Complaint #11 Planet 7 Casino

My Documents

By Sebastian G.

12 years ago

Message on forum

Hello ,

there are reportedly still received no documents from me, despite repeated sending!

Here my last E-Mail. (No response received)

Hello,

i am writing to you, because I am not their customer service could help.

I have already sent all the necessary documents to accounting@planet7casino.com (sent on Sun, April 15, 2012 21:30:53 and again on Sat, April 21, 2012 18:21:44 is only supposed to arrive today, nothing. I send them again now herewith all documents. in this e-mail, see also the recent chat logs. I look forward to this e-mail in the next few days from them an explanation.

I thank you very much

Sebastian < surname removed >

Chat-Protokolls:

Customer Service Chat Transcript

General Info

Chat start time Apr 21, 2012 12:11:53 PM EST

Chat end time Apr 21, 2012 12:26:17 PM EST

Duration (actual chatting time) 00:14:23

Operator Helen

Chat Transcript

info: A site operator will be with you momentarily.

info: Hi! Thank you for using our LiveChat Service. This is 'Helen'. Please verify your Email and Phone Number so that I can assist you.

Stuntmaster: < email removed > Tel. < phone removed >

Helen: Hi! Thanks for the information, how may I help you today?

Stuntmaster: Why my account is not verified is to withdraw?

Helen: Allow me one moment to review your account.

Helen: Thank you for holding.

Stuntmaster: The documents have been received in full on 15 April at them.

Stuntmaster: ok

Helen: You want to request a withdrawal, correct?

Helen: We haven't received the paperwork as of yet.

Stuntmaster: yes

Helen: I am sorry for the delay. I will be right with you.

Stuntmaster: ok

Helen: When did you send the paperwork?

Stuntmaster: 15 april

Helen: We have not received it as of yet.

Stuntmaster: I have just sent off again

Helen: Ok, thank you.

info: Your chat transcript will be sent to < email removed > at the end of your chat.

Helen: You can check back with in 24-8 business hours for us to receive them and upload them to your account.

Stuntmaster: ok

Helen: Is there anything else I can help you with?

Stuntmaster: First of all, no. Thank you and I wish you a nice weekend

Helen: You're very welcome, have a great day!

Helen: Thank you :)

Stuntmaster: thank you ;-)

Stuntmaster: by

---------------------------------------------------------------------------

Customer Service Chat Transcript

General Info

Chat start time Apr 29, 2012 12:11:43 PM EST

Chat end time Apr 29, 2012 12:31:35 PM EST

Duration (actual chatting time) 00:19:52

Operator Laura

Chat Transcript

info: A site operator will be with you momentarily.

info: Hi! Thank you for using our LiveChat Service. This is 'Laura'. Please verify your Email and Phone Number so that I can assist you.

Stuntmaster: < email removed > Tel. < phone removed >

Stuntmaster: Hi

Laura: Thank you for the information. How may I assist you?

Stuntmaster: Why is my account still is not verified?

Laura: What do you by verified?

Stuntmaster: This: You must have a faxback form on file to perform a transaction - please contact customer service Account was not registered because the transaction was declined

Stuntmaster: and i send my dokuments at the Sat, 21. Apr 2012 18:21:44 and Sun, 15. Apr 2012 21:30:53

Laura: Due to security measures our Casino requests to all players to send in some documentation before any withdrawal request will be processed, please provide the following documentation: Copy of an Identification (Driver's License or Passport) a signed Certification Form (Click on the Link), as you never used a Credit/Debit Card for Deposits, we need you to include the deposit option used on the Certification Form and a copy of any utility bill for mailing address confirmation.

Laura: http://www.planet7casino.com/onlineform.html

Laura: You can send your documents to: accounting@planet7casino.com or by fax 1-866-725-1109

Stuntmaster: I have send this

Stuntmaster: 2x

Stuntmaster: !!!

Stuntmaster: accounting@planet7casino.com

Laura: When was the last time you submitted the documents?

