Planet 7 Casino - Delayed payment of jackpot winnings

Ryan Gregory United States
posted on November 26, 2016.

I won a jackpot on 11/6 on the site. I immediately sent in all the forms needed for withdrawal and the request was approved on 11/8. I was approved for $6000 withdrawal with 2 $2500 withdrawals and 1 $1000. The terms and conditions on the site say, 3 days to approve the amount which is correct. That's how long it took to approve. They say once it is approved, the withdrawal will be sent within 7 days. I waited 7 days and contacted them. I was told, actually it's 7-10 business days. I said ok, I'll wait a few more. I contacted again and was told, actually it's 10-15 business days. I waited a few more days and contacted. I was then told that there was no reason for the delay but please be patient. They'll get to it at some point but they couldn't give me a timeframe.

This is crazy. It was approved almost 3 weeks ago. I should be able to know that it is sent by now. I'd like to continue to play, but I'd like to know that the site is legitimate and pays its withdrawals first.

Ryan Gregory United States
posted on November 29, 2016.

I spoke with someone at Planet 7 named "Masha". This was my 7th or 8th communication with Planet 7. This was the first time I was told that all my documentation may not be in. Masha had me forward the documentation to a management email and she reviewed it. I was told everything was in except for a copy of my credit card, which I immediately sent over. Masha then immediately ended the chat.

I tried to reach out again and spoke with someone named "Patrick" who didn't know any English other than"please patient", "Your monies coming", and "you be patient".

I tried a third time and spoke with "Oliver", who told me that he forwarded my issue to the escalation department and that someone would have an answer in a day or 2.

Ryan Gregory United States
posted on November 29, 2016.

I received an email from Elena in finance asking which method of withdrawal I would like. Since I do have a bitcoin account and it seemed the least involved. I gave her my bitcoin address to speed the process along. Hopefully, this will be faster than waiting for checks to arrive.

posted on December 3, 2016.

Hi Ryan--

I'm terribly sorry for the difficulties you've experienced with this.

I've had a look at your account and I do see that you have opted for Bitcoin. Unfortunately, the notes I'm reading aren't making much sense, so I've dropped a note to Elena to get the status on this. Hopefully, I'll hear something, later today. As soon as Elena replies, I'll come back to update you.

All the best,


Ryan Gregory United States
posted on December 4, 2016.

I received $3500 of the amount I requested via bitcoin. I emailed Elena asking when the other 2500 would come. She said it would be sent within 72 hours and to expect it shortly. It has been over 96 hours since that email and haven't heard anything. I sent Elena an email asking why she didn't send the 2nd amount but have received no reply.

Ryan Gregory United States
posted on December 5, 2016.

Today I received the final ful amount I was owed via paypal. I have received all monies owed to me and will happily close the case. I appreciate Elena who once she was given the case took care of it quickly.

posted on December 5, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.