Planet 7— player complaints: 47 in English

On Aug 28, 2018 I was informed by VIP Host that upper management made the decision to close my account for the following casinos. The casinos would not give me the specific reason as to why but they did state that I management approved 100% refund on all my transactions. After reaching out to them they provided me w a spread sheet showing the history of all my deposit transactions (around $12,ooo) thus telling me how much was to be refunded to me within 50 business days. All refunds were sent to processor Aug 28, 2018. From 8/29/2018 - Sept. 12, 2018 i was refunded a total of approximately 4,000.. leaving still $7,000-$8,000 to be refunded. I have reached out to the “[EDIT] processing manager via email but after sending them my credit card statements verifying no other refunds were made I have yet to hear from them. 15 RTG casinos to incclude... Silver Oak 1126.19 RoyalAce 323.11 Captain Jack 721.67 Raging Bull US 141.15 Prism Casino 701.65 Dreams Casino 911.64 Grand Fortune 471.46 Planet7 1381.23 Ruby Slots 1277.84 Slots Garden 218.49 Palace Of Chance 1294.04 Club player 488.95 Ringmaster 49.96 Slots Of Vegas 1557.51 Cool cat 382.57

I won and made several withdrawals and I am getting a run around about when they will be paid I do realize there is $2500 a week allowed and was told that because I am not playing as much it takes longer ???? I would just like to get paid

Won big and decide to withdraw $2500 on the first week. Before wired transfer withdraws I will need to provide Planet7 my ID (front and back), credit card (front and back) and a utility bill statement with my name and address. I was verified and approved, however they told me that my winnings didn’t meet their terms and I was denied. They stated that I broke the terms when I decide to play video poker and blackjack, however I won all my winning through slots and then proceed to play something different than slots. I believe I didn’t break their bonus terms since I used my own money and exceed their bonuses. The chat agent told me that I should play outright with my own money and not their bonuses. I feel like it was a bait and switch deal when they refused to give me my free spins when I first became a member and now they won’t payout my winnings of $2500.

My win was $2500. by the time they explained to me it is $2377. Now, I understand policies about the withdraw, what do not understand why it taking so long. It were approved on June 7-2018 and then it were sent to the processor on June 12-2018. Each agents tell me something different each time I chat online. I'm still wait on the FedEx tracking number to be send to my email. The agents stated that they do not have no control over that issue, but if they send it to the processors I should have a transaction number, but I guess I did not answer for one. My method of payment is by check, be sent to me. It's a long journey or either they scam me. Can you help.

I have contacted the casino serval times and have been told many differnet things. They say i dont have right documentation so i submitted that. Then they say i am missing documentation that is preventing withdraw. So now they have all documentation but now they say they cant process becuase i played the wrong games. My casino software wont allow me to play restricted games so i dont believe that. Can you help me?

This casino won’t approve any withdrawal from my account.

After 2 months, planet 7 issued me three checks for winngs. The first check cleared after 5 weeks. But the next 2 checks were not cleared. My bank, Chase, said they could not verify the funds and not only would not honor them, but also decided to close my account as a result of the deposit. I called planet 7 who's VIP host [EDIT] told me I needed to have the bank provide written documentation proving this was indeed why the funds were not being cleared and the account was being closed. Chase refused to write a letter to planet 7 and told me I needed to bring a representative from the check issuing company to the branch to verify the funds. This is, of course, impossible. I'm am now without a bank account, without my funds and without a course of action on how to resolve this issue. Because chase took the checks in for deposit, I am also without the checks in question although I do have images of the deposit and a deposit receipt. Help!!!!!

i requested a payout on 1/30/2018 @ 6:25am for the amount of $500.00. i submitted all the verification documents to them and waited for the payout. after following up numerous times, the casino states they have all the verification docs and waiting for approval for the withdrawal. on 2/22/2018 @ 5:33am i check my acct and it stated withdrawal was denied. i live chatted with customer service and finally got a supervisor, there reason is that i played blackjack and this was the reason even though i played through the necessary amount they required on slots. i told them if i was not allowed to play blackjack why didn't they restrict me from playing. i know they are able to do that cuz they did that for other deposits i made with bonus and i couldn't play certain games so they restricted me from playing by not even allowing me to get into the game. i just want what i won fairly. please let me know if you think i have a good enough complaint on my part to go further. thank you for your time

