Ag Awards

Planet 7 Casino - Continued delayed payments

Complaint Info
Disputed casino Planet 7 Casino
Reason Delayed payment
Posted on September 13, 2019

A month ago I posted a withdrawal with Planet 7 that was approved a week later. I have spoke to a couple of support reps concerning when I will receive my payment and they have told me both times to please be patient and that they would escalate the case. I am still waiting for information on when I will receive the money. I followed the whole process and send them the necessary information such as the crypto address and everything the day after requesting the withdrawal. If the amount was high I could understand the delay but it was for less than $500. Please help me resolve this again. Thanks!

Posted on September 17, 2019

Hi Samantha--

I've gone through your account and I'm not seeing where anyone told you that your withdrawal had been approved. I have your live chat and this was never told to you. I'm thinking you may have misunderstood?

In any event, the reason that things have stalled is because you built your withdrawal using your Weekly Cashback and you've not completed the playthrough. In order to have a successful withdrawal, you would need to wager a total of $739 and you've only wagered $149.75. The funds still remain in your account, so you can continue to try to meet the wager requirements.

I should make one point clear with this--the Weekly Cashback carries a maximum cash out amount of $100.


Weekly Cashback
The Weekly Cashback bonus comes with a 30 times playthrough requirement for Slots, Keno, Scratch Cards, Bingo; a 60 times playthrough requirement for Table Games and Video Poker. And excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo, War, and/or 'Shooting games' -e.g. Fish Catch.

The Weekly Cashback is credited each Monday 00.01EST for all players with no pending withdrawals, no approved withdrawals over previous 7 days and a balance under $10.

The Weekly Cashback is calculated on all deposits (minimum $50) which were made over the previous 7 days.

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal (minimum $100).

Weekly Cashback will be credited even if you have an existing balance. If so, the Weekly Cashback will be treated as winnings and any other current bonus rules applicable in your account will still apply.


I hope this clears things up...

All the best,


Posted on September 17, 2019

Dear @nfeyekandi,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on September 17, 2019

Hi Tawni, regardless of if the withdrawal had been approved, I have a chat transcript on August 12 where the CSR named "Steven < last name removed >" confirmed that I had met my play through. I did not find the copy of the chat saying it was approved, so yes I may have misunderstood as in another chat a CSR named "Ruben W" stated on August 16th that the general time frame for withdrawals is 7 business days to be approved.

Posted on September 19, 2019

This complaint can be closed. Thank you for the help.

Posted on September 19, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy