Complaint #492 Planet 7 Casino

Excessive Delay In Payment / Approvals - No Communication

By Chris L.

9 years ago

Message on forum

I have contacted Planet 7 Casino on more than a dozen occasions in regards to withdrawals both approved and pending. As of this submission have submitted 6 email requests for updates on both approved and pending withdrawals. Currently I have the following:

Withdrawals Approved: $1,440 - Age of approvals - 42 days, 33 days, 31 days, 27 days, 5 days
Pending Approval: $1,800 ($1,624.50 minus the bonus deposit) - 21 Days since requested

Per Planet 7's terms and conditions:

Approval Of Withdrawals
• All withdrawal requests must first be reviewed and approved by the casino before being sent for payment.
• Standard Approval: All Standard withdrawal requests will be reviewed and approved, or denied, within 3 business days of your request.
• Your payment will be sent within 7 business days after approval.

The following are the case numbers that have been opened via email, all if which have received no response outside of the automated response provided when submitting.

Each automated response I have received has the same statement included:

"We have received your email and are assigning it to a casino representitive. You can expect to receive a response from us within one business day." - as you can see by the dates submitted, the oldest is 1 week.

12/7/2016 - LTK121660167851759X
12/8/2016 - LTK121660167852642X
12/9/2016 - LTK121660167851759X
12/10/2016 - LTK121660167851759X
12/12/2016 - LTK121660167857299X
12/13/2016 - LTK121660167851759X.

I am eager to keep plating at this casino, I love the game play - but I need to receive payments. I want to be fare and I am patient but I am receiving nothing from Planet 7 in responses or resolutions. I don't want to hear "trust us, we will send you the money". Delays I get, but they have blown past their stated terms of service.

This company has a dedicated, long term player here that is willing to pump money into the slots...if they can provide payouts....but I see nothing from them in wanting to keep me as a client.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $3064

Discussion

myrandr

• United States

9 years ago

I have been told the "check is the mail", I will update in the next few days if I see anything.

AskGamblers

• Support Team

9 years ago

Please let us know if there's any update regarding this case. Thank you.

myrandr

• United States

9 years ago

Tawni,

Thank you for the responses. I am excited to hear you (and Elena) are taking action, I will wait and see if the follow up comes through. If so, I will be happy to sing the praises of Planet7 and the customer support.

Best

Chris

Planet 7 Casino

• Representative

9 years ago

Hi Chris--

Apparently Elena beat me to the punch. After reviewing your account and speaking with Elena, it was confirmed that two payments have already been sent off to processing. I would expect to see tracking on the first one ($1444) by the end of the week and the second payment ($1624), early next week.

As soon as your tracking comes through, I'll come back to update this thread.

Tawni

Planet 7 Casino Complaint Stats

Resolved 1465 / 1540

Avg. Amount $3,548

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Planet 7 Casino Complaints

See all complaints for this casino

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.

58h left

$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

Planet 7 took 5K winnings

I’m a Jupiter VIP at Planet 7.

I check every coupon for terms and conditions.

Planet 7 took my 5K winnings, claiming I played on excluded games.

The terms of this coupon have an excluded games list, and none of the games I played are on it. I will provide a screen recording of the coupon with all the details if needed.

Additionally, I only ever play with this kind of coupon and played those exact games and won and have been paid before!!!!!

My transaction history can be checked for this!

Resolved

$5,000

DENIED WITHDRAWALS

I am worried as my withdrawals keep getting denied and I get no reply to my emails asking why.

I withdrew to my bitcoin address in June and July, four withdrawals. They were all denied and no reason was given.

I then did those withdrawals again in July and yet again they were denied.

I have emailed support more than once and had no reply. There was an auto reply I got on 19th July stating it may take 72 hours to get a reply. That was 21 days ago.

My cashier balance is $7501.

I would like some help from you please.

Rejected

$7,501