Complaint #407 Planet 7 Casino

Still waiting on payment

By Ashlgg993

10 years ago

This is the second time that I have opted to withdraw money the first time drug on for quite a while as well and I had to place a complaint on this website I did finally get paid however now I am in the same situation again I had approved withdrawal back in September and verify the address and now it is waiting to be mailed I contacted the live chat who said this is extremely late and he would be talking to a VIP Specialist or a manager and would let me know when that was resolved however I have still not heard anything back it is outside the time frame of the days that they told me to expect for processing I'm wanting the amount that I had requested for withdrawal in September any information I could get on this or what is taking so long would be helpful is this common with you guys to take this long for payments I only ask because this is only my second time withdrawing money and both times I've had the same experience

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $280

Discussion

Ashlgg993

• United States

10 years ago

I am trying to find out if you were able to get any information for me regarding my pay out or tracking info. I was hoping to hear something back after you looked into it

Ashlgg993

• United States

10 years ago

Thank you for looking into this. If you could let me know what you found out or what tracking info is i would appreiate it. A manager was suppose to be contacting me but i have not heard from them. Thanks

Planet 7 Casino

• Representative

10 years ago

Hi Ashlgg993--

First, I must apologize for the delays, but also for my very slow reply. Unfortunately, I've been traveling for work and I'm now just trying to get caught up while still on the road.

I've looked at your issue and I do see that your payment was sent off to processing--I believe that the tracking should be in on this. Unfortunately, being away, I only have access to certain information and this does not include tracking. I will speak with my colleague in the morning to check on the tracking and I'll be back as soon as I have that information.

Again, I truly apologize for all this.

Tawni

Ashlgg993

• United States

10 years ago

The amount of the winnings is $280.00
General Info

Chat start time Oct 14, 2016 3:33:45 AM EST Chat end time Oct 14, 2016 3:50:45 AM EST Duration (actual chatting time) 00:17:00 Operator Bob Bergmann

Chat Transcript

info: Please wait for a Planet 7 agent to respond.
info: Thank you for using our LiveChat Service. This is 'Vik'. Please verify your Email and Username so that I can assist you.
ashlgh993: < email removed >
ashlgh993: user is ashlgh993
ashlgh993: i am still waitig to receive a withdrawl that was approved sept
Vik: Really sorry for the delay. Allow me one second to check for you.
info: Please wait while I transfer the chat to Bob Bergmann.
info: Thank you for using our LiveChat Service. This is 'Bob Bergmann'. Please verify your Email and Username so that I can assist you.
Bob Bergmann: Hi Ashleigh
ashlgh993: < email removed >
ashlgh993: user is ashlgh993
ashlgh993: am still waitig to receive a withdrawl that was approved sept
Bob Bergmann: Let me look into that for you Ashleigh
ashlgh993: 09/15/2016 04:18 PM Check Withdrawal Approved! -$245.00
ashlgh993: 09/15/2016 04:18 PM Promo Credit Withdrawal Approved! -$105.00
Bob Bergmann: Looking that up for you
Bob Bergmann: That 105.00 is the non cashable bonus from your withdrawal request
Bob Bergmann: That 245.00 one still has not been sent from your notes.
Bob Bergmann: But I will have this escalated directly with my VIP Manager
ashlgh993: why is that
ashlgh993: i was told it was approved address verrified
Bob Bergmann: And I will give that transaction number to you to reference later.
Bob Bergmann: It was approved.
ashlgh993: 10-13 days
ashlgh993: but its a over 30 days later
Bob Bergmann: There is a 3-7 Business day window for approval from request at Planet 7
Bob Bergmann: And a 7-10 business day window for processing
Bob Bergmann: after approval
Bob Bergmann: however this is very late
Bob Bergmann: and I will have this escalated right now directly with my VIP manager, who will take it up with the finance department
ashlgh993: this has happeed before to me as well
ashlgh993: will i ever get it
Bob Bergmann: you will. Once approved you will receive your funds.
ashlgh993: i thought it was already
Bob Bergmann: Also double checked your documentation is good also.
ashlgh993: ok does this happe a lot
Bob Bergmann: It has been approved.
Bob Bergmann: Not processed yet
Bob Bergmann: But it is overdue
Bob Bergmann: That is true
Bob Bergmann: it should not have taken this long
ashlgh993: ok well will vip call me
Bob Bergmann: I will have this escalated with my manager directly. One moment while I give you those transaction details
Bob Bergmann: I can call you in a few minutes
Bob Bergmann: one moment
ashlgh993: oh i would just like email to tell me what status is
Bob Bergmann: Trans.# 52194657 9/15/2016 4:18:34 PM Check Withdrawal - Transaction approved ($245.00)
info: Your chat transcript will be sent to < email removed > at the end of your chat.
Bob Bergmann: When the withdrawals team coordinates the payment with the processor you should receive an email.
Bob Bergmann: Keep that trans. # handy
ashlgh993: ok
Bob Bergmann: helps for quick reference of this withdrawal.
Bob Bergmann: Would you like to receive a call?

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