Complaint #519 Planet 7 Casino

Delayed Payment for 3rd time

By Martin F.

9 years ago

I made an withdrawal of $1000 on 27th November , on 6th December I had to contact planet7 as the money was still in my account(withdrawal terms and conditions are 3 business days to be processed) so they did not fulfil their rules. When I contacted online chat, they did process this immediately and confirmed it was authorised and should reach my bank within 7-10 business days. On 20th December they payment of $837.50 would be made> After waiting now for 17 business days that the payment should have been made and now they aren't fulfilling their promise within the rules and regulations on withdrawls. When I contacted them on 20th December they could only apologies for the delay, with no reason why, and ask me to wait until 26th December, which I find unacceptable. If I was giving a reason for delay then I would more likely understand but when no reason giving this is not acceptable. Its now 22nd December , 19 business days and no payment. I use planet7 a lot and feel as a valued customer they should act on my complaint with high priority. This is the 3rd time ive had to make a complaint and I hope this is dealt with urgently. Failure to act on my complaint quickly , I will take my custom elsewhere , which would be a great loss to planet7 and only confirming my reasons to leave. Please respond asap .

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $837

Discussion

AskGamblers

• Support Team

9 years ago

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.

feehan40

• United Kingdom

9 years ago

Hi,
Just to inform you I have received the money today. The complaint can now be closed

Planet 7 Casino

• Representative

9 years ago

Hi Martin--

Genuinely, I would have expected the payment to have reached you by now. If you've not received it by Monday, please let me know so we can do a trace on the wire.

Take care,

Tawni

feehan40

• United Kingdom

9 years ago

Hi, I contacted online chat as below who confirmed my payment is still waiting to be processed when I was under the assumption it had been processed and just waiting for my bank to receive the payment?? Can you please let me know what the truth please?

General Info
Chat start time Jan 10, 2017 8:32:44 AM EST
Chat end time Jan 10, 2017 8:46:40 AM EST
Duration (actual chatting time) 00:13:55
Operator Mmani
Chat Transcript
info: Please wait for a Planet 7 agent to respond.

Mmani: Hello this is Mmani, pleasure to meet you, how may I assist you today.
feehan34: My withdrawl was processed on 29th December, its now 10 January, 8 business days and I still haven't received this, can you give me an udate
Mmani: Sure I can help you with that
Mmani: give me a moment whiles I pull up your data to better serve you with your payment
feehan34: ok
Mmani: Thank you so much for your patience. I will be right back with you.
Mmani: I can see that your transaction on 12/29/2016 was sent to our processors for payment ($500)
Mmani: Is this the payment request you are asking for please?
feehan34: so how much longer? I thought the payment was about $800
Mmani: Yes, I can also see that our processors have started processing $837 for you
Mmani: however due to the holidays there was a huge volume of transactions , which we had a back log of payments
Mmani: Normally payments are issued within 7 to 10 business days!
feehan34: So has it been processed or still waiting to pay processed? as I was told it was processed and should be in my account by yesterday
Mmani: I apologise for this delay, its still within processing, so you should have it soon, but I can not confirm to you the exact date
feehan34: so if I wait till Friday then this should be in my account, as it will be 10 business days then?
Mmani: Yes please!
Mmani: Is there anything else I can gladly do for you?
feehan34: ok, very long process,
feehan34: not till Friday , hopefully I don't have to contact you again
info: Your chat transcript will be sent to [email protected] at the end of your chat.

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