I actually won money, and after collecting winnings of 6k, I was downgraded from VIP1, and am no longer allowed to use promotions. The T&C claims if you are deemed by the casino to be a "professional" you cannot play with promotions (bonuses). This is ridiculous. It goes without saying we all play and at times pay good money in order to actually win. Also, my winnings were $14k. I gave 8k BACK to the casino.
Regarding payouts: the entire process was beyond brutal. I asked upon joining what I could proactively do to expedite any winning withdrawals. I was provided only the credit card authorization form. After winning, I had to come to Askgamblers for help to get my money. The casino makes it extremely hard to get your winnings, and they violated their T&C regarding payouts.
Regarding customer service: All the casino hosts are extremely pleasant. That said, they can provide nothing more than scripted, canned responses of "will escalate", "check back in 3 days", only to be told again "will escalate" and "check back in 3 days" and on and on. I have saved chats that are pages long, with nothing but unhelpful communication.
After I joined they actually removed their phone support, and responses to emails ceased. So you can only chat with very nice folks who can't provide real answers.
It's too bad as I liked playing at Planet7. Needless to say, I've closed my account.