Complaint #1131 Planet 7 Casino

Still have not received my winnings of $170

By Nickmac81

8 years ago

Message on forum

I processed a withdrawal of $170 on the 9th of January, the same day that I sent in all of my verification documents (email number # 503831). I never received a reply regarding my documents but I do have the email number attached to that email. According the Planet 7 the withdrawal was processed/accepted on the 12th of January (wire transfer). After 3 or 4 conversations with Live Chat staff since the 12th of January asking when I would receive my winnings I never got a strait answer and. It seemed they were being deliberately vague. It wasn't until the 20th of January that I was told via another Live Chat that I had to send my banking details to payments@casinosupportcentre.com in order for my money to be sent. Why wasn't I told this the previous 4 chats when asking about my withdrawal? So on the 20th of January I sent my banking details to this email address and have just got onto Live Chat now (22/01/2018) to ask if my money has been sent to me and when I can expect to receive it. I was once again told "your withdrawal was processed on the 12th, you should receive it soon". But that didn't make sense because I hadn't told the operator I sent my banking details to that email address, so he was obviously just guessing and telling me what I wanted to hear rather than what is actually going on.

I have had enough of this runaround bordering on fraudulent behaviour regarding my withdrawal. I don't know what else to do to hold this company to account. They are deliberately messing me and many other people around and something needs to be done about it.

All I want to know is when was my money sent to me or when is it going to be sent to me and when can I expect to receive it. They cannot answer these simple questions and I will go as far as I need to in order to hold this company responsible for their pathetic service and refusal to pay their clients. They're happy enough to take the money off people. How can they not realise that treating people like this means that they won't be coming back to Planet 7?

Regards,

Nick

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $170

Discussion

AskGamblers

• Support Team

8 years ago

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.

AskGamblers

• Support Team

8 years ago

Dear @Nickmac81,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Planet 7 Casino

• Representative

8 years ago

Hi Nick--

I'm very sorry for the difficulties you've been experiencing with this--I believe I can have this resolved in very short order.

I've had a look at your account and unfortunately, I'm unable to locate your documents, as well as your preferred method of payment. While I don't doubt you've already sent this in, I'm going to ask that you forward this directly to me--this way, I can have our Payments Manager approve things without delays.

I've just sent you an email regarding this--once I receive your reply, I can go forward with having things sorted for you.

All the best,

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

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Delayed bitcoin withdrawals

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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.

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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

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Nataniel690 here

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I can confirm I used a $100 max/min cashout coupon.

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