Complaint #1923 Planet 7 Casino

No payment received in almost two months, getting the run around

By Wayne A.

6 years ago

Message on forum

I have been patiently waiting for my withdrawal from Planet 7 Casino for almost two months. After spending many hours of my time chasing them, I feel I have no choice but to submit this complaint. I really hope you guys can help me.

Timeline:

17th April - withdrawal of $2,500 initiated, all KYC submitted the same day

28th April - confirmation email from the casino from "Michael A." that my KYC has been approved

4th May - withdrawal cancelled by casino, no reason given. Spoke to them on live chat, was told 'uh sorry, please re-request and we will escalate it'

5th June - contacted the casino by live chat, spoke to "Meghan S" from payments. Was told that the hold up was caused by needing a further document to confirm my residency (despite earlier having "passed" the KYC on 28th April). Supplied her with the required document by chat. Told to wait a couple of days and she will contact me.

9th June - after hearing nothing from "Meghan S" contacted the casino again by live chat. This took two hours. This time I was more assertive and asked to speak to someone with actual authority. Spoke to "Colin" from payments. Emailed (again) the required document to "Colin".

11th June - received confirmation email from "Colin" that everything is "complete", "hopefully good news Friday", and that I should receive another response from him "within roughly 16 hours". Friday has come and gone, did not receive an email. This was the final straw the broke the camel's back as they say. So here I am.

I have provided the evidence of the most recent correspondence, happy to provide more if needed. Please assist if you can. Thanks!

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $2500

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

wagnal

• Hong Kong

5 years ago

Just updating to inform everyone that I finally got my money. Thanks Askgamblers for the excellent service that you provide, I am sure I would have nothing if not for making the issue public.

To anyone reading this.... Please be aware that Planet7 is a lowly lecherous casino. They will take your money instantly, within seconds, and then give you the runaround for months when you try to withdraw. I provided them will all documents immediately & exactly as requested. But they kept delaying and delaying, asking for the same documents again and again, telling me my case has been "escalated" multiple times, and adding "10 business days" for every little action. Review the document? 10 days. Approval by payment? 10 days. Bank details? 10 days. Use a stapler? 10 days.

So yes, you will eventually get your money, but be prepared to send the same documents multiple times, and to sit on hold on their awful online chat for hours on end, only to be told that they didn't receive the document. You'll end up on Askgamblers, just like me, fighting for your money months later.

This is clearly their business model. They are hoping that you give up and just spew off your balance. Do not let them win! Better still, don't join this casino in the first place.

wagnal

• Hong Kong

5 years ago

Quick update.

Apparently the funds were sent on 14/6. It's now 22/6, still nothing. So unless the funds were sent by pigeon carrier, I don't think they were sent on the date you claim. Feel free to send me a scan of the TT remittance.

Anyhow, I will update as soon as I hear anything...

Planet 7 Casino

• Representative

5 years ago

Hi Wayne--

I'm sorry for the frustration you've experienced with this.

I've reviewed your account and I do see your payment was already sent off to our processor, before you issued this complaint: 6/14 Paid $1928 + $20 fee for transaction #154422387. I would expect the funds will reach your account, early next week (possibly today).

Regarding the shortfall from your requested amount, this is because you received bonuses to build the funds:

WELCOME777 (1 of 1) (20 free spins)+MAYTHEFOURTH (1 of 999) $400+$146.20

All bonuses are non-withdrawable and as such, removed from your total withdrawal amount.

I wish you all the very best,

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.

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$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

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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

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Everyone, stay away from this scam casino!!

They aren't responding to anything I do.

Please help

Rejected

$100