Complaint #100 Planet 7 Casino

Refusing to honor my Refer a friend bonus

By Wallace C.

10 years ago

I referred a friend when I first opened up an account. I selected to be awarded 20% of winnings/losses. I attempted several times to request this award, when the following month of february arrived. Every single time, customer service had no idea or information regarding the account that signed up with my referral. I had to repeatedly remind them of the account information. Finally I was told that I was not allowed to be awarded the referrel bonus and there was nothing they could do about it. Furthermore, I also inquired about their PRC card that was supposed to be issued to me. The reject any inquiries on this request and redirect me to PRC customer service for further inquiries. Only problem with that is, I received the email regarding this reward from PLANET7. They claim there was a error in processing my account but are unable and unwilling to help figure a solution out.

Disputed Casino Planet 7 Casino

Reason Bonus not given

Discussion

AskGamblers

• Support Team

10 years ago

Based on presented evidence by casino management, we can confirm that player breached casino's term #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 redeem the second No Deposit Bonus.

Upon this we consider this complaint resolved and closed.
In case of a disagreement with the decision made by the AskGamblers Complaints Team, we encourage player to seek further assistance on this matter from the relevant licensing authority responsible for Planet 7 Casino.

Planet 7 Casino

• Representative

10 years ago

Hi fb_962406304718,

Honestly, I'm not really certain what the point of dragging this out further would be.

The facts remain the same: We have strict terms regarding consecutive free chips (which has already been explained). A PRC would be no different than any other free chip.

If we were to honor you with the PRC at this point (without your making a real money deposit) and you ultimately worked up that balance to the point of withdrawal, we would not be able to approve your withdrawal. If you're upset with us now, I can't imagine how you'd feel should we decline a withdrawal because you did not follow our terms.

Cutting to the chase, we will have to stand firm on this.

Tawni

fb_962406304718

• Anonymous Proxy • 2 reviews

10 years ago

How about including all the chat logs of my conversations with your customer service reps who refused to help me BEFORE these free plays were awarded. After several attempts to make contact with the people who run Player Rewards Card, I returned SEVERAL times to PLANET7, asking for help in solving the issue at hand. I believe his name is Jovan, who told me Planet 7 will not help me in that matter and redirected me back to the PRC website and email.

Also, there is a very obvious and missing document here... a correlation of customer inquiries and complaints related to the number of "insurance," free plays and comps YOU provided. If I would have realized you were either lying or delaying the issues at hand, I would have saved the transcripts. Maybe Planet 7 can provide those chat transcripts or maybe explain why I was given certain "perks," nearly every time I returned with inquiries.

I'm not at all impressed with the way you manage to delay or waste time by not accepting responsibility for the PRC memberships and services and claiming YOU have nothing to do with it. NOW you are willing to manage it, as long as I deposit more money into your casino.

Planet 7 Casino

• Representative

10 years ago

Here is the chart in .jpg format

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