I have complied with all the casinos requests for documents it all began on the 17/10/20 they requested documentation for verification including a credit card authority form which they have no intention to process the withdrawal through credit card because then they request swift code bank details address the list goes on then they don't contact to tell you that verification is complete I have been in contact on a daily basis there representatives seem to give the same automated,ated response each live chat now the payout team has been in touch asking me to confirm my address bank account everything I have provided several times then they have delayed me again due to the weekend now I am in financial hardship due to there delayed withdrawal process there terms and conditions state that it is a 3-5 day process they are not helpful what so ever and are making life extremely difficult please please help me I want my money as I need to live pay rent feed my boy and met my financial commitments

Dear Michael,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please specify which payment method you have opted for? Have you withdrawn any winnings successfully in the past from this casino?

In the meantime, I would suggest checking our review for Planet 7 OZ Casino: http://www.kpvfaw.com/Planet-7-OZ-Casino-review:

?The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

?That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hey I haven’t had any withdrawals with this casino in the past they sent via email credit card authority form along with requesting documents to verify on the 17/10 upon verification they submitted a manual withdrawal for me then requested I send through bank address name on bank account swift code login details etc etc which I did then that has been verified then a member from the payout team contacted me saying all has been verified then I was informed another 7-10 days upon those days passing I have been informed there’s another 7-10 days to have the withdrawal process processed by there team it’s all stall tactics and delaying withdrawal why the credit card authority form if they have no intentions in transferring directly the withdrawal into my credit card I have some 100 plus screenshots of the live chats and now every live chat I get told soon it’s funny when I reached my deposit limit it took a matter of seconds through live chat to increase my limit and was done pretty much immediately I am furious at this casino and don’t recommend anyone from Australia to play with them I just want the funds without any further delay they have no customer service whatsoever my withdrawal limit is now $12500 as I have played another $1500 and the anxiety and stress they cause is uncalled for when a player wins and wants there withdrawal it should be done in the quickest time possible there terms and conditions state in total a period of 7-10 days this process has been in process from the 17/10 /20 and that is inexcusable by any gambling language anything you can do is greatly appreciated

Kind Regards

Michael ***

Thank you very much, Michael, 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.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hello Michael,

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?

Hey Villam

I don’t know what the problem is the casino is almost like it is fake there is no need for so much verification and it’s requested over and over again a delayed process like I have stated it has been a process which commenced on the 17/10/2020 and to date still have no withdrawal or funds in my account

Regards

Michael R********

Greetings all,

I've been looking into your case Michael, you have completed the necessary documents process and your payout details are now on file in your account as well.

Two things I need to say here as I am working on having the requested withdrawal reviewed for you.

The first is I'm not sure how this request is going to play out for you. You made a deposit then played a bit, then you cashed very different funds on top of that deposit in the form of Comp Points, more than once. Comp points have a 1x max cashout. Quite different than the cash deposit you were playing on when you redeemed them. This is a situation called "mixing funds" and it normally ends in such circumstances with the initial deposit (in this case more than one deposit you stacked there, also mixing funds but less extreme) being re-credited to your account with all of the winnings removed to give you another shot at a win.

Not the outcome you had hoped for, certainly. A casual view of the terms and conditions of the casino will tell you this is a no no and unfortunately in most cases such as yours the winnings are forfeit.

The second thing I would like to say is this is real gambling. For money. When you follow the rules and you win, we pay you, whether it's $100 or $100,000+++. The first withdrawal can be a bit lengthier than we would all like due to the verification process and it's always best to take care of this before the win to eliminate that lag. But this site is for the purposes of recreation. If you have put yourself in such a way that there is a genuine fear you will not be able to feed your family perhaps there is a broader issue you need to look into. Gambling addiction is no joke and there is support out there for you if you feel you are no longer in control.

I will do my best for you on this end but no promises, and please if you feel even the slightest whisper that you may have a problem seek help. Gamblers Anonymous has branches and meetings in almost every corner of the globe. You would not be alone.

Sincerely,

Nick and Planet 7

Dear Nick,

what will be next step for player?

Nick unfortunately you are very mistaken your Casino does not pay if it did I would have had funds in my account to date can you explain the credit card authority form that is sent in the initial email with supporting documents? The Casino namely Planet7 leads the customer to believe that upon these initial documents being verified that a withdrawal request will be made into their credit card being the same way the customer made the deposit this is a 7-10 day process thus not being the case followed by a further request for the customer to email through there bank account details the address of there bank name on the account swift code etc etc a further 7-10 day process for verification after that verification has been completed the customer is told to wait a further 3-5 days for a member of the payout team to contact them and confirm there withdrawal request is approved so now the customer is at a 25 day waiting period then upon myself contacting your Casino via live chat I am told another 7-10 days for the withdrawal to process I have to take place and for your information Nick I don’t have a gambling problem but I won this money and had committed myself to certain things including equipment to start my own business and the failure of your casino processing my withdrawal and delaying the funds has put me in a financial position as I stated I committed to paying for these certain things with my winnings and have had to use all my money in my account thus leaving me short for shopping and utilities for my son and myself and I had $21000 in winnings at one stage as for your comment in canceling my withdrawal due to stacked betting I don’t think so maybe read your terms and conditions before directing them at me and show me where it stipulates a withdrawal process as I’ve mentioned above and I also have screenshots of every single live chat and email unfortunately a cancellation of my withdrawal will leave me no option but to pursue your Casino through legal avenues as nd to seek compensation for the financial position I have been put in due to the incompetent practices of your casino and staff hopefully my first withdrawal is in my account by the end of this week and we can all move forward from there

Regards

Michael R********

Hey Viliam,

It's wait and see at this point, I'm working on it though. As I'd mentioned to Michael no promises but if I can produce a favorable outcome on his behalf I will, there is a clear breach of the terms and conditions here and it is within the rights of the casino to deny the requested withdrawal.

