Complaint #66 Planet 7 Casino

Would not pay withdrawal

By JokerJack

10 years ago

Message on forum

I requested a payout and was denied. Chat with customer service identified that I reach $300 in my account, I would be eligible to withdraw that amount. I got to $325+. At that time I decided to withdraw this amount. After a week of no contact by them, I contacted customer service. This agent verified that I would in fact be eligible to withdraw $325. I have screen shots of both conversations. I finally received a email yesterday advising they were sending me $108 as there was bonus deductions. I have exceeded the amount of play to offset the indicated bonus. I have read their policy, and the error on their part is they should not have deducted the bonuses. At what point do they determine what money is mine and what they believe is theirs. I know that I have been violated in this situation. This incident has been on going for a month and emails to management have gone unanswered.

Disputed Casino Planet 7 Casino

Reason Declined payment

Amount $108

Discussion

AskGamblers

• Support Team

10 years ago

We were provided with chat transcripts for both chat sessions mentioned by the player where it is clearly visible that player has never been given a misleading information from casino's support regarding bonus terms. It is clearly stated that bonus amount is non-cashable. We consider this complaint resolved and officially closed.

Planet 7 Casino

• Representative

10 years ago

Hi JokerJack,

I’ve just been reading through all of the notes as well as the chat logs on this. I see things have been explained to you clearly, so I’m puzzled as to why there is still an issue.

This is the bonus you used, along with the Terms and Conditions on it:

290% MATCH BONUS
Good for play in all Slots & Keno Games Only
No Wagering Requirements
No Limits on Withdrawals
Redeem: BLUECOLLAR1
Deposit $50 or More
(Redeem One Time Only)

As your deposit was in the amount of $75, you received a bonus in the amount of $217.50. In order to make ANY sort of withdrawal, you would have had to have had a MINIMUM of $317.50 in your account to A) cover the return of the $217.50 non-cashable bonus AND B) a MINIMUM of $100, which is the minimum withdrawal you can make on our site.

Initially, you attempted to make a withdrawal of $150, which would be denied (as explained in the previous paragraph). Mallory (the first Customer Service agent you chatted with online) explained this clearly and cancelled your withdrawal so you could continue playing. Additionally in your conversation with Mallory, a discussion pertaining to verification documents came up at which time she explained that we require a physical mailing address—P.O. boxes are strictly not accepted.

Twenty-four minutes later, you contacted live chat again, this time chatting with Seth. You asked if you faxed a bill with your physical address, would you be able to withdraw $325. Seth stated that this would be fine, so long as documentation of a physical address was received and that with a $325 withdrawal, you’d be receiving $108, once that $217.50 non-cashable bonus was removed.

As I’m writing this to you, I’m re-reading the chat logs and nowhere in that chat with Seth do you disagree or dispute anything. Nowhere in these chats can I find any sort of error on our behalf and I will forward the chat logs to AskGamblers for further verification.

Tawni

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