Complaint #1934 Planet 7 Casino

Two months wait for winnings

By cynthia t.

6 years ago

Two months ago I requested winnings of $2k. That amount was immediately removed from my account. I sent documentation as instructed and received email that docs were received. I have emailed them on several occasions for status update and receive email that all docs are there, for me to be patient as they are extremely busy. Wait 5-7 days. Been waiting 7 weeks I've asked if they require anything else from me and get an email that they are trying their best but are very busy. Please help me I really need that money. I'm always polite and ready to help if necessary.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $2000

Discussion

AskGamblers

• Support Team

6 years ago

Dear @cthomas0811,

Kindly note that after carefully reviewing your case, the AskGamblers Complaint Team reached a conclusion that your claim is not valid. While we can completely understand your frustration and disappointment given the circumstances, please keep in mind that each and every online casino has the exclusive right to determine and apply its own verification policies and procedures, depending on the requirements set within their licensing agreement. Unfortunately, the AskGamblers Complaint Team is not able to influence such a verification policy in any way. Moreover, the relevant verification procedure, as well as all required documents, are duly stated and explained within the casino terms and conditions which you agreed with and accepted upon registering with the operator. Therefore, you are obliged to follow these rules and cooperate with the casino team in getting your account duly verified, regardless the fact whether you consider these mandatory verification procedures relevant, fair and/or (not) strict enough.

Based on the above and the fact that the you have not sent needed verification paperwork, we have no other choice but to Reject the case. You are welcome to inform us once you manage to provide those to Planet 7 Casino, in regards of changing the status of the complaint.

cthomas0811

• California

6 years ago

Dear AG,

I understand my responsibility. I don't think I will be able to provide the entire documentation needed before time runs out.

I wrote to Planet 7 managers Tawni and Michael updating them as I'm working on gathering everything needed. Due to the complications of my case AG can file it as resolved because I don't want this to put a negative result to your program.

I'm in touch with the banks involved as I obtain required requests from Planet 7 as my address changed since I registered my account initially.

I plan to continue to gather all documents it's time consuming and I wish I'd requested verification at the time of signing up, prior to my loss of housing.

Thank you for your assistance. I've learned a lot about on-line casinos and the overall industry.
Sincerely.
C

AskGamblers

• Support Team

6 years ago

Dear @cthomas0811,

Please note that required verification paperwork needs to be sent to the casino so that your account can be verified.

In case you don't send the required verification paperwork, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

cthomas0811

• California

6 years ago

As I wrote earlier, my case will not be resolved. In essence it's rejected or unresolved. The withdraw team either restarts the "brief" waiting period, informed me my documents became out of date, repeated requests to send again, and then the last message included a request for my banking info for a wire transfer. The casino is entirely too stringent and has no options for those of us that don't have utilities in our name, no longer have credit cards used last year. They did offer to accept letters from each CC bank stating I no longer use those cards. They're cut up and gone to the dump. Reminder each contact restarts the brief waiting period. Its more than frustrating and I no longer will make any deposits to Planet 7. I'm playing down my last bit of deposit, although I'm not sure why, as I will never be permitted to receive any type of winnings. Once again thank you. My case will forever be unresolved.

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