Ag Awards

Planet 7 Casino - Indefinite Payout Delays, Two Months and Going

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Amount $ 1350
Posted on June 23, 2016

So I am relatively new to the online gambling thing. Planet 7 was the first Casino I tried after Bovada and I liked it instantly, nice games, good layout, etc. Or so I thought. I can admit that at first the problems that happened were entirely my fault. I did not understand the rules and had problems with my first payouts, namely I had mixed winnings from bonuses with additional deposits and used those winnings on blackjack as well as slots. All told I had 4500 dollars in winnings voided because I had not understood the rules. My lesson learned was that most Bonuses are not worth it in the long term, but I digress. After my account was settled at a 0 balance to start, I was told that the casino would credit me 1200 dollars in several different deposits to help compensate for the 4000 dollars in winnings lost and my 2700 dollars in deposits made. I was given several credits, chips, etc, to about half that amount and then told there was nothing further they could do. However, from that money and additional deposits made, I had three payouts. The first two were in April, April 8th to be exact. Totaling 700 dollars. They were approved for payout on 4/15. I had withheld on playing as instructed until payouts were approved. I then played again expecting my payout within a week or two and not foreseeing any additional problems.On 4/24 hit it lucky again and had a win with a payout of 650 dollars. I then withheld playing until the payout was approved. This took until 5/11, after I contacted support to find out why it was taking so long. At this point still had not received the first payout. Played a bit more with no success and no payouts. Stopped playing other than the Casino's daily free spins. By June I was wondering where the payouts were. It had been almost two months since the first was requested. I contacted Customer Support and was told they had some issues and would escalate my situation. Waited two additional weeks, nothing. No contact, nada. Contacted again last week, was transferred to Payout department told there was nothing directly they could do but they would put in another escalation and someone would be in contact with me. So far nothing. I have serious concerns about this Casino as I've been waiting for payouts since April 8th, that's two and a half months. I completely admit the first issues I had were my fault entirely for not being clear on the rules, although I would argue, the Casino at no point did anything to discourage my playing and mixing of bonuses until after I'd requested a payout of 4500. I'd really like my money, especially considering they've had my money for several months and it was immediately deducted from my account and paid to them. I've played at Club World Casinos since then and had NO problems getting paid out, sometimes in two to three days. I would really like to love Planet 7 they have great bonuses and it's a fun site, but this is ridiculous. Why would I play somewhere where I can't get my money out when I win? I'd really like this issue resolved.


Posted on June 24, 2016

Hi fb_102­096­365­397­01477--

I'm terribly sorry for the delays and frustration you've experienced with this.

I've looked at your account and I do see that indeed, the payment has been sent off. I would expect to see tracking for this, early next week (Monday or Tuesday). Generally, payment is delivered the day after we receive tracking.

As soon as I receive your tracking, I'll come back to post that update.

Have a wonderful weekend,


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