Hi, first of thank you for hearing my case. So I’ve played at planet 7 casino with a non deposit bonus, luckily after following the terms and condition of the casino and finished the play through I won. The maximum I can withdraw is $100. So right away, I’ve sent all the necessary documents on the January the 31st. Right away I have the system replying I will be notify within the next 2 business days. 7 days have passed without any notification or anything so I contacted the customer support through the live chat, and they told me I was missing some documents. Well so I resend all my documents which the same one that I already did the first time. This was on Feb 7, Again the system told me I will be notify within 2 business day. Once more I did not hear back for 5 business day I contacted customer live support then they told me my doc still incomplete. So I escalate the issue to the documents department and finally they approve it in 7 days. My withdrawal also finally approved on the feb 21 so I’m just sitting here to wait for my fund to be delivered. Oh and by the way I requested bitcoin withdrawal. Yesterday I signed in to check on the status and suddenly they told me I requested a check withdraw. I contacted the live support and asked them to fix the issue and I also provide them with my crypto address for the 4th time I provided them with it. They told me just be patient and they assured me the payout is coming. And today feb the 27th I tried to log in this morning all the sudden they locked me out of my account saying I have duplicate account with them, This is the one and only account I had with them. I’ve never play at planet 7 casino before, [EDIT] writing this complaint to you guys frustrated and exhausted after I’ve sent all the nesessary documents and following their procedure in the end they refuse to pay what I’ve won. I feel like I’m being cheated by this casino. So please if there’s anything you can do with this matter would be greatly appreciated. I’ can let this type of casino treat the players like this. I have all the proof and all the chat transcript or documents saved if needed. Thank you for helping in this matter.

No payment of numerous withdrawals, one being almost a full 3 months old. I've contacted customer service MANY times to no avail. Thanks you very much for your time and attention to this.

I have 7 withdraws pending for $15107. To date $8607 has been approved but not paid. The remainder has not yet been reviewed by the casino. They are beyond their terms and conditions for both approvals and payments. They have confirmed all of my documentation is up to date and that my wire transfer information is processed and correct. However, I can't get them to even tell me when I will be paid. I have screen shots of every request and approval. I have saved chat transcripts with their agents. I have notes from the phone calls I've made. I'm only asking that they pay me and abide by their commitments. Thank you in advance for any help!!

i WON 27,000.00 ON Planet7 Casino, First they had me email my ID, Utility bill, credit card I had used. I did that right away. then it took 2 weeks to get approved, Then they said it would be another 2 weeks, they assured me I would get my money. I did all they asked. They could only pay 2,500.00 at a time and they approved 2 of the withdraws, then I was suppose to get paid and they kept making excuses, Then 2 days ago I went onto the site and I was banned. I was furious and tried to get answers why but no one could tell me, I have sent emails I have called. I hope you can help because this is alot of money they owe me,

I won a jackpot on October 22, 2017. I requested a withdrawal later the same day. I contacted Planet 7 via chat and was told what forms I needed to submit. I emailed all of the required documents to [email protected] on the 22nd. I have spoken to customer service 3 times since then and was told on 2 of those occasions to re-submit the forms. On Thursday November 2nd I spoke to a gentleman in customer service who told me to call back first thing Friday that he would be able to walk over to the documents department and see why they haven't posted the documents to my account or if they ever got them. I called customer service first thing Friday November 3rd and spoke with [EDIT] and he told me that the person I spoke to yesterday should not have told me because customer and documents team are not located together. He told me to call back Monday. I do not have copies of anything except the emails I sent to them. Your help resolving this matter is greatly appreciated. Thanks in advance, [EDIT]

Good day Sir/Madam, I have submitted all requested documentation verification to your casino at the following email addresses which have all returned as as UNDELIVERABLE: I have an issue with sending/forwarding my personal information repeatedly to what I have assumed is a valid and trustworthy source only to have them floating around in cyber limbo! Is there a valid reason for this as I have the following pending withdrawals and would like to receive my funds at the earliest. Pending Withdrawals Request ID: [EDIT] Method: Neteller Amount: $-120.00 Date: 8/31/2017 3:05:47 PM Request ID: [EDIT] Method: Neteller Amount: $-600.00 Date: 9/2/2017 8:20:50 PM Request ID: [EDIT] Method: Neteller Amount: $-200.00 Date: 9/2/2017 9:31:41 PM I have forwarded my passport ID, credit card photo (front and back) utility bill, info on Neteller Account and your executed and signed Authorization Form …what else is required? It seems that the goal post just keeps moving. Is it really worth my time to play at your casino if this is the type of service I can expect? To be honest, I really do enjoy the games and would really not like to leave Plane7 and it’s affiliates. Thank you for your timely attention to this matter as I would like to move forward. Regards, [EDIT] [EDIT]

I am owed 900 for over a month and received a check for 100.00. It was canadian and NO BANK will take it! I want my money legally and now!

