The player from Germany successfully converted bonus money into a balance of €4,600 but later discovered that her entire balance had been deleted after attempting a €4,000 withdrawal. The payout team refused to process the withdrawal, citing a breach during the bonus period, which the player disputed. After reviewing the game history provided by the player, it was noted that multiple bets of €10 had been placed during the bonus wagering period, which led to the confiscation of her winnings. Consequently, the confiscation was deemed justified, and no further assistance could be provided in this case.
Plangames Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €4,600
Plangames Casino
Safety Index:Fresh casinoCase summary
Discussion
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3 months ago
Translation
After I converted the bonus money into real money, I had a balance of €4600.
Then I transferred €4,000 into my account. After a few hours, I checked to see how far the payment had gone.
Then I realized that my entire balance had been deleted.
When I asked, I was initially told that I had apparently placed a bet. I was able to refute that, and then they said I had wagered over €10 within the bonus period.
I had an excerpt of the game sent to me.
There is no violation of the permitted use to be found.
Support says I'm in the right, but the people who pay out the money refuse.
I find this unbelievable and ask for your help
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience
Our position regarding the breach of the maximum rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected]. You should be able to gather the required records of your activity from casino support in .csv format or a similar format we can explore efficiently.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
I met the turnover requirement before I wagered a larger amount.
I can send them the game progress.
I don't know how to send the history.
Can you help me with this??
Kind regards
Edited
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3 months ago
Translation
I met the turnover requirement before I wagered a larger amount.
I can send them the game progress.
I don't know how to send the history.
Can you help me with this??
Kind regards
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Sensitive attachment
Sensitive attachment
3 months ago
Dear Angela1933,
Thank you for reaching out to us! We have carefully reviewed your situation and would like to provide a detailed response to avoid any misunderstandings.
According to our system records, on 2025-08-07 at 04:53:40 UTC, you activated a first deposit bonus. Please note that under section 1.5 of our Bonus Terms & Conditions, which all players agree to upon registering on our website:
"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ‘respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Plangames reserves the right to confiscate the winnings."
During the wagering period of this bonus, you placed several bets of 10 EUR, exceeding the maximum bet allowed. As a result, your winnings in the amount of 4944.50 EUR were confiscated.
Our technical support specialists have also informed you about this matter previously and provided you with all the necessary details in response to your questions, as well as the betting history, allowing you to review the exact bets yourself.
Please remember that we are always here for you, and if you have any further questions, we are happy to assist you 24/7 via Live Chat or at [email protected].
Best regards,
Plangames Casino
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3 months ago
Translation
I had to wager the bonus 40 times. I did that too, so it would become real money and then I only used 10 euros because it was already real money...see gameplay
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3 months ago
Translation
If you add up sections D and F you will see that I had met the turnover requirements before I started playing with 10 euros.
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3 months ago
Thanks to both parties for your replies.
Dear Player,
Thanks for your cooperation and for sharing your game history, allowing us to review the situation.
I went over the records you provided, and unfortunately, I can observe multiple bets made on PlinkoXY and Take My Plinko games in the value of 10€ early on during the wagering of your welcome bonus.
After the wagering of the bonus was complete, you continued to play with the money that would be confiscated; your balance continued to fluctuate in such a way that you ultimately gained an unfair advantage, allowing you to reach a win.
Due to these circumstances, we consider the confiscation of your winnings justified and won't be able to assist you with this case further.
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 issues with any online casino in the future.
