Complaint #1357 Planet 7 Casino

Unfairly Declined Well Deserved Payment

By tiffparker

7 years ago

Message on forum

I recently received a booklet in the mail with my Players Reward Card that contains many RTG casinos' Free Spin bonus codes. For each casino listed in the booklet, it provides 3 different free spin bonus codes. On October 12, 2018, I redeemed bonus code PRCGEM at Planet 7 Casino which gave me 20 Free Spins on Gemtopia. After meeting the playthrough requirements, I submitted a withdrawal request for the maximum amount allowed: $100.00. I received an email stating the check withdrawal had been received and to contact customer support to see if documents are needed. Immediately, I contacted customer support and the agent stated my documents are complete and approved. Because I still had 2 free coupon codes (PRCCB2 and PRCAG) left in the booklet for Planet 7, I tried to redeem those and they were declined. It was no big deal to me because I had already won $100.00 and was looking forward to my winnings. After two weeks, I still had not received an email or check so I logged in to Planet 7 to review my account. Here is what was listed:

10/16/2018 09:27 AM Manager Withdrawal Approved! -$100.00
10/16/2018 09:27 AM Manager Withdrawal Requested -$100.00
10/16/2018 09:27 AM Check Withdrawal Declined $100.00
10/12/2018 07:48 PM Coupon declined
10/12/2018 07:48 PM Coupon 'prccb2' requested
10/12/2018 07:47 PM Coupon declined
10/12/2018 07:47 PM Coupon 'prcag' requested
10/12/2018 12:13 PM Check Withdrawal Requested -$100.00
10/12/2018 12:07 PM Coupon Reversal Withdrawal Approved! -$168.14
10/12/2018 12:07 PM Coupon Reversal Withdrawal Requested -$168.14
10/12/2018 10:14 AM Coupon 'PRCGEM' redeemed $0.00
10/12/2018 10:14 AM Free Spin Deposit Approved! $12.00
10/12/2018 10:14 AM Free Spin Deposit Requested $12.00
10/12/2018 10:14 AM Coupon 'prcgem' requested

I contacted customer support because the last transaction states "Manager Withdrawal Approved" and I have not heard or received anything. Customer support tells me that my withdrawal had been declined because I'm not allowed to use multiple free chips in a row. I'm beyond outraged because I was only able to play with one free bonus code (PRCGEM), met the playthrough requirements, submitted my request, and now all I have received is a poor excuse from customer support as to why they're not paying me. The other 2 free spin bonus codes had been declined; therefore, there is no way that I could have used multiple chips in a row. I'm so upset because Planet 7 is wrong and if my withdrawal had been declined, why does my account indicate otherwise with the last transaction being "Manager Withdrawal Approved"? I know what I'm entitled to and would not be wasting my time if I knew that my winnings were not deserved.

Disputed Casino Planet 7 Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Planet 7 Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Planet 7 Casino

• Representative

7 years ago

Hi Tiffany--

First, you should understand what a 'Manager Withdrawal' is...

https://www.planet7casino.com/terms-conditions.php

Additional Terms Applicable to ALL Bonuses

13. An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

And next, this is the reason why you were not eligible for the withdrawal:

No Deposit Bonuses (Free Chips, Free Spins)

4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

---

In your situation, you've made one real money deposit (this goes back to April 7th). Since that deposit, the only funds going through your account have been free chips and free spins, which would absolutely go against the terms as I've laid out for you. I've already forwarded your transaction history to AskGamblers management to confirm my statements.

In the future, whether playing at one of our casinos or any other online casino, it is imperative that you read and understand the terms and conditions prior to playing.

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 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.

40h left

$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

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