Stuntmaster: 21.04.2012

Stuntmaster: here is my last chatprotokoll

Stuntmaster: A site operator will be with you momentarily. info: Hi! Thank you for using our LiveChat Service. This is 'Helen'. Please verify your Email and Phone Number so that I can assist you. Stuntmaster: < email removed > Tel. < phone removed > Helen: Hi! Thanks for the information, how may I help you today? Stuntmaster: Why my account is not verified is to withdraw? Helen: Allow me one moment to review your account. Helen: Thank you for holding. Stuntmaster: The documents have been received in full on 15 April at them. Stuntmaster: ok Helen: You want to request a withdrawal, correct? Helen: We haven't received the paperwork as of yet. Stuntmaster: yes Helen: I am sorry for the delay. I will be right with you. Stuntmaster: ok Helen: When did you send the paperwork? Stuntmaster: 15 april Helen: We have not received it as of yet. Stuntmaster: I have just sent off again Helen: Ok, thank you. info: Your chat transcript will be sent to < email removed > at the end of your chat. Helen: You can check back with in 24-8 business hours for us to receive them and upload them to your account. Stuntmaster: ok Helen: Is there anything else I can help you with? Stuntmaster: First of all, no. Thank you and I wish you a nice weekend Helen: You're very welcome, have a great day! Helen: Thank you :) Stuntmaster: thank you ;-) Stuntmaster: by

Laura: Thank you for holding. I will be with you in a few moments.

Laura: One more moment. I apologize for the wait.

Laura: Thank you for waiting!

Stuntmaster: ok

Laura: When was the last time you submitted the documents?

Stuntmaster: 21. Apr 2012 18:21:44 to accounting@planet7casino.com

Laura: The documents are not showing in your account

Laura: Please forward the information to my manager with your user name and casino that you play at

Laura: Our Manager's e-mail is manager@planet7casino.com

Stuntmaster: ok

Laura: Is there anything else I can assist you with?

Stuntmaster: no thx

Laura: Have a great day!

info: Your chat transcript will be sent to < email removed > at the end of your chat.

Disputed Casino Planet 7 Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

14 years ago

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.

Planet 7 Casino

• Representative

14 years ago

Dear AskGamblers

Please close this issue as solved.

Thanks

AceRevenue Team

Stuntmaster

• Sachsen

14 years ago

Planet7 has now paid the money clock 20:15.

Thank you for everything.

You are the best. Nice !!!

Planet 7 Casino

• Representative

14 years ago

Dear Stuntmaster:

We have requested Planet7 Casino your payout status and we are waiting for their reply.

Best Regards

AceRevenue Team

Planet 7 Casino Complaint Stats

Resolved 1468 / 1543

Avg. Amount $3,548

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Planet 7 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1415 out of 1487 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Planet 7 Casino Complaints

See all complaints for this casino

Waiting to be paid again

I have three withdrawal requests currently.
100.00 USD requested on 7/8/2026
487.00 USD requested on 7/10/2026
100.00 USD requested on 7/29/2026
Going by the terms and conditions of the casino the first two withdrawals should have been paid already, however I haven’t received any payments. I would greatly appreciate some assistance.

Resolved

$687

Winnings removed

This is regarding $1,275.23 that was removed from my account after I attempted to withdraw my winnings.

On August 1, my transaction history shows a “Coupon Reversal Withdrawal” of $587.23.

On August 2, I requested a $700 CoinDraw withdrawal. At 7:03 AM, Planet 7 canceled that $700 withdrawal. At the exact same time, my transaction history shows a separate “Manager Withdrawal” of $688.00.

Planet 7 then approved only $12.00 for withdrawal.

My transaction history therefore shows $587.23 removed as a Coupon Reversal Withdrawal and another $688.00 removed as a Manager Withdrawal, totaling $1,275.23.

Planet 7 has referenced bonus/coupon terms, but I am disputing the amount they removed and requesting a clear accounting showing exactly how they calculated these deductions and why the separate $688 Manager Withdrawal was taken.

I have screenshots showing the transactions, amounts, dates, times, and canceled withdrawal.

I am requesting that Planet 7 provide a full explanation and return/pay any portion of the $1,275.23 that was improperly removed from my winnings.

Resolved

$12

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.

Resolved

$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