Complaint #1478 Planet 7 Casino

Delayed payment of $1,000

By kattydogs44

7 years ago

I won money at this casino at the end of January I immediately went to chat and asked if they had everything needed for the withdrawl because I have had issues in the past with them saying I had missing items

I was told that they have everything needed and they told me the time frames

I have a received a withdrawl from them before so I knew it would take about a month

I checked in with the chat because it wasn’t showing approved yet they said they needed all my checking account information to send out the wire which I have given to them previously and since I win this money

I resent the same email that I had given them around February 13 showing all the checking account information that they asked for

I checked a few days later and they said they had all the checking account information they received it and I should be getting the wire shortly at this point it showed that it was approved

Towards the end of February I was expecting the thousand dollars to be in my account and because It had been already 10 days since the approval.

I went on the chat again and they said that I had and they had a expired drivers license. Which expired in October 2018 I said I did not have an updated license nor do I have a passport I was very frustrated since I had asked at least 4 to 5 times if they had everything needed and I was told yes

I provided my birth certificate and I said if they needed anything else but I was very upset because I feel like they keep finding another reason not to send me the money I will not have a new drivers license for another couple months and they still have not sent me the money

I need some help to get this resolved. I have tried to communicate and I do not get responses. Please help

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $1000

Discussion

AskGamblers

• Support Team

7 years ago

Dear @kattydogs44,

Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Planet 7 Casino

• Representative

7 years ago

Hi Kathy--

Our terms are clear, in that you do have to provide ID:

https://www.planet7casino.com/terms-conditions.php

General Terms & Conditions for Membership

Before a withdrawal can be processed, the Player must provide photo ID and proof of address for verification. The Casino reserves the right to request additional information to validate accounts.

--

This cannot be circumvented in any way. This is a compliance issue which our processor must abide by and without this, the processor will absolutely not go forward with a payment.

I'm sorry you're having issues with ID, but there is nothing I can do until you are able to provide a valid, state-issued form of ID.

Tawni

kattydogs44

• California

7 years ago

To Ask gamblers

I totally understand and respect each casinos certain rules and regulations I’m not trying to hide anything I’m just letting them know I don’t have a valid ID and I’m not going to have a valid ID so we have to think of another solution
The other complaint; to me is relevant; because the id wasn’t an issue January or February or March only when only after they approved the withdrawal
I got an email the other day asking me for my wiring information from them and this was the third time they’ve asked for it and this is after I already put this complaint in
nobody knows what’s going on so I can’t trust that this company is so rigid that they can’t make an exception and work with me to get this withdrawal

kattydogs44

• California

7 years ago

Also talk to your processor; I am sure they would review.

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.

34h 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

$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

Planet 7 took 5K winnings

I’m a Jupiter VIP at Planet 7.

I check every coupon for terms and conditions.

Planet 7 took my 5K winnings, claiming I played on excluded games.

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

$5,000

DENIED WITHDRAWALS

I am worried as my withdrawals keep getting denied and I get no reply to my emails asking why.

I withdrew to my bitcoin address in June and July, four withdrawals. They were all denied and no reason was given.

I then did those withdrawals again in July and yet again they were denied.

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.

Rejected

$7,501