Complaint #2490 Planet 7 Casino

Planet7 not paying large withdrawal

By Ellen S.

2 years ago

Here is my story:

• On April 28th I used a coupon (ANNIVERSARY350) and made a $153 deposit on Planet7 using Litecoin. The coupon provided a $535.50 bonus. I played, won $12,500 and submitted my withdrawal requests. The maximum I could request was $2500 so I submitted 5 requests for $2500 each. All withdrawal requests were made for Bitcoin.

• Moments after my first withdrawal request, the casino requested and approved the reversal of the bonus amount.

• On May 7th my withdrawals were all denied. Although I was already verified and had received smaller payments within the previous 3 months, I was told I needed to submit another verification ID. I did that immediately and was verified (again).

• I then submitted 5 new withdrawal requests for $2500 each.

• On may 15th, 2 of the withdrawal requests were listed in recent transactions as approved, with no information on the other 3 requests.

• At the time of my initial withdrawal request, I was a Level 3 VIP and had been assigned as a VIPhost (< full name removed >I wonder about the name). I reached out to him at my initial withdrawal request through Whatsapp to alert him and request he ensure it was paid in a timely manner, but did not hear back from him.

• On Thursday 5/23 < first name removed >left me a voicemail asking why I wasn't playing and encouraging me to do so. I tried to respond to the number by calling and texting but got no response.

• On 5/24 I reached out to Planet7 on their chat trying to reach Reuben. He was unavailable so I chatted with < full name removed > another VIP host. He said < first name removed > had been following up on my withdrawal requests, and that he would send an email to management to expedite the matter. I asked him to cc me on the email and he sent me an email addressed to me - not really sure who /he sent the email to initially. I also asked him to look into the fact that I no longer have VIP status.

• I have tried twice more to reach Reuben and/or Javier with no luck. I am asking for your help in getting paid.

• As of today 5/31/24 nothing has been paid

I have screenshots of all statements of fact. Please let me know how/who to send them to and I will.

Your help in resolving this matter is appreciated.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $12500

Discussion

AskGamblers

• Support Team

2 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.

Ladyinmass

• Massachusetts

2 years ago

I received the balance due this morning. Thank you AskGamblers and Tawni for your assistance. It is a shame that Planet7 makes it so hard to collect winnings.

Ladyinmass

• Massachusetts

2 years ago

There is nothing showing in my account that they are planning to pay the final $2500 on the 17th. Still waiting for it.

Planet 7 Casino

• Representative

2 years ago

Hi Ellen--

I've checked on your account and I see that your final withdrawal is set to be sorted on the 17th.

As soon as I receive the transaction details, I'll be back with another update.

Have a great weekend,

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

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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.

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$2,500

Delayed payment at Planet7

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$4,920

My Payments

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$42,864

I am fully verified and won $3,600 and made a withdrawal for $2500

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Planet 7 took 5K winnings

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I check every coupon for terms and conditions.

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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

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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.

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I would like some help from you please.

Rejected

$7,501

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Everyone, stay away from this scam casino!!

They aren't responding to anything I do.

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Rejected

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