Complaint #1050 Planet 7 Casino

Account Closed after Payment

By Joel H.

8 years ago

A few months ago I joined Planet 7 Casino and was having a blast. I was hitting regularly, and took my money into the Slot Tournaments they have, and was even hitting on there too. Then one day, all my money was gone without warning. I was on Customer Service Chat quite a few times about this, and never was able to get an understanding of why it was all gone. We're talking around 15,000 in winnings. So, naturally I got frustrated. I asked if someone from the Casino would call me about this issue.

I did receive a call from someone from the casino, I believe his name was Joe; but could be wrong on the name. He explained to me that with the bonus code I used, I was not able to play on that money in the Slot Tournaments, and it voided my winnings. I finally understood what the Live Chat people were trying to tell me, and I was fully okay with it at that point. It was my own error, and I realized it. Was nice and pleasant with the rep on the phone, and thanked him for explaining it to me.

I did have a $900 withdrawal in process as of October 2nd. I regularly checked on it, and after a month and having customer service escalate the withdrawal twice, I did receive my check.

So, last week I went back on to Planet 7, to play again; because I had such a fun time. And I couldn't get logged in. I changed my password, and it still wouldn't let me log in. So, I contacted Live Chat, and asked why. I was told that their payment processor blocked my account, and that it was irreversible.

There was no warning that my account was getting blocked, nor was there ever a reason given as to why. I was really disappointed, because I was looking forward to playing on their Casino again. But, then I've found out that any sister casino of there's or any casino with similar games to there's, I'm also blocked from joining or depositing money into.

It's really frustrating that this happened, and that I wasn't given an explanation as to why it happened.

Disputed Casino Planet 7 Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team has been provided with enough information on behalf Planet 7 Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Planet 7 Casino.

Planet 7 Casino

• Representative

8 years ago

Hi Joel--

AskGamblers has asked me to make a clarification regarding this issue...

Regarding the closure of your account, we do have clear terms on this:

You can see the terms here (https://www.planet7casino.com/terms-conditions.php) , but the specific bit is as follows:

The Company reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your Casino account in any circumstances including:

I. If there is evidence to suggest that you have more than one active account for the Casino;
II. If the name on your Casino account does not match the name on the credit card(s) used to make deposits on your Casino account;
III. If you participate in a Casino promotion and cash-in before fulfilling the requirements of that particular promotion;
IV. If you provide incorrect or misleading registration, account or identification information;
V. If you are not of legal age;
VI. If you reside in a jurisdiction where participation in the Game is prohibited by law;
VII. If you have allowed or permitted (intentionally or unintentionally) someone else to play on your Casino account;
VIII. If you have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);
IX. If you are found cheating or if it is determined by the Company that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the Casino;
X. If you have been designated as a bonus abuser, playing no or low-risk strategies in order to withdraw promotional money;
XI. If the Company should become aware that you have played at any other on-line casino under any of the circumstances set out at I) to X) above

The significant point in this is the very first sentence: The Company reserves the right to cancel your account for any reason whatsoever at any time without notice to you.

Again, I’d like to point out that this was done after careful review by our Risk Department. Any and all funds due were paid prior to closing this account.

All the best,

Tawni

Planet 7 Casino

• Representative

8 years ago

Hi AskGamblers--

I've just sent an email over regarding this case. I'm hoping this can be resolved at this point.

Thanks,

Tawni

Planet 7 Casino

• Representative

8 years ago

Hi AskGamblers--

I'll be in the office a bit later today--as soon as I'm in, I'll gather what you're requesting and I'll send it on over.

Tawni

Planet 7 Casino Complaint Stats

Resolved 1468 / 1543

Avg. Amount $3,548

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Planet 7 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1415 out of 1487 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Planet 7 Casino Complaints

See all complaints for this casino

Waiting to be paid again

I have three withdrawal requests currently.
100.00 USD requested on 7/8/2026
487.00 USD requested on 7/10/2026
100.00 USD requested on 7/29/2026
Going by the terms and conditions of the casino the first two withdrawals should have been paid already, however I haven’t received any payments. I would greatly appreciate some assistance.

Resolved

$687

Winnings removed

This is regarding $1,275.23 that was removed from my account after I attempted to withdraw my winnings.

On August 1, my transaction history shows a “Coupon Reversal Withdrawal” of $587.23.

On August 2, I requested a $700 CoinDraw withdrawal. At 7:03 AM, Planet 7 canceled that $700 withdrawal. At the exact same time, my transaction history shows a separate “Manager Withdrawal” of $688.00.

Planet 7 then approved only $12.00 for withdrawal.

My transaction history therefore shows $587.23 removed as a Coupon Reversal Withdrawal and another $688.00 removed as a Manager Withdrawal, totaling $1,275.23.

Planet 7 has referenced bonus/coupon terms, but I am disputing the amount they removed and requesting a clear accounting showing exactly how they calculated these deductions and why the separate $688 Manager Withdrawal was taken.

I have screenshots showing the transactions, amounts, dates, times, and canceled withdrawal.

