Planet 7 Casino - Os ganhos do jogador são adiados após a movimentação da conta.

This is a strange situation. I won a jackpot on the 30th of June 2024 in the amount of $50,000.00 USD playing originally on Vegas Strip casino. I made the requested withdrawal in the amount of the $50k, on top of the existing $5k I already had one prior for a total of $55k. After several weeks of seeing zero activity in processing my withdrawals, I was contacted by the casino that they were shutting down Vegas Strip and that I needed to move my pending withdrawals over to another one of their casinos. I selected Planet 7 which is one of their casinos I played heavily at over the last few years where I've deposited hundreds of thousands of dollars.

Needless to say I stopped depositing with this casino group until I get paid.

On July 28 all of my pending withdrawals requests were moved over to Planet 7. Nothing was paid until a single $1250.00 after nearly two months of waiting on August 16th and nothing further. I contacted support and was told that because I stopped depositing that I will only be paid a minimal amount per month which appears to be $1250.00.

This casino historically paid $5k/week and now it appears they are slow rolling my withdrawals to an absolute trickle. This will take almost 2 years to get my jackpot winnings if I am lucky. It seems quite unethical to do this to a player that has deposited so much over the last few years.

It also doesn't look like Vegas Strip was actually shut down because I still receive marketing emails from them and the casino is still active. I'm starting to wonder if this truly is the case or if my jackpot win was moved to another casino to scrub the history of my win?

Dear Tmaster,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you been informed about when exactly the Vegas Strip Casino will be closed?

Has your entire balance been successfully transferred to your Planet 7 account?

Was the payout of $1250.00 part of your jackpot winnings from Vegas Strip? Have your jackpot winnings been verified and approved by the casino as valid?

I have checked the Terms and Conditions of Planet 7, and this is what I found:

Pending Withdrawal Limits

Each player can request a maximum number of pending withdrawals equal to four times their current weekly limit. Weekly limits start at $2,500 per week and can be increased based on VIP level.

Approval of Withdrawals

All withdrawal requests must first be reviewed and approved by the Casino before being sent for payment.

All withdrawal requests will be reviewed within 7 to 10 business days from the date of the request.

A maximum of $2,500 will be approved per pay period. Ineligible requests will be denied within that time frame.

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.

Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.

Has the casino informed you that your withdrawal limits depend on your VIP level? Has your VIP level changed recently?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thank you for your help in working with me on this.

Answers in-line below:

Have you been informed about when exactly the Vegas Strip Casino will be closed?

No. Just that is was being shut down and that my winnings needed to be moved off to another casino in their group.

Has your entire balance been successfully transferred to your Planet 7 account?

Yes

Was the payout of $1250.00 part of your jackpot winnings from Vegas Strip? Have your jackpot winnings been verified and approved by the casino as valid?

Yes it was verified as valid and the single $1250 was approved over on Vegas Strip and transferred planet 7 and ultimately paid on August 14. I've received nothing since then, although I do see approvals

on August 16 and September 3, but neither have been paid.

Has the casino informed you that your withdrawal limits depend on your VIP level? Has your VIP level changed recently?

Yes and there is an odd problem here. I spent the last two years as a VIP 5 and then in 2024 I was locked to VIP 1 no matter how much I deposited. I'm talking an average $5-12k/month and still VIP 1. Then I was downgraded apparently to a VIP 0 right around the time this jackpot was won.

Please forward me all the communication between you and the casino’s customer support that may be relevant to the investigation of your case at veronika.l@casino.guru. Kindly include any emails, chat transcripts, as well as screenshots that show your transaction history and your jackpot win. These details will help us to better understand the situation and assist you more effectively.

Thank you in advance for your cooperation.

Hi Veronika,

Just sent two emails to your address containing the screenshots of my withdrawals. The jackpot was validated within 24 hours so there is no dispute there, just the inability to withdraw my winnings after two months is the issue.

Thank you very much, Tmaster, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Tmaster,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Planet 7 Casino to join the conversation.

Dear Planet 7 Casino,

I would appreciate it if you could clarify the reasons behind the delay in the payout of players' winnings, which do not appear to be following the standard schedule.

Greetings all,

I have reviewed the situation and I see that payments have gone out on the 10th and 19th of September and appear to be moving along normally now. I also see you are in contact with Mason in VIP Tmaster. From my review I would say that payments should proceed organically, but if you have further issues Mason should be able to assist in moving things along for you.

Best wishes,

Nick and Planet 7

Please share what cadence "organically" means? Is that 2500.00/week as outlined in the T&C's? Because the two payments you are referring to were $1250.00/ea and over the course of an entire month. The first one that ever amounted to $2500.00 was the one that was sent on the 19th. What can be expected going forward as far as a payment schedule? The amount of chasing I've had to do to even get this started has been off the charts for the last 2.5 months.

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.

Dear Tmaster,

I hope this message finds you well. I wanted to inquire if you have received the withdrawals at your end.

