Complaint #216 Planet 7 Casino

Getting the run around with verification and still no payment!

By Lina P.

10 years ago

I requested a withdrawal on 5/22 the same day i submitted all the verification documents needed. I chatted online with several Reps and was told that I needed to wait 3 - 7 days for the approval process. after the 3rd day it was declined because they said they had not received my verification documents. I resubmitted the request and they approved it in 3 days, however, I did not re-submit the verification documents. That being said, they had it from the beginning, so now the 5/22 request has turned into a 5/28 request, already a 6 day delay. then I submitted another request for a withdrawal that was approved after 5 days. It's been almost a month and all I ever hear is that it is being processed. I have gone over the time frame that they said it would take to get the winnings. I've called and never get anyone on the phone and I have emailed numerous times and still have not gotten a response. I even sent them my banking information for a wire transfer and they have not done anything. I am reluctant to deposit any money into their gaming site because I feel like it's a gimmick to get my personal information. why is it taking so long to process my winnings?

Disputed Casino Planet 7 Casino

Reason Delayed payment

Discussion

fb_10201835346642133

• United States

10 years ago

What I mean by that, is the attempt of the wire caused the bank to freeze my account. I was told it was frozen because of suspicious wire transfer activity and i was only expecting a transfer from Planet7. I do not have the time to play back and forth with you guys... quite frankly, you can keep the money. I'm over it! I will contact my bank to find out more, however, because it is frozen, and they have already terminated my relationship with them, it is pointless. You may not have heard of it, but it happened. Thanks LJ

Planet 7 Casino

• Representative

10 years ago

Hi Lina--

I'm very confused.

I explained Thursday about the delay with your wires--you returned Friday stating you'd not yet received them and now your account has been frozen due to the wires? This is making no sense. If you did not receive the wires, they'll likely be in your account, tomorrow (remember, today was a bank holiday).

As to your account being frozen, what evidence do you have of this and how can you point any fingers at us? This is something I can honestly say I've never encountered before...and I've pretty much seen it all.

At this point, we cannot simply pull back these wires that are already in progress. If you can somehow show absolute proof that your account was frozen due to something WE have done, we will work to sort things out.

Tawni

fb_10201835346642133

• United States

10 years ago

it is not in the account, you may need to send a check at this point. I believe the wires froze my account. SUCKS!!!! This is the worst experience ever. This experience help me to understand that online gaming is not for me. If you don't mind, I would like to have the checks overnighted to me immediately. Thank you!!

Planet 7 Casino

• Representative

10 years ago

Hi Lina--

I hate having to come here with my tail between my legs...

I was checking up on your next payment (which was sent yesterday). It was at that time that I found a processing note relating to the payment which was sent, last week. Even though we received confirmation, for whatever reason, the processor did not send it (this occurred with a few wires we'd sent). I do see that the payment from last week was sent yesterday along with this week's payment.

With all that said (and egg all over my face!), please check your account tomorrow and confirm if you've received the wires.

Again, my sincerest apologies with this.

Tawni

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