires crossed. So, once again we do this back and forth, I wait patiently and wait and then I notice that instead of my transactions being taken out in the form of $2,500, they are approved as $1000, $1003, $300, $500...so on and so forth. So, I contact once again...and wait and wait and here it is almost August...another 4 months have just about gone by and the casino still owes me $3,800. Once again, their reps apologize continuously and tell me that they will escalate and I will receive the payments "soon".
I then spoke to another representative and found out some interesting information. They updated my VIP status to "Expert" and took away all privileges I previously had. Before, I had bonuses like VIPBLACK (Bonus with a low playthrough, no max cash out, etc.), Loss Rebate, better bonuses, free chips, "faster" payouts, my own "VIP Host". Now I find out that as an "Expert", I no longer receive any of those, I don't get any perks, in fact the longer I had been here the more perks I lost for being "Upgraded".
Eventually, I started getting calls/emails from a special "invite only" casino on my cell phone. So, I spoke to a representative about it and they said my last VIP host Kevin or Keven (Not quite sure of the spelling) had shared my information with other casinos... They told me that they were in the process of handling the breach but that was it. Later, another rep that I spoke to denied that that had ever occurred. At first, they said there was no VIP Kevin/Keven but they do have a Kelvin but he was not a VIP host and assured me that would never happen because their security protocols are high end. Then I copied and pasted the transcript into chat and the rep quickly said that Kevin/Keven doesn't work there anymore, and the breach happened three years ago. So, at first the rep denied that ever happened and then when I showed proof the rep changed their tune and even said "you are mistaken", "do you know how long it takes to do any legal thing"? So, they flip-flopped back and forth saying one thing, then another. And likely because of that "leak", I ended up getting spammed with emails, calls, and even a few texts from an "Invite Only Posh" casino. In fact, I still get calls/emails from that casino.
Then to make matters worse, I asked for a bonus and one of the reps told me they can put ENJOY350 on my account. I wanted to confirm what the deposit was so I asked them very specifically. And they gave me the wrong information. They confirmed that if I deposit $1,000 then I would have to play through $20,000 to cash out. When I went to play through it said I had to play through $90,000. See below.
-------
[Rep]: Please contact us if its don’t affect in your account after your deposit, but make sure you have to make deposit $50.
[Me]: So, if I put in $1,000 for example.
[Me]: I would have to play through $20,000?
[Rep]: Yes right .
-------
Then I spoke to another representative and they lied to me as well. They told me the rep did not tell me the wrong information. I said they can look up the chat logs but they said they did not give me the wrong information. Telling me that I only have to play through $20,000 when it is actually $90,000 is extremely incorrect information and then to lie about it is that much worse.
I really don't understand what I did to be treated this way by Planet 7 Casino but because of how I felt I was mistreated I requested that they refund my last transactions from their casino, and honor my final payout of $3,800. Because they gave me false promises of great customer service, their representatives gave me false information, then they lied about having given false information, they delayed my payouts, they took away any "perks" I had from being a VIP Member the longer I stayed with them, they apologized endlessly only to make the same excuses about the delays in my payouts.
After this I went back and forth with emails with them, waiting for them to give me an answer. At first, they told me no, then they told me talk to the refund department, then the refund department told me they were looking into it. They kept me on hold and asked me which transactions and what I wanted. I was very specific and they kept giving me dodgy answers when I asked for specific details because they said if they honored the refund then they would close my account and I would no longer be able to play with them. So, emails went back and forth more with me trying to get an exact answer. After all of that waiting they simply said, “We will not be refunding any of these transactions”. Shortly after that I finally received the rest of my payout after waiting another few months and escalating tickets.
Finally, I sent a last email that explained that I went over all my transactions and it seemed that they had been over charging me ever since I started playing. I noticed that every transaction I had had an additional charge of $3-$70 per transaction. I tried to explain that I didn’t understand these charges and I would not be taken advantage of as they also started paying me out in smaller increments which meant I would be charged per transaction. For example, before they would pay out in $2,500 installments. So, I would only have $20-$25 taken out per payout. Now that same $2,500 or so would be paid out in smaller increments - $1000, $1003, $500, $300 installments and would be charged separately for each transaction, $20-$25. They never responded to this last email and when I went to log in earlier I found out my account had been revoked.
For full disclosure there were a few conversations where I was frustrated and vented to the representatives about my situation but for the most part I was very civil and polite with them. I really tried to be level-headed and understanding to not report them but the more I considered it the more their behavior just didn’t seem to add up.
I don’t expect anything to come of this and I do apologize for the long message but I don’t know what to do, I feel that I have been thoroughly mistreated and want to right this wrong. Best case scenario would be they honor the refund and leave my account closed. We part ways and that’s that. I understand the realistic scenario is that nothing happens but I just couldn’t sit idle this time. Thank you for taking the time to review my case.
↧