At the time of me writing this we're not in a different place from when we started. I've been told that I should be paid weekly, but that hasn't happened. The amount has also reverted back to $1250 (October 2nd) and it looks like every two weeks at best.

I was told that the only way this will change is if I deposit more money regularly and it could possibly increase. It is pretty obscene to ask this of a player when there is $50k pending.

Basically if you win a Jackpot with this group this is apparently how they operate. It is no exaggeration I've deposited hundreds of thousands of dollars prior at this group and my VIP level was manually locked to 0 putting me in this player class after this jackpot win. I think players here should understand this.

Dear Nick / Planet 7 Team,  

Could you please clarify the reasons behind the relatively slow processing of player withdrawals? While I acknowledge the existence of a weekly limit of $2,500, it has come to my attention that the player is receiving payouts significantly below this threshold.

Greetings all,

I see that an additional payment is pending, today most likely which is good news however I will be meeting with Planet 7 payouts department this week and will inquire regarding this case specifically. When I have further information I will let everyone know.

Best wishes,

Nick and Planet 7

Thank you. Looking forward to an update.

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 see payments going out on the 2nd, 14th, and 25th, but I need to meet with the head of the department personally and discuss the situation. At the current rate it will take far too long to receive the total amount. I'm not sure what the issue is but I will do my best to find a solution if possible.

Best wishes,

Nick and Planet 7

Looking forward to your update.

Greetings all,

I have yet to have the opportunity to discuss the situation with payout management however I can confirm that an additional payment has been expedited and should be issued shortly. Once I have additional information I will update here.

Best wishes,

Nick and Planet 7

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,

Not much to report at this point, just pushing things out the door as fast as I can get them approved. I will update when and if I have some breaking news but at this juncture it's just getting things paid. A payment went out via Bitcoin on the 16th and should be another shortly.

Best wishes,

Nick and Planet 7

Thank you for your efforts. Will continue monitoring my BTC wallet.

Thank you all for your responses.

Dear Tmaster,  

Could you kindly provide confirmation regarding the amounts you are currently receiving in payments? Does this correspond with the usual payment schedule of Planet 7?

Greetings all,

Things on track however I need you to visit our service department and update your Bitcoin address if you would Tmaster. Let us know when you have that done and I'll push the next payment out the door for you.

Best wishes,

Nick and Planet 7

I contacted the service department chat and they requested I send my BTC address via email. That has now been done.

There appears to be two approved withdrawals for 2500 each pending which is really encouraging.

Dear Tmaster, 

Can you please confirm whether the last two payments have been successfully received?

I have received 1 of the 2 payments mentioned above as of today. Remaining balance from June 30 2024 is $38k. Hoping this 2500/week plan is the normal pattern ahead.

Dear Tmaster,

I guess that's good news. I will keep this matter open for a while to monitor the disbursement of payments according to the usual schedule. If everything proceeds as expected, which I trust it will, we can proceed with closing the case. As the payment schedule has been set by the casino, there is not much else to do here. Unfortunately, we cannot keep this complaint open until you have received all your winnings, as this will still take a longer time. I appreciate your understanding in this matter.

Should the payout schedule not be upheld, you have the option to reopen the case, and I will step in to assist if necessary. I hope this arrangement is acceptable to you.

Thank you Michal, and thank you Nick for your efforts in getting these withdrawals moving.

I am pleased to see that there has been an approval every Monday for the last three weeks which is great to see.

The only challenge is it seems that after approval I have to approach my host to send the actual payment. He is accommodating but busy and going to be on holiday the remainder of the month.

Dear Tmaster,

Thanks for the update. I understand your point, I would have expected the payments to be processed automatically without the need for any additional follow-up, but on the other hand, we know from experience that there could be certain limitations on how many payouts can be processed at a certain time and this is not always in the casino's hands. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, bank restrictions, as well as the number of withdrawals submitted by the players all have a major influence.

I recognize that this may not be the response you were hoping for, but I have confidence that the casino team will adhere to the established schedule. As previously mentioned, if there are significant deviations from this schedule, please feel free to contact me directly at michal.k@casino.guru, and I will be happy to assist if needed. Regrettably, we cannot keep this complaint open until you have received all your winnings, as this may take some time. We also have to address the concerns of other players, which requires our resources to be allocated accordingly. I hope you can understand this situation. Please let me know if I may proceed to close this case as resolved for the time being.

Dear Tmaster,

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.

Thank you for all the help both Michel and Nick. If there are any issues going forward we can reopen the case but things seem to be moving well at the moment.

Dear Tmaster,  

Thank you for your confirmation. We are glad that our participation played a role in successfully resolving the issue. We will proceed to update our system to reflect the complaint as 'resolved.' I trust that the casino team will follow the agreed-upon timeline. We appreciate the cooperation from both parties involved. Should you face any challenges with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru