The player from Germany set a deposit limit with the casino manager, but it was not implemented, leading to nearly €800 in excess deposits. Despite informing the casino about the need for this limit to maintain control, they are not responding to her refund request.
Plangames Casino - Player requests refund after deposit limit issue.
Amount: €765
Plangames Casino
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Case opened
Current status
Waiting for Casino Guru to reply
4d 16h 2m 9s
Case summary
yesterday
Public
Public
3 days ago
Translation
I agreed with the manager to set a deposit limit, which was confirmed to me via email. However, it was never actually implemented, allowing me to deposit nearly €800 over my limit. I specifically informed the casino that I needed this limit because otherwise, I lose control over my deposits. They failed to provide me this control, and now I have requested a refund. The casino is not responding to this request.
Automatic translation:
Public
Public
2 days ago
Dear justins99js,
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.
- Could you please clarify whether you altered the deposit monthly limit after it was set?
- Have you attempted to confirm what the deposit limit was set to before or after realizing you overspent?
- Could you please share any related communication with the casino, including the email in which you requested a refund?
- My email is tomas@casino.guru
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,
Tomas
Public
Public
2 days ago
Translation
Dear Justins99js,
Thank you for contacting us! We place great importance on a responsible gaming experience. It is very important to us that players play responsibly and have a positive experience on our platform.
We have carefully reviewed your situation and your communication with our support specialists and VIP manager. We would like to give you a detailed answer to clear up any misunderstandings.
On October 17, you contacted our support team as you wanted to set a deposit limit of €500. Your request was forwarded to the VIP Manager and within 9 hours the €500 limit was successfully applied (October 18, 2024, 08:05:56 UTC).
On October 21st, you requested to change this limit to €700 per month. Upon your request, a new limit of €700 was introduced, which was to come into effect after 24 hours. Our VIP manager informed you of this. When you were informed that the new limit had been set and would come into effect after 24 hours, during this time you deposited almost €800 over the limit. Therefore, the funds cannot be refunded.
We hope this clears up the situation. Should you have any further questions or require additional support, please do not hesitate to contact us.
Best regards,
Plangames Casino
Edited
Automatic translation:
Casino Guru is examining the case
