Complaint #283 Planet 7 Casino

Approved payment on April 22 still unpaid

By mhvilla10

10 years ago

Planet 7 Casino approved my winning on April 22, 2016 for $1,703.00. The problem I experienced was during that week I received a fake IRS called and not knowing how to handle this problem I called Planet 7 to ask for help. They were very pleasant and said they would investigate. I've written numerous emails and made several calls to see what is taking so long. They said they've assigned someone to my case and would get back to me in a week. This is now August, 2016 and no calls or emails giving me any updates on when they would pay me. My casino name is mhwinner, and they have this email mrs*********@gmail.com. My old phone # was (951)292-**** and my new phone # is now (951) 603-****.
I tried to work with Ally, Escalations Manager and Shane Smith, Manager from Planet 7. They both have said to wait but now it's been too long and they haven't paid me.
I do have a copy of their congratulations letter to me for the $1,703.00 that Planet 7 has not paid. They also requested I include this reference #LTK12166018954218X when I send any emails.
Sincerely,
Maria **************

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $1703

Discussion

Planet 7 Casino

• Representative

10 years ago

Hi MHVilla--

I've checked on things and I see that we've now made the payment to you via Bitcoin--I'm very happy we've been able to resolve this. ;-)

All the best,

Tawni

Planet 7 Casino

• Representative

10 years ago

Hi MHVilla--

I've spoken with Lea and I do see that this issue is now on better footing. She's received your Bitcoin information and I'm quite certain you should receive payment within the next 24-48 hours.

Thank you for your understanding with this.

Tawni

mhvilla10

• United States

10 years ago

Hi Tawni,
Thank you for your quick response concerning my complaint that Planet 7 has not paid my approved winnings April 22 for $1,703.00. My Planet 7 username: m***********, email I use: mrs***************@gail.com. I totally agree with you that anyone receiving IRS calls should be taken seriously. Unfortunately, I did get a scam recorded call claiming to be the IRS. Planet 7 closed my on line gambling account without notification and when I asked why they said they needed time to investigate this matter. I'm not sure 3 months later Planet 7 casino has had enough time to investigate this scam call. Secondly, regarding a comment regarding my Mexican Female Heritage as a possible problem was directed to Planet 7 Management who kept ignoring my emails. Then after sending them several emails would

I finally received a pre-made email from Planet 7 Management department saying they've referred my case to someone who would get back to me in a week. Well, that week is now 3 months later and no written response or a phone call to inform me of their findings. I hope Planet 7 will contact me when they'll pay me because I won fairly before any scam call was made to my home. I do hope Ally, Escalation manager contacts me with good news or Shane Smith, Manager at Planet 7. However, it's Saturday and no one from Planet 7 has contact me so far. Thank you Tawni for all your support to help me resolve my no payment compliant.
Respectfully,
Maria ***************

Planet 7 Casino

• Representative

10 years ago

Hi MHVilla--

I've spent the better part of the afternoon digging through live chats and emails, trying to understand what has happened here. I'll address most of it here, but I'm also asking Lea, our top Escalations Manager to contact you, tomorrow. I'll explain:

All of the problems you're experiencing stem from your decision to state that the IRS contacted you regarding a wire you were receiving (I have the chat transcripts should AskGamblers require them). You pointedly asked if this was some sort of scam, because of this so-called call from the IRS.

We take issues VERY seriously when someone mentions the IRS. As a result, we've closed your account--whether you received a call from the IRS (which is highly unlikely, as the IRS does not make random phone calls) or this was some sort of phishing call, we're not going to take any chances. This protects the interest of everyone involved.

We do need to get you paid, however, we're going to have to find an alternative to checks or wires at this point. To that end, I'm asking Lea to get in touch with you, tomorrow (she's already gone home for the day).

Last, you made a comment in one of your emails that I feel strongly must be addressed. You stated: "I wanted to know if Planet 7 will pay me regardless of the time waisted on trying to discourage a professional Hispanic female from getting paid what I won fairly on Planet 7."

I'm not certain what you were getting at by stating you were Hispanic--this makes ZERO difference to anyone within our operations and it's insulting and offensive that you should bring this into the situation. Further, our operations are based in Costa Rica, where nearly 90% of the company's employees are Hispanic. I'm just left scratching my head that you would have made such an inference.

I'll speak with Lea in the morning and I will follow this until all is resolved.

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