Michael, your incredulity is noted however any concern I may have expressed is genuine, I solve a lot of issues day to day and it's my pleasure to do so however it is necessary to inform you of the implications of the situation.

The terms and conditions of the casino are there for a reason and it is imperative for you as a player that you understand those terms and conditions whether they are regarding the terms of play or the terms of withdrawal, or even the terms of membership itself.

In all my years working for this casino I have never once seen a player who followed the rules and didn't get paid on a win. Not once. I couldn't in good faith work for a company that didn't.

Here are the basic excerpts we are working with:

• The Player's account balance must be ($)00 or less in order to claim any promotion other than a deposit bonus.

• While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply.

You put free bonuses on top of a cash deposit, twice. The maximum cashout amount would render the deposit bonus rules moot in this case and follow the rules of the free bonus(es), in this case Comp Points.

Regarding withdrawal:

• Eligible withdrawal requests will be approved 7 business days after the request date. A maximum of ($)2,500 will be approved per pay period.

• Payment will be made in 7 to 10 business days after approval. A maximum of ($)2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor limitations.

Once you have complete account verification on file (you now have) your withdrawal request can be reviewed which is where we are at now. There is quite a bit more to it, the payout methods and their limitations as well however it's much simpler for you to review the terms and conditions yourself. If you do so you will find a number of things that apply to you and your situation.

Complete rules: https://www.planet7live.com/terms-conditions.php

The bottom line Michael is I'm here to help any way I can, and I will. But I make no promises in cases such as this, it really is your responsibility to read and fully understand the terms by which you are playing. Whether you or I like them isn't really a factor in this, they are there and you agreed to them by playing in the casino.

I am negotiating on your behalf with the requisite department and will hopefully have some further information soon.

Best wishes,

Nick and Planet 7

Dear Michael,

I would like to explain that Nick is Casino representative but he is acting always on player's behalf. He is professional and I can guarantee that he is making his best to get this case resolved.

Please note that you were using mixing funds which is not allowed and despite that fact Nick wants to help you get the winnings. At this moment we can't guarantee that you'll get all your winnings but things are on it's best way. Please, be patient and cooperate with us.

I'll now set the timer for Casino (Nick) to 7 days and Nick will update us about progress in this case.

Thank you for understanding.

Ok no worries thanks for your help I just had a live chat with a casino representative who informed me that they have sent out $1711 from my first withdrawal and deducted the remainder from the $2500 which was the cash bonus they gave me and still have no funds in my account and was informed it will take up to 10 days to see the funds and I also asked if I will see the the following withdrawals roll out on a weekly basis from here on in and was told it is on a case by case basis and will have to check next week to receive an update I am assuming it will be a further 20 days for the next transaction that is of course once they make there appropriate deductions

Regards

Michael

Dear Nick,

please give us an update. Are we moving forward in this case?

Hey all,

I did manage to get the first portion of the withdrawal approved in spite of the circumstances, I'm moving forward with getting disbursal of payment on that. It should be going out to our 3rd party shortly for payment as a wire transfer, I'll give an update soon.

Best,

Nick and Planet 7

Hey Michael,

Reviewing your account and it appears that payment went out on it's own previous to my last statement, it should have arrived by now. I see that you have deposited and played recently, could you please confirm it's been received on your end?

Best,

Nick and Planet 7

Yes Nick they sent out $1711 from a $2500 withdrawal request the deductions of some $700 was all bonus money they give and take off you and it’s been weeks again now waiting on the second withdrawal I continuously get told soon soon sorry for the delay bad customer service and a extremely delayed process I still strongly recommend Australian players take a wide berth

Dear Michael,

please inform us when you'll receive all of your winnings.

Hey Villiam it’s now been 5 going on six weeks for the second withdrawal and still no funds it’s ridiculous they keep stalling telling me to check back in 3 days then the next representative tells me to check in 24-48 hours and we have the weekend and the casino doesn’t work on the weekend as it’s all calculated in business days and every representative tries to escalate the withdrawal with there escalation process it delays it a further 3 days with no result escalation in my understanding is to prioritise something but in turn the casino pushers the withdrawal back with each escalation delaying the process further if possible can Nick look into my withdrawal this is frustrating to say the least

Regards

Michael R********

We would like to ask the Planet 7 OZ Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from Casino: "Hey all,

I was on holiday at the time this slid into it's current status, sincere apologies. The last payment was released on the 23rd of December and should have arrived by now.

Please confirm Michael.

Thanks,

Nick and Planet 7"

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.