Plangames Casino - general discussion (page 2)

The money has now arrived, I have now requested another withdrawal to see if it always takes this long or if it was just a mistake last time. If it takes this long again, the casino is unfortunately not an option. In 2025, I can understand any player who doesn't want to wait 5 days for their money. I'll keep you updated.

Great so at least some good news. I'm curious how long the next withdrawal will take, so I'll wait for your update. I hope it will be more positive.☘️

Dear Kingeckrim,

As we mentioned earlier, the withdrawal speed may also depend on your payment system. However, our website offers a wide selection of payment methods, allowing you to choose the one that suits you best. For example, cryptocurrency wallets usually process transactions faster compared to other payment methods.

If you have any questions or need assistance with your account, please share your full email address so we can provide a more detailed response.

Best regards,

Plangames Casino

Well, the fact is that an incredible amount of time passes between each individual process. There are casinos that process or send out the payout within minutes after a withdrawal has been requested. Unfortunately, I cannot confirm this at your casino. Maybe that is okay for other people, but for me it is an exclusion criterion.

Best regards

Dear Kingeckrim,

We understand that fast withdrawals are an important factor for many players. While we always strive to process requests as quickly as possible, the processing time can vary depending on the chosen payment method. Funds usually reach our players' accounts quickly. However, occasional short delays may occur, for example, on the payment provider's side, and this factor is beyond our control. Some methods, like cryptocurrency wallets, typically offer faster transactions.

We appreciate your feedback and will continue working to optimize our processes. If you have any further questions or need assistance, feel free to reach out.

Best regards,

Plangames Casino

Dear Casino Guru Team,

I am filing an official complaint against PlanGames Casino for repeated and unjustified reductions to my account balance, despite following all bonus rules stated in their Terms and Conditions. The actions taken by the casino are arbitrary, contradict the written terms, and show a lack of transparency and fair play.

---

📆 Timeline of Events:

On June 30, 2025, I deposited €46 via MiFinity.

After the deposit, I first activated free spins from the manager, then the 40 free spins from the Monday bonus.

I did not use my deposit to play at this point — only the free spins.

I won approximately €130 from the free spins and fully completed the 40x wagering requirement.

---

✅ First Balance Adjustment:

PlanGames applied their T&C rule (Section 4.2) which states that the maximum win from no-deposit free spins is €100.

→ My balance was reduced to €100, and although I disagreed (especially because my real deposit was ignored), I accepted this adjustment and moved on.

---

🎮 Fair Play After Adjustment:

Using the adjusted €100 balance, I continued playing fairly and increased my balance to around €800.

At this point, I had complied fully with the bonus terms, and the €100 was now clean, valid money — no longer connected to the free spin bonus.

---

❌ Second Unjustified Reduction:

PlanGames then reduced my balance again to €100, claiming that I should have withdrawn and re-deposited the €100 before continuing to play.

This is absolutely not stated anywhere in the Terms and Conditions.

Section 4.2 refers to "maximum win from free spins", not "maximum payout"

There is no rule about being forced to withdraw and redeposit the adjusted amount

The balance had already been adjusted — I was playing with a clean slate

I also contacted live chat multiple times, and no one ever informed me of such a rule.

---

⚖️ Legal Steps and Consumer Rights:

I am covered by legal expenses insurance (Rechtsschutzversicherung) and I am now preparing legal action.

Unless my rightful balance (earned after the €100 adjustment) is restored within 24 hours, I will:

1. File a formal legal complaint based on breach of contract, including interest and costs

2. Publish my experience publicly on Trustpilot, AskGamblers, and other platforms

3. Notify the appropriate licensing authority depending on the casino’s jurisdiction

---

📝 My Request:

I kindly ask that PlanGames:

Restores my legitimately earned balance after the €100 adjustment

Reviews the case in full transparency, based on its own T&Cs

Provides a written and justified explanation, with direct reference to the exact T&C clause, if my request is denied

I am prepared to share screenshots, transaction logs, chat transcripts, and game history as needed.

Hello, I see that you made significant improvements using ChatGPT.

Essentially, the text's complexity obscures the primary issue from the outset. But don't worry, I'll help you follow the steps needed:

You follow the complaints workflow here at Casino Guru starting with these instructions:

https://casino.guru/complaint-resolution-instructions

then proceed to submit the request accordingly: https://casino.guru/complaints/create 👈

My advice? It might be beneficial to set aside the demand and legal aspects, as well as any consumer rights issues, since we are not legal experts.

Instead, focus on providing a clear and straightforward description of the problem; specific bonus terms and details would be much more effective.

Then you will be directly assigned your own complaint advisor.

Do not hesitate to ask if you need something.

Has been resolved and the amount refunded

I see... Such a statement was not nocessary after all 😀. I'm glad it gets resolved promptly. Thank you for the update.

Thanks! It's a good thing, Casino Guru. It's a weight against unfair decisions made by casinos.

We are doing our best. Thank you so much for your kind words, though! Please let us know if you ever find yourself in a tight spot or simply want to talk. 🙂

Dear Altenhofeugen15,

Thank you for reaching out! We have carefully reviewed your case and would like to provide a complete response to clarify any misunderstandings.

According to our system, on 2025-06-30 at 10:39:04 UTC, you received 50 free spins as part of the LP – Loyalty Support Bonus – Elvis Frog Trueways promotion. You completed wagering these spins on 2025-06-30 at 11:28:47 UTC, with total winnings of €6.86. This amount was credited to your account on the same day, and you completed the wagering requirement for these winnings on 2025-06-30 at 15:21:54 UTC.

In the meantime, on 2025-06-30 at 11:23:12 UTC, you made a deposit of €46.25.

We would like to highlight that, as stated in Section 4.2 of our Bonus Terms & Conditions:

"The maximum winnings from no deposit free spins are €100 or the equivalent in the player’s currency."

Since your winnings exceeded this limit, and the deposit was made during the bonus wagering period, the deposited funds were mistakenly included in the deduction. As a result, a total of €722.34 was deducted from your account, including both the bonus winnings and your deposit.

After you contacted our technical support team, the situation was thoroughly rechecked and escalated to the appropriate department for further investigation. You were informed of this step.

Following the decision of the administration, on 2025-07-04 at 08:11:39 UTC, the full amount of €722.34, which had been previously deducted, was returned to your account.

We sincerely apologize for the inconvenience caused. However, we would like to emphasize that we operate strictly in accordance with the established Terms & Conditions. In this case, an exception was made due to the mistaken inclusion of your deposit in the deduction and in recognition of your status as an active player.

If you have any further questions, please don’t hesitate to contact us. Remember, we are always here to assist you – 24/7 via Live Chat or by email at support@plangames.com.

Best regards,

Plangames Casino