Complaint #1072 Planet 7 Casino

Delayed payments for $630, $816, and $983

By rikardp

8 years ago

Hello, so I have approved payouts from planet7 that have now taken longer than their alloted time that is laid out in their own terms of service. My first payouy is for $630, which was approved 11/11/2017. This has been supposedly escalated and I have not been given any other follow up information regarding this pay out besides "they're working on it." The other two payouts are for $816 and $983, which were both approved 11/23/2017. It has now been past the 7 business days their terms of service lays out on their website, so I am coming here to try and find another resolution. I understand it's probably a difficult tasking trying to manage 1000s of payouts, but I don't think it's too unreasonable to hold a company to the terms of service they themselves layout.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $1446

Discussion

Planet 7 Casino

• Representative

8 years ago

Hi Rikard--

First, don't worry about how you sounded in your earlier post--I wish some of the complainers were as 'rude' as you were (you weren't rude at all). I absolutely understand your frustration.

The reason why other employees gave you incorrect information is that the notes on your account were to say the least, poorly written. So poorly written, that I even got this slightly wrong. It wasn't until I did further digging that I got to the bottom of exactly what happened and I'm hoping I'll be able to explain this better, this time around...

The initial withdrawal amount requested that is in question was $1001. You had received a bonus to amass this withdrawal amount (Deposit $50 coupon 370% No Rules Bonus + 50 FREE SPINS in MEGAQUARIUM - bonus total $185) and all of our bonuses are non-withdrawable. When your request was being reviewed, the agent removed $18 from your withdrawal request in error (should have been $185 removed). As soon as he realized his mistake, the funds were reverted back into your account (this is a matter of accounting policy) and moments later, the withdrawal request was approved, this time for the correct amount of $816 (the $185 bonus amount removed from your withdrawal). As you can see from my post on December 14th, the $816 was already paid withing that Bitcoin payment issued to you, December 8th.

Why this was so confusing was the aspect of the funds being returned to your account--it was literally in your account for all of two minutes and then removed again when the request was accurately approved.

I hope this clears things up--I'm so sorry for all the confusion with this.

All the best,

Tawni

rikardp

• United States

8 years ago

Sorry if I my last post came off as rude. I genuinely am just trying to understand why literally everyone I spoke to said yes you have an approved withdrawl for 983, yes you have an approved withdrawl for 983, for the past month when you say that the person who made the mistake, instantly realized and corrected it and returned the funds. The last part of which, I dont recall ever as having happened.

rikardp

• United States

8 years ago

So what you're saying is my withdrawl for 983 was supposedly approved by mistake, then declined for whatever reason? Why was it declined?

And second you're saying those funds were readded to my account followng the supposed mistake approving my withdrawl? I am having trouble understanding this because I don't ever recall just suddenly having $983 in my account, and if I did where is it? I wanted to withdrawl that money, so I wasn't going to play with it if I saw it got returned.

Also, if the person who approved my withdrawl instantly relized their mistake and fixed it, then why has everyone single person from every area of your customer service all told me I had indeed had an approved withdrawl for 983$ when I was inquiring about my withdrawls. This includes a genetleman from your VIP Players Support who called me and again confirmed that I had an approved withdrawl for 983$ about to be paid out.

I am having a tough time understanding this situation at all because from my perspecitive I just had 983$ vanish. You say a mistake was made then instantly "fixed" and my withdrawl was subsequently returned, however I never saw it. Meanwhile literally 8 different peope from your customer service all tell me the withdrawl was approved and about to be paid. I am not accusing you guys of anything shady and maybe I am grossly misunderstanding here, but it seems to me like there was maybe some break down in communication or in the sharing of information that led to my 983 neither be approved or returned to me... Some clarification and resolution here would be greatly appreciated..

Regards

AskGamblers

• Support Team

8 years ago

Dear @rikardp,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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