Ag Awards

Planet 7 Casino - Account Closed After Winning

Complaint Info
Disputed casino Planet 7 Casino
Reason Declined payment
Posted on January 1, 2016

I initially deposited $100 with the bonus to match 275%. I played roulette until I was up to $800 and wanted to cash out. When I tried to withdraw, they needed an authorization form and photo ID from me, which sounds legit and I had no problem with. After I sent what they asked for, I tried to log back in to play more, but found out my account was closed because my IP address doesn't match my credit card address (I am currently not living at my card's billing address). They told me to fix this I simply needed to send them my ID again, authorization form, and a utility bill with my current address, which I quickly did. After sending everything they needed, I was informed a week later that my account was closed and I would not be receiving my winnings, despite verifying my account.

Posted on January 3, 2016

Hi spanky839,

I just wanted to drop a note to let you know that I've seen your complaint and because of the New Year's holiday, I'm on a short break. I'll return Monday with information regarding your issue.

All the best,


Posted on January 6, 2016

Hi spanky839,

Here’s what happened on this: You opened your account and your phone number is a number originating from Missouri. The address you gave is in Idaho and the deposit you made was in Austria and this is where you played.

For security reasons, our players information needs to match up in a reasonable way and this did not. This is an industry that is rampant with player fraud and every casino will protect itself to the best of its ability—I’m certain you can understand this.

It is because of this that your deposit is being refunded to the credit card used and this account has been closed.


Posted on January 6, 2016

Okay, I can understand that. When I called by phone it was from Skype because long distance calls are expensive, I had no idea the number provided was from Missouri. However, I did provide documentation verifying my address in Austria as well as Idaho. Thank you for the explanation, and I will cancel this complaint. However I would like to continue using the site, if I can further verify and reopen my account in some way.

Posted on January 9, 2016

Dear @spanky839,

Are you satisfied with the casino's explanation, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

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