I played and wagered the required amount and was then asked to make a deposit which i did with Litecoin. while processing, i was advised that the process would take 2 to 3 days and i can withdraw the deposit amount as this was proof of payment. After 3 days i contacted the casino and was given a reference number and was informed that an agent will get back to me in 72 hours. This has not happened, it is now 11 business days later and still no reply. Below is proof of deposit:

Regards,

Stephen F***

08****9807

Dear Stephen13433,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please advise if it was your first withdrawal in this casino?
• Was your account successfully verified already?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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 it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela,

Yes, my account was verified. Yes, this is my first deposit as well as my first withdrawal.

Regards,

Stephen F***

08*****807

Thank you, Stephen13433, for the clarification. It appears that the casino has not yet verified the payment method. Could you kindly confirm whether this was the first free bonus you redeemed from this particular casino?

Good day Petronela,

This was my first deposit

Regards,

Stephen F***

Please check my previous question.

• Your winnings were accumulated from a free bonus, correct?
• Was it your first free bonus that you redeemed from this casino?

Thank you.

Hi,

to my knowledge yes, this was my first bonus from Planet 7.

Regards,

Stephen F***

Thank you very much, Stephen13433, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Stephen13433!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have reviewed the situation and it appears that your deposit was not successful as there is no history of cash deposit within the casino. Perhaps more importantly the terms and conditions of the casino state that only one free chip is allowed between cash deposits, the win in question was the result of the 3rd consecutive free chip with no cash deposits to separate them, thus would not be eligible for withdrawal.

Best wishes,

Nick and Planet 7

Stephen13433, can you confirm facts stated by the casino representative?

Dear Stephen13433,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.