Complaint #100 Planet 7 Casino

Refusing to honor my Refer a friend bonus

By Wallace C.

10 years ago

Message on forum

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 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