The player from Portugal was frustrated because Casino Planbet had allowed her to exceed her self-imposed deposit limit of €25, which she had set for responsible gaming. Despite having contacted customer support, she did not receive a resolution and requested a refund of the excess amount deposited. The Complaints Team acknowledged the importance of responsible gambling tools but was unable to verify the activation of the deposit limit based on the evidence provided. Consequently, the complaint was rejected due to the lack of clear proof of a system failure, and the player's account closure following her self-exclusion request limited further assistance.
Planbet Casino - Player’s deposit limit was ignored.
Closed
Our verdict
Insufficient evidence from player
Amount: €250
Planbet Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
Good evening. My account is: 1*********. First of all I would like to say that this is the first time I have had a problem with this Casino, and apart from this situation I only have positive things to say about Casino Planbet, however, On April 24, 2025, in the responsible gaming option of Casino planbet, I kept my account deposit limit of 25€.
However, I managed to deposit a lot more than that that same day.
I have problems controlling my deposits, so I imposed this limit on my account because I hoped they would respect and protect me.
However, my request was completely ignored and they let me deposit a total of €250.
I've already contacted the live chat and emailed them with no resolution.
I asked for an immediate refund of the amount deposited from the moment I put the limit on my account.
There was no protection for the player.
I have attached photos to prove the situation.
Edited by a Casino Guru admin
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10 months ago
Dear Eliserra,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please send us proof that the deposit limit was actually set on your account? For example, did you receive any confirmation from the casino (via email or notification) when the limit was activated? If possible, kindly provide the exact time and date when the limit was set, as well as any screenshots or documentation that could support your claim.
Could you please share your communication with the casino regarding the deposit limit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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10 months ago
TranslationGood morning, I've sent you everything by email. Thank you
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10 months ago
TranslationGood morning, please continue to wait for a reply. I need this matter resolved as a matter of urgency
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10 months ago
TranslationGood morning, it's been 5 days and I still haven't heard back from anyone. I'm disappointed because I really hoped that Casino Guru could help me.
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10 months ago
Dear Eliserra, just to clarify, do I understand correctly that the deposit limit was set by the casino on April 25th and that it is currently still active on your account?
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10 months ago
TranslationGood morning, I was the one who made the request for €25, so that I could control my deposits. The limit was set on April 24th, however, as you can see in the files I sent, the Casino let me deposit much more than €25.
In the meantime, on April 25, I requested self-exclusion of my account for gambling addiction via live chat, which was closed immediately.
However, to this day I haven't had any response from the Casino, I've already sent 2 emails and every time I ask in the chat I'm just told to wait.
i need this money urgently
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10 months ago
Dear Eliserra, we understand how important responsible gambling tools are, and we fully agree with you — if a casino offers the option to set a deposit limit, then it should be properly enforced. However, based on the screenshots you provided, we are unable to clearly verify the exact time and date when the deposit limit was set on your account.
Without clear and verifiable evidence showing that the limit was already active at the time the excess deposits were made, unfortunately, we cannot confirm that a system failure occurred on the casino's side.
Additionally, since your account has now been closed following your self-exclusion request, we no longer have any further steps to assist you with at this point.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
