Complaint #111 Planet 7 Casino

Declined my payment

By Askgamblers350z

10 years ago

Message on forum

I had a withdrawal declined, after using a bonus code. I'm sure players who used this casino or many others just like it ,Slotmadness for example when you use a bonus code they lock all games that you are not allowed to play with that bonus. Anyhow after that bonus amount is gambled the locked games become unlocked. Long story short I won 4k on slots played down the money to 2500 and requested withdrawal and was denied, planet 7 says it is because I played three card and let em ride poker I never exceeded my initial top money winnings of 4k and I played games after they were unlocked under terms and conditions it doesn't say anything about the locking and unlocking game playing regulations...if you are not allowed to play they should be locked for good I had the same problem with the Slotmadness site they're sister site for a 10k payout and it had the same conditions but they actually payed the 10k over a long period of time 5 months or longer. I hope they will review and makes this right and pay the funds I am Highly disgusted with this situation

Disputed Casino Planet 7 Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

10 years ago

Based on evidence provided by casino management we can confirm that player breached a bonus terms and played prohibited games.
Upon on this we consider this complaint resolved and closed. If player think that his rights for in anyway infringed we recommend to seek further help with a licence authority of Planet 7 Casino.

Askgamblers350z

• United States

10 years ago

Well either way you look at it its the same as the other 10k withdrawal. It seems to me like you just set up people to loose their payouts by locking the games you can't play at first and then unlocking them, kind of like entrapment it's sad to see you guys do business this way. I can see being penalized if that even for playing the game if I had won more money than initially but this isn't the case.

Planet 7 Casino

• Representative

10 years ago

Hi Askgamblers350z,

I can understand your disappointment in this, however, not all of the casinos within our network carry the same Terms and Conditions. It is hugely important that players check the Terms and Conditions prior to playing, regardless whether it's with our group or other groups. Further some of our casinos employ locks, while some do not. Again, this is another reason why reading the Terms and Conditions are so critical.

In this case, you deposited $50.00 on 2/22/2016 and then used the bonus code ETERNAL290. The details for this bonus are:

290% MATCH + 25 FREE SPINS in ETERNAL LOVE

Slots & Keno Only

No Play | No Max

Code: ETERNAL290

Deposit $50

With this, the Terms and Conditions are as follows:

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

No Play/ No Max bonuses

Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bingo and Scratch Card games. All other casino games are prohibited and restricted. Playing a prohibited or restricted game while using a No Play No Max bonus will void any winnings generated during the use of a No Play, No Max bonus.These terms are valid and applicable even after the playthrough requirement has been met. All Deposit Bonuses for Slots and Keno with No Restrictions (No Playthrough and No Max Cash-Out) come with our software minimum of 1X Playthough (deposit + bonus amount) before the funds become withdrawable. Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request.

If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requirement has been fulfilled.

It is important to make note of this line: These terms are valid and applicable even after the playthrough requirement has been met.

Previously, when you had a similar situation with Slots Madness, we made an exception and agreed to honor your withdrawal. We did this because we realize that from time to time players may misunderstand things. Once we make this exception such as we did, it essentially puts the player on notice (going forward) that the Terms and Conditions are to be followed.

It is because of all this that we cannot honor this withdrawal request.

I sincerely hope you understand.

All the best,

Tawni

AskGamblers

• Support Team

10 years ago

Dear @Askgamblers350z,

Any news regarding your complaint? Thank you.

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

$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

Denied 1745 payment via bitcoin and no communication

I won $1745.

I withdrew my withdrawable balance.

A week later, my withdrawal has been denied and my money credited back to me.

There is no communication whatsoever, and I have multiple screenshots to prove that I was screwed by Planet 7.

Everyone, stay away from this scam casino!!

They aren't responding to anything I do.

Please help

Rejected

$100