Complaint #2524 Planet 7 Casino

Withdrawal returned to my casino account

By Irene B.

1 year ago

On February 6th I submitted a request to withdraw $700.08 through Bitcoin.

Bitcoin was one of the options available for withdrawal so I chose Bitcoin.

I checked on my withdrawal request February 10th to ensure everything was in order and was told that everything’s fine that I would have to wait 7-10 business days for review.

Today, February 11th I logged into my account and the withdrawal request I submitted was returned to my account.

I spoke with Clifford Jones and he said I couldn’t withdraw using bitcoin because I used a card for my deposit. I’ve always used a card for deposit and have used bitcoin as the withdrawal method with no issues.

He said the only way I could withdraw is by using a wire transfer. I do not want to use a wire transfer and would like to use bitcoin.

I also do not want to initiate another withdrawal request and wait an additional 10 days for approval.

I just want to receive what is owed to me using the withdrawal method that was available and that I chose.

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $700.08

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Ireneb3,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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

1 year ago

Hi AskGamblers--

Regarding the player's previous reply to withdraw the complaint...

The player requested Bitcoin as her payment method, but this was not an option as she had not deposited using this method. The funds were returned to her account until such time that she provided wire details, however, she played the balance down to zero. There are no withdrawals to be approved and/or paid at this time.

Tawni

AskGamblers

• Support Team

1 year ago

Dear @Ireneb3,

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.

Ireneb3

• California

1 year ago

Withdraw the complaint

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

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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.

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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.

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My withdrawal was approved in the amount of $2500 on January 12.

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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.

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My transaction history can be checked for this!

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