The player from North Rhine-Westphalia had requested self-exclusion for gambling addiction but was able to log into his account and deposit €459.00 after submitting the request. He sought a refund for the money spent during this time and wished to permanently close his account. The issue was resolved as the player was informed that he would receive a refund for the funds spent, totaling €459, after providing sufficient evidence of his self-exclusion request. The casino's investigation confirmed the refund processing procedure, and the player marked the complaint as resolved after receiving the refund.
Plangames Casino - Player requests account closure and refund.
Resolved
Our verdict
Case closed
Amount: €459
Plangames Casino
Safety Index:Fresh casinoCase summary
Discussion
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4 months ago
Translation
I applied for a self-exclusion for gambling addiction via email on October 5, 2025. On October 7, 2025, I was able to log in without any problems and have since deposited another €459.00 into the casino.
I hereby request a refund of the money lost between October 7 and 9 and permanently close my account.
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4 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Mrfleck,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
You may also contact our support team at support@plangames.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials. If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@plangames.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits.
Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru. Also, do I understand correctly that you still have access to your casino account?
Thank you very much in advance.
Best regards,
Kristina
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4 months ago
TranslationHello Kristina,
Thank you for your message.
I have forwarded the relevant email to you.
I currently still have full access to the account and can make further deposits.
At the same time, I also requested self-exclusion from other casinos due to gambling addiction. I received a response within 24 hours and was excluded accordingly. Unfortunately, this was not the case with Plangames. I subsequently deposited €459.00 there from October 7-9.
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4 months ago
Dear Mrfleck,
Thank you for contacting us! Please note that our casino is licensed and operates strictly in accordance with the established Terms & Conditions. We take such statements very seriously, and we have conducted an internal review of your inquiry. We would like to provide a full response in order to clear up any possible misunderstanding.
First of all, we would like to point out that, according to our records, you have not had any communication with our support specialists at all. No requests or messages were recorded either via email or Live Chat.
We kindly ask you to provide screenshots showing any correspondence or contact with our support team regarding this matter.
In addition, please be informed that your account has just been closed due to the statements made in your complaint.
You may share the screenshots here, or send them to us 24/7 via our Live Chat or at support@plangames.com. It is very important for us to fully understand the situation, and we will be waiting for your response.
Kind regards,
Plangames Casino
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4 months ago
TranslationLadies and Gentlemen
Thank you for your message.
I forwarded my email requesting the suspension of my account due to gambling addiction, dated October 5, 2025, to the email address you provided. I also forwarded the email to Kristina from Casinoguru.
If you need further information, please contact me.
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4 months ago
TranslationHello Plangames Casino,
Have you been able to review the process in the meantime? Unfortunately, I haven't received any feedback from you yet.
I would appreciate a short update.
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4 months ago
TranslationI received an email today from Plangames Casino requesting a video/screen recording of me opening the email requesting self-exclusion and providing it to Plangames. I complied with this request with the following email:
Dear Plangames Casino Team,
Thank you for your message.
I am attaching the requested video as proof of my email requesting self-exclusion dated 05.10.25.
After your review, please refund the payments made between October 7 and October 9, 2025, to the following account:
Account holder: XXX
IBAN: XXX
BIC: XXX
Thank you for your support.
If you need further information, please feel free to contact me.
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4 months ago
Dear Mrfleck,
Thank you for your response! The relevant department has received the screenshot of the email you provided; however, we have not received any such messages from you in our mailbox. Therefore, we will require some additional information from you to investigate further regarding your case and the email you sent.
In this regard, our specialists have sent you an email requesting that you provide a video recording showing you accessing your mailbox, locating the highlighted email, and opening it.
Please reply to their email with the requested video so that we can continue investigating this matter.
Kind regards,
Plangames Casino
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4 months ago
Dear Mrfleck,
We have just received your email with the video. Thank you for your prompt response. We will do our best to get back to you as soon as possible with an update on your case.
Kind regards,
Plangames Casino
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4 months ago
Hello everyone,
Thank you both for your replies and cooperation.
Dear Plangames Casino,
Please get back to us when you finish the review of the video. We really appreciate any updates you can provide.
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4 months ago
TranslationGood day everybody,
I just received confirmation that the amount I was able to deposit after my self-exclusion will be refunded. I will contact you again as soon as the money has been credited to my account.
Attached is the email from Plangames:
Thank you for your understanding and patience. Your deposit will be refunded manually. Please send us an email with the following information:
Account holder name: X (full name must be provided)
Account holder's address: X (physical address: city, street, building)
Account holder's email address: X
Date of birth: X
Bank name: X (full name of your bank)
Bank address: X (physical address: city, street, building)
IBAN: X
SWIFT (or BIC): X
Please make sure you provide us with the correct information so that our financial colleagues don't have any difficulties and you're not repeatedly asked to double-check the information you provided. Since we're dealing with personnel, it's better to have all the information in order, which significantly speeds up the process.
Always remember that our support team is here to help with any issues you may encounter during the game. So if you have any questions or need assistance, simply contact us via Live Chat. We'll be happy to help. Thank you for your patience, and have a nice day!
If you have any questions or doubts, please do not hesitate to contact us via email or live chat.
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4 months ago
Dear Mrfleck,
We are pleased to inform you that the investigation into your case has been completed. We have reviewed all communication channels, and unfortunately, we were unable to locate your email in any of them.
However, since you have provided sufficient evidence that the message was sent, you will receive a refund for the funds you spent in the casino from the moment you requested your account closure.The total refund amount will be €459. Our specialists will send you a detailed email regarding the refund processing procedure.
If you have any further questions, we will be happy to assist you.
Kind regards,
Plangames Casino
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4 months ago
TranslationHello everyone,
I received the refund today.
I would like to thank Plangames Casino very much for the good cooperation and quick response to my queries.
And thanks to Casinoguru for taking care of this case. I will therefore close this case.
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mrfleck,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
