Complaint #388 Planet 7 Casino

Unfairly closing my account and seizing $2000+ balance

By ricardo v.

9 years ago

I was a memeber of this casino i had deposited with no problems or restrictions then one day i finally hit a pretty nice amount about 2000 usd when i was ready to cash out the software was acting irresponsive i contacted customer support and told me to wait 15 mins for the software to aupdate after one hour i tried logging in and i got a pop out msg stating my account has been closed and couldn't contact customer support anymore.

I dont know if planet 7, slots lv and ignition casino are affiliated but i've had nasty experiences with them. Ignition casino mailed me a check i deposited my check following their instructions and then i was told by my bank the check belonged to a closed account. After finding out their scam i tried to dispute all deposits made to this casino. This was the first incident i had with a canadian casino, i tried to contact them but they would refuse to explain why they sent a check with a closed accont. After a couple of months i tried slots lv, and the same thing happened i deposited money i won and when i tried cashing out i was told i had to contact their financial representative. I wasted several hours with them on the phone and i was told i wasn't gonna get paid until i fixed an issue i had with another canadian casino i knew they were refering to ignition casino then i tried contacting ignition casino but they refused to talk to me and i was told i was banned from their indian network of casinos, then i tried bovada and planet 7, at that point i didn't know they all were affiliated, i always use the same email account for gambling and they wouldn't refuse to accept ,y deposits but they refuse to pay when i tried to cash out. I had the same problem with slots of vegas and cool cat casino, and after this bad experiences i tried to stay away from canadian casinos and started looking for european casinos, i mean no harm im not a scammer and thats what they accuse me of, since i disputed my deposits after finding out they mailed me a check from a closed account

Disputed Casino Planet 7 Casino

Reason Account closure

Amount $2000

Discussion

char11kngrz

• Spain • 1 reviews

9 years ago

so what's going on? i understand you guys are busy but come on why don't you answer or try to solve this issue.

Planet 7 Casino

• Representative

9 years ago

Hi Ricardo,

Tawni is currently traveling and will be unable to look into this or respond until Tuesday. I will l advise her of your post, first thing Tuesday. I didn't want this complaint to expire before your issue is addressed, so you're just stepping in to reply.

Sincerely,

Anastasia

char11kngrz

• Spain • 1 reviews

9 years ago

i apologize for the confusion about the canadian casino, but i want to know why did you decided to foreclose my account, refuse to give details of your desicion and denied to pay my cash out request?, i was depositing you were accpeting deposits plus you never refunded my deposits i had to dispute them with my bank. And just a question, do you think its fair what you guys did to me? and you are ok refunding my deposits (disputed) rather than paying my jackpot, since my deposits were a smaller amount is was more convenient for you. i demand a little remuneration for the hassle you made me go and because you thoought i wasnt gonna fight this back you wouldnt have tried to reach me, how long ago was this? its been so many months you guys worry free while i had to outlive myself to find a way to make justice prevail. i dont want any more than what rightfully belongs to me since i didn't do anything to deserve your mis handling of my account

Planet 7 Casino

• Representative

9 years ago

Hi Ricardo--

First, I must apologize for my very slow reply. Unfortunately, I've been traveling for work and I'm now just trying to get caught up while still on the road.

I'm sorry for any issues you've encountered, but I do feel I should clarify a considerable amount of your posting...

First, we are not located in Canada (never have been, never will be). We are not an 'Indian network of casinos'. We also have zero connection to Bovada and/or Ignition (this is an entirely different group of casinos, completely unrelated to us in any way, whatsoever). We have NEVER issued a check on a closed account (I am emphatic on this), although our checks DO originate from Canada.

As you've requested a refund on your deposits, this is exactly what we've done--we've initiated the refunds, which in turn, voids your winnings.

I genuinely hope this clears things up on the issues you've brought up.

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.

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