Hello my name is [EDIT]. I won a $1000 in August at Planet 7 casino. Everything have been approved, but they still haven't sent me what I won and still giving me the run-around when I chat. They never answer the phones. It take them a second to take the money off your card. I requested a withdrawal from them last year in September only to find out they put the money back on my account cause they claim they couldn't contact me which is a lie. They never called or sent a email. I won the money so I should be paid in a timely manner and he is 8-14 days. Thank you for your time

I have a withdrawal in process for several months. I have negotiated all the approvals and all the documentation received and approved. The withdrawal is apparently waiting on finance department. I have asked for the withdrawal to be escalated 5 times, and after 4 requests; I am now getting consistent evidence that finally it has been escalated, but that has now been 3 weeks. So it's taken 3 months to get to this point and now it appears I can do nothing to move it forward. Ever contact asks for patience and " everyone will get their money " At my wits end with this. My advise is to avoid Planet7 - there are tons on legitimate online casino out there! Please any help in retrieving funds would be appreciated.

I am waiting for 3 approved withdrawals, all dating 5/30/17 and before. Amounts 92.00, 683.00 and 480.00 USD. I have saved email notification of the two larger withdrawals and copies of two online chats conversations regarding requesting my withdrawals. To date they state they are still being processed.

Back in January of 2017 I requested a cashout of $2500. I included in the email all of the documentation needed for the cashout. A week later the funds were put back into my account and I received and email stating my documentation had not been approved yet and my cashout could not be processed until my docs could be approved. When I inquired about how long that would take, I was told a week. After that week went by I inquired again about my docs being approved and I was asked to be patient, that it was being worked on. I foolishly played that money all away. On 02-25-17 a month later I received an email stating that my cashout docs had been approved. On 4-2-17 I requested a cashout again for $2500 and received an email and on 4-7-17 received and email denying my request. I called to find out why and was told that they weren't sure why since all my docs had already been approved and was asked to request again. So on 4-7-17 I requested another cashout for $2000. I received an email approving the cashout on 4-12-17. It is now over 2 months later and I still have not received a check. I have had several chat conversations and been told to just be patient. I have been told my "case" has been escalated twice and have documentation of my chats. On there page it says cashouts can take up to 3 weeks. It is way past 3 weeks and I keep getting put off and told to be patient. Can you please help me? Thank you.

My total winnings of $76,416.46 has been declined and voided from my account. This is a very stressful situation I'm in right now because this was a legit Win and I feel I have been cheated out of the money I won because they made a mistake. On 2/13/17 at 12:25am I went into live chat and I asked if I had any free chip bonuses that were available. They told me it would be a moment as they looked at my account to see. While I was waiting to get a response, I went on my phone and played my 7 daily complimentary spins at 12:28am. (everything won off these spins has no max cashout) I won $400.70 off those spins, so I closed out of live chat since there was no longer any reason for me to want any type of free chip anymore. Then at 12:30am the person from Planet7 that I was in live chat with redeemed a loyalty bonus for $334.00 (with a x3 max cashout) without my consent. With out verifying it with me. I was no longer in the live chat and he/she never should have activated a free chip without first clearly verifying it with the player. My balence went from $400.70 to $734.70. I then stopped playing, knowing I had to figure this out. At 7:17pm I log back on and go straight to live chat and I ask for them to remove the loyalty bonus because it was added without my consent and that I had $400.70 to play with that I won of my daily spins. They then removed that bonus. I then play on and off for about 2-3 days and I get my withdrawable Balance up to $77,418.46 and I send in requests to withdraw my money and on 2-19-17, I receive an email that only $1,002.00 is approved for withdrawal and the other $76,416.46 was declined and voided from my account because of a $334.00 loyalty bonus with a x3 max cashout was mistakenly added without my consent. The bonus money was never played and removed as soon as I noticed their mistake. This is a life changing amount of money and I'm not settling for $1000. I spoke with [EDIT] from Planet7 on the phone 2-20-17 and he confirmed everything I said is correct but that they are really only paying me $1000 Thanks for reading my situation and I can only pray that the management will do the honest and correct thing here and at least come to an agreement for an amount for me to receive. Thanks, [EDIT]