I am requesting that Planet 7 provide a full explanation and return/pay any portion of the $1,275.23 that was improperly removed from my winnings.

Resolved

$12

Delayed bitcoin withdrawals

I am filing a complaint regarding delayed Bitcoin withdrawals from Planet 7 Casino.

I currently have four pending Bitcoin withdrawal requests totaling approximately $9,500. Two withdrawal requests were submitted on June 1, 2026, another on June 7, 2026, and an additional withdrawal on June 22, 2026. The June 22 withdrawal orginally for 2500 was later split into smaller payments by the casino.

All withdrawals remain in “Requested” status and have not been approved, processed, or paid.

I have previously received multiple successful withdrawals from Planet 7 and royal Ace and my account has already been verified. No additional documentation has been requested. Despite numerous contacts with customer support, I continue to receive the same response that withdrawals require 7–10 business days for approval and additional time for processing.

I am requesting that Planet 7 provide a specific explanation for the delay and immediately process my pending withdrawals.
I already have a separate unresolved withdrawal complaint against Royal Ace it was requested for withdrawal on 5/22 for $2,375

Thank you for your assistance.

Resolved

$9,500

Delayed payment on withdrawal request

On 3/23/2026 I made a crypto deposit for $74.53 that was attached to bonus code 380SURGE. After meeting the play through I requested a $150 withdraw in 3/23. On 3/24 they denied my request and credited back my original deposit. Then I played my balance free of any bonus and built it up to $301. On 3/24 I requested a withdraw if $301. Not until 3/27 they email me that they need a picture of my id. I sent it on 3/27. Then on 3/30 they deny the $301 withdraw request due to my account not verified. The live/help chat informed me of this. I don’t understand why at that point they had not yet verified my account due to the fact that they requested & received my info on 3/27. On that chat they told me that now my account is verified to request the withdraw again. I requested the withdraw of $301 again for the second time. Then I’m notified that it’s going to take 7-10 business days to receive the funds. Attached below is the screenshots in sequence of the events described above. I am aware that the case needs to be finished by the casino before I submit a complaint. This is actually 3 cases all connected as described above with 2 of them denied by the casino and 1 still pending that could continue for 7-10 more business days. I view this as a finished case. The 1 case that is still pending is only pending due to the casino choosing to delay for reasons that are not valid in my opinion. Thanks for the assistance.

Resolved

$301

Delayed payment again at Planet7

I am VIP player at Planet7 casino. I requested a withdrawal of $2500.00 on 2/25/2026. The request was reviewed and approved. According to the timeframe listed in terms and conditions I should’ve been paid by now, however no payment has been sent. I would appreciate some help to solve this issue in a timely manner.

Resolved

$2,500

Wins removed

Nataniel690 here

Please see the attached confirmation of completion of playthrough by two different agents

I can confirm I used a $100 max/min cashout coupon.

I was previously told my withdrawal would be canceled since I had outstanding playthrough of $883 however on Wednesday I played Vegas and played down all playthrough.

I subsequently enquired first and two different agents told me all playthrough was completed and I then initiated a withdrawal and my withdrawal was canceled since Ron Hart was very rude and told me today my playthrough was never completed and that's why my $100 was taken away.

I find that to be very unfair as I did enquire first again on Wednesday before doing another withdrawal.

Please reverse my $100 winnings as the casino even removed my $100 winnings and revoked my account.

Resolved

$100

Payment delayed since January 12th

I am a VIP player at Planet 7.

My withdrawal was approved in the amount of $2500 on January 12.

Terms and Conditions say I should be paid no later than 10 business days after approval.

I have been with this casino for a very long time and have not even once gotten my payment on time.

I would appreciate it if I could get my payment as soon as possible. After all, I am VIP for a good reason, when I deposit my money is taken immediately.

I shouldn’t have to ask to be paid every single time.

Resolved

$2,500

Delayed payment at Planet7

I am a Jupiter VIP at Planet7. I have two approved withdrawal requests. The first one was approved on October 30, 2025 in the amount of $2430.00. The second approved on November 6, 2025 in the amount of $2490.00. No payments received yet. Contacted support however it doesn’t seem to be useful at all. I would appreciate some assistance in resolving this issue.

Resolved

$4,920

My Payments

I have several withdrawals that have not been paid out per the terms and conditions of the casino. I have been verified repeatedly and am in full compliance. Recently, the casino has been cutting my payments in half and adding the second half onto the end of my payments. That is where the last payments for $1250 are coming from. My payments are aging and not in compliance with the terms and conditions of the casino. I am including my last verification email to this message. I have not been paid the last withdrawals including the payment that was authorized on October 22 or any of the approved ones that came after that date.

Resolved

$42,864

I am fully verified and won $3,600 and made a withdrawal for $2500

I am fully verified and won $3600 and made a withdrawal for $2500. They said it would take 7 to 10 days. I made the withdrawal on October 2nd and it was as approved on the 8th and now it is the 13th and I still have not received my payout. I choose BTC as payout option and got a email saying I would be paid on the 8th and still nothing.

Resolved

$3,600