Complaint #1405 Planet 7 Casino

Did not receive full payout

By tasharac

7 years ago

Message on forum

I requested a withdrawal on 12/01 for $2500 and only received $100. I was told by a representative that it was due to monthly insurance being used when I won. I totally disagree with that because monthly insurance isn’t paid until the following month and the 1st was on a Sunday (day of my request) and I made several deposits. There is no reason I shouldn’t have received my full withdrawal based on the terms and conditions below. Also when there is a play through amount the system will not allow you to withdraw any money until you have fulfilled the play through, which I didn’t have a play through amount because I was playing on my money that I deposited with no bonus coupons

Monthly Cashback (For VIP players only)

The Monthly Cashback bonus comes with a 30 times playthrough requirement for Slots, Keno, Scratch Cards and, Bingo. wager requirements, 60 times playthrough requirement for Table Games and Video Poker; and excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo and/or War.
The Cashback will be credited within the first three (3) days of the following month. Except if the 1st falls on a Monday. For all players with no pending withdrawals, no withdrawals over previous month, and a balance under $10.
The Monthly Cashback calculated on all deposits (minimum $50) which were made over the previous month.
Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).
The Monthly Cashback will be credited even if you have an existing balance. If so, the Monthly Cashback will be treated as winnings and any other current bonus rules applicable in your account will still apply.

Disputed Casino Planet 7 Casino

Reason Terms violation

Amount $100

Discussion

AskGamblers

• Support Team

7 years ago

Upon the information and evidence provided on behalf Planet 7 Casino management within their post on 31st of January, 2019, AskGamblers Complaints Team confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

tasharac

7 years ago

I understand very well! Maybe you and the person that wrote the casino rules should learn what the word “minimum” means (the least or smallest amount or quantity possible, attainable, or required). If $100 is all the casino is willing to payout then the term “maximum “ should be used so that players know they aren’t going to receive anything over $100 when VIP insurance is used when you win. I will no longer play at planet 7 casino so I won’t have this issue of a casino contradicting their own rules.

Planet 7 Casino

• Representative

7 years ago

Hi Tashara--

I attempted to post the screenshot, but it did not attach, I've sent this to AskGamblers asking they make the attachment for me.

Tawni

Planet 7 Casino

• Representative

7 years ago

Hi Tashara--

You yourself posted the terms...I've posted the terms and you're simply not understanding:

Monthly Cashback (For VIP players only)

4. Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).

One time, meaning 1 x $25, which was the amount of the bonus (see the screenshot I've attached). Again, as a courtesy, we did issue the $100 payment on this.

I'm sorry for the disappointment...

Tawni

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