Complaint #76 Planet 7 Casino

Not paying a $2500 withdrawal

By rodbuster85

10 years ago

On the 12th of October I was playing at planet 7 casino, I made a deposit for 30 US dollars. And used a no rules bonus, well after all the months of playing and not winning i finaly hit. I got my winning's up to 6,000, I was amazed. So I request a withdraw for 2500 us, then I keep playing with the other 3500 us. I'm playing for a couple hours and lose most of the 3500. But as I'm playing it kicks me out, I just think it's a internet connection. But when I try and log back in it won't let me,"NO WAY". So I call and they tell me some B.S. about how they can do that at anytime if they need to. I'm pissed off at this point, so I call them a scam site and say they robbed me and then the guy named Cesar says he will talk to the manager. After a few minutes on hold he says if I submit the documents they will turn my account back on and pay. Nice so I turn the documents in ,wait a day or two try to log in to my account and nothing call and no answer. Call again and then they just say the account is closed and there's nothing they can do. I exchange emails with them only to get negative misleading bull shit responses. Then I get some refunds back to my card, i don't know if it's from them or not because they just ignore me. I've tried to work with them and give them time and not be pushie. But affter almost a month this is straight garbage. I even told them I would take less, wow.... As far as I'm concerned there thieves, and if they don't pay up I'll do everything possible to get them
blacklisted so no one else gets robbed like I did. Not even an answer on why or no negotiations, I can't believe thats how they run a business. If you're want to see the e mails and docs ask gamblers, just email me. Thanks

Disputed Casino Planet 7 Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

10 years ago

We have been provided by valid evidence on behalf management of Planet 7 Casino where it is clearly displayed that player breached casino's terms #10.2.:

The Company reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your Casino account in any circumstances including:
If the name on your Casino account does not match the name on the credit card(s) used to make deposits on your Casino account;

Based on the term stated above we consider this complaint resolved and officially closed.
If player is not satisfied with our resolution we recommend to seek further assistance with official licence authority of Planet 7 Casino.

rodbuster85

• United States

10 years ago

This is a joke! Make the check in her name. If anyone is reading this complant, this proves planet 7 and any casino there affiliated with are scam sites. Unless they pay people there winnings this should prove that.

Planet 7 Casino

• Representative

10 years ago

Hi rodbuster85,

First, I wrote in error that there were two cards, so apologies with that. With that being said, however, the two cards which you are pointing to have entirely different account numbers.

As we are an online company, we have to adhere to very strict rules and regulations regarding payments and withdrawals. Just to give a few examples of why we have to take such a tough stance:

· Player states he’s using wife’s card, however, wife and husband are currently involved in contentious divorce. Wife would never have permitted purchase of casino funds.
· Man states credit card belongs to wife, but in actuality, card belongs to mother/sister/cousin, etc.
· Player states card belongs to wife… unbeknownst to credit card company (and casino) that wife is deceased.

I’m sure you can understand with fraud and identity theft being such a rampant problem, this term is not only designed to protect the casino, but players and unwitting victims, as well. Further, it is not as if we are not upfront clear about this within our terms and conditions.

I’m sorry, but this is something we must continue to adhere to and insist our players adhere to, as well.

Tawni

rodbuster85

• United States

10 years ago

Here's the ones that matter..... I'm meen I one fair and square, hands down this little matter has been going on for too long now. Lets pay what's due or admit your scaming people and let the real online casinos, the honest ones get the business your running off!!! I mean come on this online casino thing has the potential to rival Las Vegas. But it needs to be done right..

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.

Resolved

$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