Complaint #1590 Planet 7 Casino

Delaying payment,no communication, misleading information

By rwood79

6 years ago

Message on forum

I submitted winnings in the amount of $5,000 back in May of 2019. It has been Well over the approval time, in which I spoke to several customer service operators via phone,email,and online, was told that there is no problem with my withdrawal and it will be escalated, to confuse things a bit more they put the $5000 back into the casino account, I then tried to withdraw and contact the support via phone and via email , no luck with the online chat either, just getting lead in circles.
The casino said that the first payment was approved for the first $2,500, via a wire transfer on 25/5/2019 and also the second.
Every time I chat with customer service, They also keep saying the supervisors will address the issue and yet I have still not been contacted by anyone. They said they only do one payment at a time. Their terms say that it should only take 7 to 10 days for approval then another 7 to 10 days for payment. Obviously that isn’t the case. They are over a month late from their terms and nothing. I can provide all the chats,screen shots and Emails of my winnings if needed. Please help. Thank you.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $500

Discussion

AskGamblers

• Support Team

6 years ago

Dear @rwood79,

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.

Planet 7 Casino

• Representative

6 years ago

Hi Ryan--

The terms are listed when you redeem the coupon (and all other coupons, for that matter).

Regarding your payment, it has already been sent off to our processor: 7/8 Paid AUD $500 + no Service Fee for transaction #19381570. I would expect you'll find the funds in your account, early next week.

I wish you all the best,

Tawni

AskGamblers

• Support Team

6 years ago

Dear Planet 7 Casino,

Please let us know if there's some update regarding this case.

rwood79

6 years ago

Hi Planet7,
Although you are correct in saying that my ID is out of date, it was not out of date when I sent it the first time (which I have evidence in the way of sent emails)
It must have been 4 time I’ve sent through the information.
After corresponding with support on many occasions ONE person has said that there is a $500 max winning on that bonus WLCM400, so I searched for the terms and conditions for that bonus in many locations, absolutely nowhere can I find anywhere where it says there is a $500 limit attached to it, the only proof is a text from planet7 support stating that.
Apart from the fact ALL the money has all disappeared from the account including the $500 that you believe I’ve won, I still have nothing, not one cent, not one solid confirmation.
I’ve collected a fairly large amount of evidence, from the time of the winnings, I’ve even had it analysed by another party.
Now I’m a pretty busy guy, I’m also very reasonable, so if I believed that I was going to loose this battle with the amount of evidence I have I’d take the $500 and be happy, planet7 has just squirmed out of paying, feeling totally scammed...
Anyway I’ve scanned through my ID aging, let’s see what happens this time ....

Thank you
Disappointed planet7oz player

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 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

Denied 1745 payment via bitcoin and no communication

I won $1745.

I withdrew my withdrawable balance.

A week later, my withdrawal has been denied and my money credited back to me.

There is no communication whatsoever, and I have multiple screenshots to prove that I was screwed by Planet 7.

Everyone, stay away from this scam casino!!

They aren't responding to anything I do.

Please help

Rejected

$100