Complaint #1929 Planet 7 Casino

No withdrawal after almost 2 months

By Kingmc

6 years ago

I had requested my withdrawal from 2 months ago of $450 and I submitted all my bank documents and they were all approved but still I haven’t gotten paid so after like 2 weeks after submitting my first withdrawal request and I haven’t seen any progress, I cancelled it and resubmitted it because I thought maybe I did something wrong. I’ve contacted them on many occasion but everytime they tell me that they’re working on it. Why is it so hard for planet7 to pay people their winnings? Another crazy thing is after I made my deposit with them, the “pay with barter” thing charged my account 4 other times for the same amount that I deposited so I had to get a new and card. I wish I knew what I know now before I made the decision to try planet7 they’re just the worse!!!!!

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $450

Discussion

AskGamblers

• Support Team

6 years ago

Dear @Kingmc,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Planet 7 Casino

• Representative

6 years ago

Hi Jamar--

I've gotten a better handle on your issue and there are multiple bits to be discussed...

First, you disputed two charges for deposits made to the casino:

DF-Trace ID 49954082 05/12/2020 Amount $30 CARD*4872
DF-Trace ID 50002129 05/14/2020 Amount $30 CARD*4872

With this, our processor tacks on a $75 fee for each. There is nothing we can do on our end to get around this. With this in mind, we will need to address the $210 due to the casino, before we can move forward. Also, when we have disputed charges such as this, we do require an explanation as to why the charges were disputed.

Next, you stated that we charged you four times for a single deposit. According to our processor's records, this is not accurate. There were four attempted deposits, each of which were declined by your bank--you were never charged and each of the attempts were made by you. If you still dispute what I am saying, I will absolutely need to receive your April bank statement.

In your previous reply, you stated, "after submitting my bank statements like you requested." This is confusing to me, as I've not asked for this, up until this reply--you don't even have my email address, so how could you have sent this to me? I've checked with other departments and I've not been able to locate your statements.

The next issue to tackle boils down to the withdrawal, itself. You've requested a withdrawal amount of $450. You used two bonuses to build that withdrawal (JACKPOTHUNTER (4 of Unlimited) + JACKPOTHUNTER (5 of Unlimited) $82.50+$82.50=$165). All bonuses are non-withdrawable and as such, removed from your total withdrawal amount. This leaves you with a balance of $285. We will have to deduct the two chargebacks, along with the processor fees ($210), which will bring your balance to only $75. The minimum withdrawal amount would be $100, so there are not enough funds to withdraw. You're certainly welcome to play your balance in an attempt to boost your balance to a withdrawable level.

I've attached my email address. In order to resolve the issue of the four charges, I'll need you to send your bank statement directly to me. Also, please be sure to include the reason for the two disputed charges.

Much appreciated,

Tawni

AskGamblers

• Support Team

6 years ago

Dear Planet 7 Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Kingmc

6 years ago

I’m still waiting for a response. I guess you haven’t spoken to your Payments manager as yet but this is going on way too long and after submitting my bank statements like you requested I still haven’t gotten an answer. Every time I speak to someone they assure me that it will be taken care of in a day or two, I was even told that my withdrawal will be expedited. Please can you make sure it’s getting done this time

Planet 7 Casino Complaint Stats

Resolved 1466 / 1541

Avg. Amount $3,552

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Planet 7 Casino Complaints

See all complaints for this casino

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.

62h left

$1,275

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

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