Complaint #77 Planet 7 Casino

Refused winnings, refused refunds on deposits

By motard1

10 years ago

Message on forum

Absolutely horrible experience. Three different times my balance was erased at this casino for alleged "playing with my bonus incorrectly". This casino refused to give me my winnings because I played table games instead of slots. Note that I only played table games once they became unlocked and this was consistent with my bonus being fully depreciated. My bonus was gone and the table games were no longer locked, leading anyone to believe there funds were available for all games. This was after I spent all the bonus money and having none left. Apparently your winnings still constitute as bonus money. If you read the terms and conditions they do not even mention restrictions on winnings or even the word winnings leaving a huge grey area. After pleading with them to make it right on the phone for about 10 minutes the manager finally decided to terminate my account along with my real money deposits. I had made over $1000 in winnings at this casino and $277 in deposits. All of which are gone. The manager was rude, cut me off when talking, and essentially laughing at my frustration. I doubt they will be interested in resolving this or returning my money. Furthermore the money I deposited always came out to a higher amount when I checked my bank statements. Stay away from this casino.

Disputed Casino Planet 7 Casino

Reason Declined payment

Amount $277

Discussion

AskGamblers

• Support Team

10 years ago

@motard1,
Did you received your deposit back, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

motard1

10 years ago

I appreciate your decision to refund my deposits. I must state however that I did indeed listen without interrupting, the manager I spoke with when he went over the rules. The rules do not mention restrictions on winnings, or even the word winnings in relation to bonuses. My only admiting to disputing charges was related to the facts that the charges descriptions are very cryptic and did not reflect the actual amount I approved for deposit, they were always a higher amount than what I requested, these reasons are what I mentioned disputing.

At any rate if you have decided to refund my deposits then I will honor this as resolved and satisfied with the result, but will not do so until I see the money returned to my account. As soon as I see the money returned I will post the results here on 'askgamblers'.

Thank you and have a nice day.

Planet 7 Casino

• Representative

10 years ago

Hi motard1,

Our Escalation Managers have reviewed your discussion with the Customer Service Manager you spoke with. The Customer Service Manager attempted to explain the rules to you several times, however, you continued to argue, rather than take the time to understand what it was being told to you. Rather than accept the offer to re-set your balance, you made the threat of charging back your deposits (which now, you have admitted to, here in this thread at AskGamblers). Once a player threatens disputing charges, the conversation is over and we take swift action to close that player's account(s).

You requested a withdrawal in the amount of $400. Had this withdrawal been approved, we would have subtracted the non-cashable bonus, which amounted to $145, leaving you a total withdrawal amount of $255. While we are not honoring that withdrawal, we ARE refunding your $277, representing your deposits. So in truth, you are actually ahead of what you were expecting with your withdrawal.

Please be patient with the refund, as with processing, refunds take a bit of time. You will, however, receive the full refund.

Tawni

motard1

10 years ago

Hello Tawni
To a normal person its obvious that your site is extremely misleading. Yes I did redeem the bonus you have mentioned and I did in fact play slots with it. I was lucky enough to win 400$ on one of the spins and subsequently cashed out that amount. Afterwards I had about 1.35$ remaining which I played another slot and won 3$, from there I took the money and played roulette and hit a number straight up, but eventually lost all of it. This was the entire play history with that 50$ deposit and bonus. As you can see I cashed out after I only played the slots. The 1.85$ was part of my 50$ deposit that's why the funds were available at the casino. Furthermore the table games on your website will have locks next to all the games and are not playable. There is a drop-down menu in the cashier which shows 3 items. Withdraw able amount, Bonus amount, and play through amount. The bonus amount depreciated as I played through the money until it was GONE and at that point my funds became available for all the games. Like I stated any normal person would suspect that means that the remaining balance is therefore eligible. In your terms and conditions it never even mentions restrictions on winnings, only bonus, and my bonus was gone because it no longer appeared on the drop down menu with my funds. You stating otherwise just proves how misleading your interface really is, and I suspect all the bonus' you are constantly offer are for the insidious reason to intentionally mislead your players and erase there funds. I NEVER refused to get my money back from you nor did the manager I spoke to even clearly indicate he was willing to do that, instead he cut me off from talking, spoke over me, and laughed at my frustration. I mentioned a dispute because the charges on my bank statement were more than what I approved during the deposit, and furthermore all the charges on my bank statement from your casino are listed as things such as clothing, household items, etc. Clearly you are trying to hide the charges from my bank by putting them into these categories. When I inquired about the overcharge and incorrect descriptions the manager I spoke to decided he would terminate my account, then promptly hung up on me. Apparently your casino thinks they have the right to take money from people, that being my $277 of real deposits I have made. Even now I do not see a refund from your casino, and for the record I have not disputed the charges with my bank. I would like to give you the opportunity to do the right thing before I need to go down that path.

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