Complaint #1131 Planet 7 Casino

Still have not received my winnings of $170

By Nickmac81

8 years ago

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 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.

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$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.

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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.

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Payment delayed since January 12th

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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.

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