Complaint #636 Planet 7 Casino

Waiting nearly 3 months to be paid

By Debra9798

9 years ago

I have been waiting since Jan26th (date email receive that my withdrawl was approved) for $2275 dollars to be deposited into my Neteller account. I have followed all the rules, waited the requested time, sent email and still no money. See the following emails:

Email received 1/26/2017
Hi Debra,
Login: Debra9798
Congratulations, you're a winner!

You will be happy to know that your recent withdrawal request for $2,275.00 has been approved.

You can expect your payment to be made within the next 10 to 20 business days, assuming you have sent all the documentation required to process your withdrawal.

In some cases this process could take longer, and in such cases your patience is appreciated. Should you wish to follow up, please allow at least 20 business days before contacting our staff.

Email received March 12th
Subject: My Withdraw

Dear Debra,

This is Franny Glass with Planet 7 Casino.

Thank you very much for contacting us, please know we are aware of the seriousness of the situation. Based on your status your documents it was received and sent to its proper department and need to be verified to then be able to shoot up the payment to the the Finance Department. Please know it has not been a year since the company moved from Costa Rica to Prague. Still making new changes to provide nothing but the best for our clients. Please bear with us, we are taking steps to improve customer care. First step is the documents to be placed on your account and then we can move forward.

Sincerely,

Franny < surname removed >

and now email received March 29th, 2017
On Mon, Mar 20, 2017 at 11:18 AM, Planet 7 Support < [email protected] > wrote:

Subject: My Withdraw

Dear Customer,

This is Irene with Planet 7 Casino. Unfortunately, your documents are still not filed; I see it took some time already. If it has been more than one week since you sent them, come to our live chat so we can help you faster.

Sincerely,

Irene

I have sent them all the documents again today. Although Fanny said they had them.

What a terrible run around. But I will be patient a little longer.......

Disputed Casino Planet 7 Casino

Reason Delayed payment

Amount $2275

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Debra9798

• United States

9 years ago

Its a miracle! Wire received into my account this morning! I am so excited because I love the site and the games but was unwilling to play until this was resolved. I have to say this is possibly the worst customer service I have ever encountered until Tawni got involved. Thank you Tawni and Ask Gamblers for helping me resolve this issue. Planet 7 has miles of improvement to do with their customer service, because it shouldn't come to this. Happy Gaming!

Planet 7 Casino

• Representative

9 years ago

Hi Debra--

I'm sorry for all the back and forth, but at least I have some better news today. ;-)

Your payment is now set to go off to be processed. With this in mind, I'm hoping your tracking will be in before the end of the week--certainly it should arrive early next week (at the absolute latest). As soon as I receive the tracking, I will come back and update this thread.

Take care,\

Tawni

Debra9798

• United States

9 years ago

Business day number 4. Wire promised in 3 to 6 business days... 2 more business days to go.............

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

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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

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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

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My Payments

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Resolved

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I am fully verified and won $3,600 and made a withdrawal for $2500

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Resolved

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Planet 7 took 5K winnings

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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

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Rejected

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Everyone, stay away from this scam casino!!

They aren't responding to anything I do.

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Rejected

$100