Complaint #222 Planet 7 Casino

Refusing $3000 payout after taking money & closed accounts

By buffy415

10 years ago

Message on forum

About 6 months ago I was charged several times for 50.00 exactly by "Game Stop - Subscription". It was during the holidays (Nov 2015) so I assumed that my credit card was stolen and i disputed the charges and cancelled my card. Shortly after that, I was blocked from credit card deposits at several Casinos. I found out that some sites had been charging customers under the name of Game Stop, which is a very popular place to buy video games. I even called Game Stop and they said they never charged me. Normally casino's use some weird name that's is NOT THE SAME NAME AS A POPULAR BUSINESS and the charges are never an even amount mind you.

Now in June 2016, I signed up for Planet 7 and I successfully deposited $50, which came out to like $52.33 or something like that. I won $3500 and cashed out. I submitted the required forms and waited for a response. I get an email 2 days later that said they denied my payout because they are affiliated with Club World and they saw that there were charge backs associated with me. The closed my account and told me to have a nice day. If they were not going to pay me, then why did they take my money? Planet 7 is not even a Club World Casino. I did not use the same card since i cut up the other one and i have not had this problem at Dreams or Silver Oak.

Disputed Casino Planet 7 Casino

Reason Declined payment

Amount $3500

Discussion

AskGamblers

• Support Team

9 years ago

Dear @buffy415,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected and it will be closed accordingly.

Thank you for your cooperation.

Planet 7 Casino

• Representative

9 years ago

Hi buffy415--

I spoke with Lea, our Escalations Manager and she has informed me we've received all of your documents, but one--there is one authorization form for one of your credit cards which is missing.

I believe she's already emailed you regarding this. Please respond to her with that authorization form so we can get your payments moving along. ;-)

I hope you have a wonderful holiday weekend!

Tawni

Planet 7 Casino

• Representative

9 years ago

Hi buffy415--

I'm sorry for the delay in reply--I had to take a bit of time away from work.

I've looked into this issue and the Game Stop charges have absolutely NOTHING to do with us. Further, Club World is not associated with our group of casinos in any way, whatsoever. To be perfectly honest, we're a bit confused by all of this.

Your account is not closed and I believe one of our Escalations Managers has already contacted you regarding your withdrawal. As of now, we are simply waiting for your documents so we can arrange payment for you.

All the best,

Tawni

AskGamblers

• Support Team

9 years ago

Dear @buffy415,

Please let us know if there's some update on your issue.

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.

67h 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

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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.

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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.

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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.

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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.

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Resolved

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Planet 7 took 5K winnings

I’m a Jupiter VIP at Planet 7.

I check every coupon for terms and conditions.

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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

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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.

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