Complaint #1277 Planet 7 Casino

Failure to payout my winnings

By Kneider

7 years ago

I have documentation from chats and emails I have screenshot and saved from Planet 7 stating I still have 4007.00 winnings that are being processed. After reaching out to them and requesting to speak to them and their legal department for months and months on a daily basis no one responds to my emails. I want what I rightfully won as documented in my chats and emails. They shut down my account and if I try to get on chat they shut me down so I email almost every day and will continue too. Looking for guidance. I have tons of paperwork I need to get to the right place to get my money. They paid me out about 687.00, 125.00, 1500.00, and 837.00. This is still what they owe me.

Disputed Casino Planet 7 Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Planet 7 Casino management in regards of this complaint to confirm and justify the casino actions. Moreover, casino has already payed what was rightfully owned to the player.

In addition, AskGamblers Complaints Team have been also provided by valid evidence on behalf management of Planet 7 Casino where it is clearly displayed that player's behavior towards Casino management was offensive and abusive.

AskGamblers Complaints Team considers the behavior shown by the player incompatible with the minimum standards of decency and normal attitude and behavior. Such behavior is considered as a direct breach of the Terms & Conditions associated with AskGamblers Complaints Service and therefore, player's further access to our complaints services has been terminated with an immediate effect.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed.

Inactive user

7 years ago

You people owe me money!! I have all the paperwork!! I want your legal department contact information. Legal contact please.

Planet 7 Casino

• Representative

7 years ago

Hi Kellie--

I'm very sorry this took so long, but as previously stated, this was a fairly complicated issue.

I've sent you (and copied AskGamblers management) an email detailing payments, over-payments and refunds on your account. In two instances you were overpaid what should have been issued and in another instance, you were paid on a withdrawal which never should have been paid at all.

It is entirely at the casino’s discretion to close your account: https://www.planet7casino.com/terms-conditions.php

General Terms & Conditions for Membership

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:
If there is evidence to suggest that you have more than one active account for the Casino;
If the name on your Casino account does not match the name on the credit card(s) used to make deposits on your Casino account;
If you participate in a Casino promotion and cash-in before fulfilling the requirements of that particular promotion;
If you provide incorrect or misleading registration, account or identification information;
If you are not of legal age;
If you reside in a jurisdiction where participation in the Casino is prohibited by law;
If you have allowed or permitted (intentionally or unintentionally) someone else to play on your Casino account;
The Player is conscious of the fact that he/she might lose money using this software.
If the Player has not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);
If you are found cheating or if it is determined by the Casino that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the Casino;
If you have been designated as a bonus abuser, playing no or low-risk strategies to withdraw promotional money;
If the Casino should become aware that you have played at any other on-line casino under any of the circumstances set out at I) to X) above

Unfortunately, there is nothing further I can do to help with this matter.

All the best,

Tawni

Inactive user

7 years ago

It seems like every compliant I see people reporting get the same run around response. It’s complicated. You need more time to look at this and need a couple more days. So it’s been a couple of days. Where is my response. So sick and tired of sending emails endlessly and no one ever responding back. I want your corporate legal department. I want what money is owed to me. It’s not complicated.

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