hi ive been waiting for a withdrawal approval since the 11th November ..... every time i try to find out i get the same thing its been escalated getting pretty frustrated with xmas coming up please help

Dear graham65,

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 Have you withdrawn any winnings successfully in the past from this casino?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

hi i have chosen wired option

Thank you very much, graham65, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thank you Petronela

Dear graham65,

I’m sorry to hear about your trouble with long withdrawal processing. I will do my best to resolve your case as soon as possible.

I would like to invite Planet 7 OZ Casino into this conversation.

Dear Planet 7 OZ Casino,

Can you please state the reason why graham65’s withdrawal request has not been approved yet?

still nothing i have been messaging them but nothing ..... they have been telling my 4 to 5 working days

We would like to ask 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’.

Ezio *** (Support Center)

Jan 6, 2021, 6:13 AM GMT+1

Hello Graham,

This is just a follow up from Planet 7 OZ regarding the winnings you had. I just wanted to explain to you why you got what you got. You received your weekly insurance of $31.50 and that comes with a 2x max cashout, but instead of it being $62 in winnings, you were given the $100 since that's the minimum anyone can completely cashout. The reason why you aren't eligible for the $2000 is because you cancelled your winnings on top of your daily free spins balance and so you mixed two balances with different set of rules. Since your original winnings came with its' own rules of $100 max cashout then that is what was paid out. Mixing different funds is not allowed as per our casino rules. So I hope this managed to explain the situation that occurred. I do sincerely apologize for any inconvenience this might have been for you. Have a good one!

Regards,

Ezio ***

Dear graham65,

Could you please explain the situation more in detail, and clarify which bonus offers did you claim?

Hey all,

I'm reviewing this and I'll explain in a little more detail.

Initially you had a withdrawal requested for $1000 Graham from a $31.50 weekly insurance deposit, this would carry a minimum/maximum cashout value of $100. Later you canceled the win worth $100 min/max on top of another balance from daily free spins. This is called "mixing funds", we have thousands of different bonuses and not all funds are created equal if you will. They all carry different rules. When two types of funds are mixed like this whichever of the two carries the most favorable rules for the casino becomes the rules for the balance, in this case $100 min/max cashout and that is the amount that was approved and paid out to you.

I hope this clarifies things a bit.

Best wishes,

Nick and Planet 7

Thank you, Nick and Planet 7 OZ Casino, for providing the explanation.

Dear graham65,

I’d like to kindly ask you to confirm whether you have received the payment of your winnings.

yes thanks

Dear graham65,

Thank you for using the Casino Guru complaint resolution center. We are really glad that you have received your winnings. We will now mark the complaint as 'resolved' in our system. Please don't hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards

Andrej