Ag Awards

Planet 7 Casino - Still waiting for my withdrawal to be approved

Posted on May 16, 2019

I submitted all of my paper work almost three weeks ago. I message them every single day. At first they said they received my paper work on 4/29. Then on may 12th I message them and they say they haven't received it so I sent it again. They notify me that they got it and now will have to wait another week for them to review it. It's only $175 and I've lost way more than that. After ready all these other complaints I feel like they are giving me the run around and trying to not pay.

Posted on May 20, 2019

Hi Brandon--

No run around, whatsoever.

I've reviewed your account and I see that you were playing on the weekly insurance bonus, which has very clear terms:


Weekly Cashback

1. The Weekly Cashback bonus comes with a 30 times playthrough requirement for Slots, Keno, Scratch Cards, Bingo; a 60 times playthrough requirement for Table Games and Video Poker. And excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo, War, and/or 'Shooting games' -e.g. Fish Catch.

2. The Weekly Cashback is credited each Monday 00.01EST for all players with no pending withdrawals, no approved withdrawals over previous 7 days and a balance under $10.

3. The Weekly Cashback is calculated on all deposits (minimum $50) which were made over the previous 7 days.

4. Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal(minimum $100).

5. Weekly Cashback will be credited even if you have an existing balance. If so, the Weekly Cashback will be treated as winnings and any other current bonus rules applicable in your account will still apply.

The amount of your bonus was $20, which required a playthrough of $600--you had only achieved $34.25 of that amount when you requested the withdrawal. You would have needed to continue wagering, which I see you eventually did...and you lost the funds before achieving the necessary playthrough.

I'm sorry for the disappointment,


Posted on May 20, 2019

Dear @Balfano66,

Please make sure to update your ongoing complaint and inform AskGamblers Complaints Team whether you have played off your funds? Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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