On the 31/8/2020 I requested the withdrawals since then they have been telling me the funds will be in my bank by the end of the week for 2 weeks now

Dear Malcolm,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino? If yes, please forward it to [email protected].

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Nick

Thank you Malcom for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.,

Thanks Nick

Hello Malcolm,

I looked at your complaint and will do my best to help you. I would like to invite Planet 7 OZ Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

I made a withdrawal on the 30/8/2020 on the 7/9/2020 it was approved I was informed that it would take between 3 to 10 working days for the money to be in my account 12 working days later I contacted the live chat and was told it’s not 10 days but 15 days I have since checked the terms and conditions and no where is 15 days mentioned I felt like I was being taken for a ride and they would change the goal post every time I’ve reached their previous goals. I was told by Robert H*** who is apparently a vip customer service agent whom told me he had been in contact with ( he didn’t say who ) their people and it would be in my account in the next couple of days as you can see by my email I’ve sent you.

he informed me that if it wasn’t in my account by Monday let him know which it hasn’t and I have emailed him with no reply as yet.

Thanks

Malcolm

Hey all,

I can confirm on this end that there are 2 (quite significant) payments released on the 7th and 11th of September which should be headed your way as wire transfers.

We use a 3rd party payment system and most often it is quite efficient, generally you receive your money between 3 and 10 business days after it is paid out to the 3rd party by the casino. Sometimes it takes them a bit longer for one reason or another but there's no reason to fear, it should be with you shortly.

Thanks for your patience and keep us posted!

Best,

Nick and Planet 7

Yep that’s what I’ve been hearing for the last 2 weeks

I’ve even spoken with the international wire transfers department at my bank who has told me 3 to 5 days is what it takes for an international wire transfer that the 10 days I’ve been told is way too far from from all the dealings ( even 1st time transfers ) in her 20 years with the bank.

who do I trust??

Dear Malcolm,

Casino stated that payments were released approximately 3 weeks ago, so please let's wait one more week for your winnings. If you'll not receive them, we can investigate further.

Okay I can do that

Okay I can do that I’ve been waiting for nearly a month now so what’s another week I’m just hoping that I’m not being taken for a ride that’s all

h guys it looks like they have paid the $4980

which is the second one that got put through but they have not yet paid the first one $6851

Can I asked Planet oz 7 how does that work?

Hello Casino Gurus is this what happens planet 7 oz just stops replying??

Hello,

Casino still have time to answer, if they don't answer in the set time frame we will make another steps.

Hello Casino gurus they have now put the remaining money in my bank account Thank you very much for your help. As for planet oz 7 all they had to have in their terms and conditions is that the first withdrawal will take 1 month which it did and save me all the worries I was having.

PS is there somewhere I can make a donation to you guys

Thanks

Malcolm C******

Greetings Gentlemen,

The first withdrawal can take a bit with the verification process included (subsequent withdrawals get a LOT simpler), it does make some folks anxious so I definitely understand.

But as I mentioned previously once the funds have been sent by us to our 3rd party the only thing left to do is give them the time to arrive. Normally they are quite efficient but sometimes depending on regional or international holidays, payout volume, or other circumstances they can take a bit longer once we pay them. Not ideal for anyone however safe and reliable nonetheless and as you see normally just a matter of a couple additional days.

Very glad to hear that cash is where it belongs, in your pocket. Congrats again on the win.

Best,

Nick and Planet 7

Dear Malcolm,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

PS: thank you for your willingness, but we are not entitled to accept any donation.

Best regards,

Viliam