Plangames Casino - Player's payout has been delayed.

Subject: Delayed Payment of 5827€ from Plangames Casino

Dear Casino Guru Team,

I am filing a complaint against Plangames Casino due to a delayed payment of 5827€, processed on June 2, 2025, which I have not

Payment Method: Bank Transfer to LHV Pank

Expected Processing Time: The casino stated bank transfers take 3-7 business days.

Current Status: As of June 18, 2025 (12 business days after processing), the funds have not been credited to my account.

Communication with Casino: I have corresponded with the casino’s support team via email.

They claim the payment was sent but have requested a PDF bank statement from May 29, 2025, to the present for verification. I believe they should provide a transaction receipt, as they initiated the payment, to allow my bank to investigate.

Evidence Provided:

Attached email correspondence confirming the payment was processed on June 2, 2025, and their request for a bank statement.

I can provide a bank statement or screenshot showing the payment has not been received.

Background

I completed the casino’s verification process, including providing a selfie with my ID and bank details, as requested. On June 2, 2025, the casino notified me that the payment was processed. Despite follow-ups on June 9 and June 18, 2025, the funds remain missing, and the casino has not provided a transaction receipt.

Request for Assistance

I have waited beyond the stated processing time and am concerned about the delay. I kindly request your assistance in mediating with Plangames Casino to ensure I receive my winnings or obtain a transaction receipt to investigate further with my bank.

Thank you for your support. Please let me know if you require additional information.

Sincerely,

Dear robbiethebrother,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Plangames Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the casino offered to investigate the issue on the condition that you provide them with a bank statement from June 2025?
• Was the payout processed as a single payment or multiple payments to your knowledge?
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Seems like they paid.

Dear Robbiethebrother,

Thank you for reaching out. We’d like to clarify that a refund in the amount of €2,000 was approved on 2025-05-26 at 13:54:34 UTC, and a further amount of €3,827.42 was approved on 2025-05-30 at 14:26:55 UTC. However, please note that delays can sometimes occur on the payment provider’s side, which is beyond our control.

Yesterday, you contacted our support chat and informed us that the funds had still not been credited to your account. You also requested proof showing that the money was sent from our side. Your request was immediately forwarded to the relevant department for further processing. Additionally, we asked you to provide a PDF bank statement starting from the date the withdrawal was processed, so that we could investigate the matter thoroughly. However, you declined this and instead requested documentation confirming that the money was sent to your bank account.

We are always happy to assist, resolve any situation fully, and eliminate any misunderstandings. We appreciate you keeping both the Casino Guru representatives and us informed once the funds were received.

If you have any further questions, we’ll be glad to help.

Best regards,

Plangames Casino

Thanks to both parties for your reply.

Dear robbiethebrother,

• Could you please confirm whether the amount was refunded in full from your point of view?

Please let me know.

Alternatively, you can choose an option to confirm and close the complaint directly if you believe the issue has been resolved.

Its paid!!! 🙂

Dear robbiethebrother,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru