The player from Germany had 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 did not respond to her refund request. The issue was resolved when the casino acknowledged a technical error that temporarily lifted the deposit limit and refunded the player the appropriate amount. The player confirmed receipt of the full amount, and the complaint was marked as resolved.
Plangames Casino - Player requests refund after deposit limit issue.
Amount: €765
Plangames Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
Plangames Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.7. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months 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 months 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 months 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:
Public
Public
2 months ago
Translation
This answer doesn't make sense. I asked for a limit of €500. That means I want to deposit a maximum of €500 per month. Then I asked for the limit to be INCREASE by €200 to €700. I never mentioned in any message that I was asking for the active €500 limit to be lifted (which was already completely exhausted).
So: The limit of €500 per month should still have been active, even during the 24-hour change period. They have overridden any deposit limit without my consent.
I deposited over €750 yesterday (verifiable) and am still able to make deposits.
Your explanation makes no sense and
Automatic translation:
Public
Public
1 month ago
Translation
Dear Justins99js,
Thank you for your patience! We have forwarded your request to the relevant department and received a response on Friday.
We will refund you an amount of €265. Our technical support team has sent you a detailed email with the refund instructions. We have also temporarily blocked your account until your deposit limit is reset. By taking this measure, we ensure that no further deposits are possible during this period, allowing you to regain full control over your gaming activities.
We apologize for any inconvenience. If you have any further questions or need further assistance, please contact us.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Hallo,
Sehr nett das sie kooperieren aber dieser Betrag ist schlicht und weg einfach zu wenig. Wie oben in meiner Beschwerde zu lesen ist kann man sich genau ausrechnen wie viel erstattet werden sollte.
Zur Erklärung die Mail die ich ans casino aus diesem Grund geschickt habe: How you calculated this? Please Tell me.
This refund is defininetly Not enough.
I had an active limit of 500€ which was fully used on this day i deposited 500€. Then i asked for 700€ limit what means i want to be able to deposit 200€ more this month. I Was able to deposit 765€ on this Day. The Sum of this deposit is 1265€. How is this possible i didnt ask for a montly limit of 1265 at no time. The refund should be at least 565€/765€.
I will hipe you dont try to play with me. If you arent coorperating I will create New Tickets on any gambling Forums. I can proof any of my Words wirh Emails and my Bank account so i can Show in any forum that you doing me wrong. Thank you.
Public
Public
1 month ago
Thanks to both parties for your reply.
Dear Plangames Casino,
Could you please explain your decision why the refund is 265€?
Was the player informed the old limit would be inactive during the time a new deposit limit is set?
I'll await your explanation.
Public
Public
1 month ago
Translation
Dear Justins99js,
We would like to inform you that the refund amount calculated has been confirmed as correct after a thorough review by the relevant department. Due to a technical error in setting up your updated deposit limit, the previous limit was temporarily overridden, allowing deposits beyond the initially set limit.
On October 21st at 08:05 UTC your original limit was reset, allowing deposits of up to 500 euros.
Later on October 21, a new limit was added but not immediately confirmed, resulting in the temporary removal of all active limits.
On October 21st at 14:47 UTC, the new limit of 700 euros was officially confirmed and came into effect on October 22nd.
During the period from October 21st at 08:05 UTC to October 22nd at 14:47 UTC, deposits should have remained limited to 500 euros. However, due to a system error, a deposit of 765 euros was possible, which exceeded the limit by 265 euros. This amount will be refunded to you.
If you have any further questions, please contact us.
Best regards,
Plangames Casino
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Hello,
You are explaining this based on a daily limit of 500€, I asked for a MONTHLY limit.
The statement that the limit has been temporarily suspended is simply shocking, because why then is there the possibility of a limit? I was neither informed about it, nor was my account blocked during the "system error". I deposited €765 on the day when there was no limit, while the €500 limit I had asked for had already been reached. The refund must be €765, I think everyone can follow me on this. (I can prove all my statements with emails and payment histories.)
Automatic translation:
Public
Public
1 month ago
Translation
Dear Justins99js,
We would like to apologize once again for the inconvenience caused by the error and for not informing you about the lifting of the €500 limit. As we have already mentioned, any funds deposited above the €500 limit that should have remained active until the €700 limit came into effect will be refunded to you. This amount amounts to €265.
We would like to reiterate that the refund calculations are based on the assumption that the deposits would have remained within this limit if the original limit had not been lifted. The calculations are accurate and consistent with our system logs. Our relevant department has reviewed the matter again and confirmed the original decision.
Please let us know if you have any further questions.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Translation
This explanation is nonsense and implies that I wanted a fresh €700 limit. But I wanted to increase from €500 to €700, which means €200 more. How can you work with "assumptions" in such a case?
The €500 was used up, I deposited a total of €1265 during the whole period. The refund must be €765 because I was told in no uncertain terms that "the limit will come into effect in 24 hours". During this time, no limit was active on my account, which I noticed because I could deposit money without any problem. I deposited €765 that day.
What do readers of this article say? Deposit €1265 with the confirmed limit of €500 per month?
Automatic translation:
Public
Public
1 month ago
Translation
Just to add to this post. The casino is no longer even responding to attempts to communicate. I assume that no refund will be made at all. What kind of world do we live in where such fraudsters enrich themselves from the suffering of other people.
Automatic translation:
Public
Public
1 month ago
Translation
Dear Justins99js,
We apologize for the inconvenience caused by this situation and would like to clarify that the refund amount was calculated based on the amount over the original limit of €500, which was in place before the limit was changed to €700. Due to a temporary error, the restrictions were lifted, allowing an additional €265 to be deposited over this limit. This amount of €265 will be refunded to you as an excess of the €500 limit.
Please be assured that we are actively working to resolve this issue and the information has already been forwarded to the relevant department. We will stay in touch with you and will notify you promptly here and via the ticket once the refund has been processed.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Translation
It makes no sense at all.
Your explanation assumes that I have reset a new limit of €700. However, I only wanted to change €200 more, from €500 to €700. The €500 limit was already full, so I could deposit another €200. However, I deposited €765, so the refund is €565.
Automatic translation:
Public
Public
1 month ago
Translation
Dear Justins99js,
We would like to reiterate that due to a technical error that temporarily lifted the €500 limit before the €700 limit came into effect, you were able to deposit an additional amount of €265 over and above this initial limit. Therefore, we will refund you this amount of €265. This information has been thoroughly checked and verified by the relevant department and is correct.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Thanks for the responses from both parties.
Dear Plangames Casino,
I am under the impression the original deposit limit you are referring to in your posts was set to 500 daily instead of 500 monthly.
justins99js provided us with evidence he requested a monthly limit.
Could you please comment on this discrepancy?
Public
Public
1 month ago
Translation
Dear Tomas,
Thank you for your help in resolving this issue. We would like to clarify that the original limit was set at 500 euros per month. We apologize for any misunderstandings.
If further information is required, we will be happy to provide it in order to provide complete clarity on this matter.
Thank you again for your attention and support.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Translation
And that's exactly what makes no sense. My monthly limit of €500 had already been completely exhausted. Nevertheless, due to an error, I was able to deposit €765 that day. That doesn't make any sense.
Again: my original request was €500 per month, but that was already exhausted. Then I asked for an INCREASE of €200 to €700 per month, so that I can still deposit €200 and play.
I would still agree to a refund of 565€ because that is over the 700€ limit.
However, considering that I was assured that day the limit of 700€ would be activated after 24 hours
And since I was able to deposit €765 during those 24 hours, I think it's quite logical to get a refund of €765.
If you look at the big picture, I paid €1265 that month, which is €565 over my desired limit. So the refund should be either €565 or €765. Maybe check again.
Automatic translation:
Public
Public
1 month ago
Translation
Hi Thomas,
A question for you: Can you post pictures here for everyone to see?
If the casino does not give in, I would like to post screenshots here that confirm my argument.
Automatic translation:
Public
Public
1 month ago
Translation
The casino has now refunded €265 to my account, which is far too little. I have just sent Tomas proof that I deposited a total of €1665 during the period in which I requested a limit. €965 more than my requested limit. If required, I can post the proof here, I have everything here.
Automatic translation:
Public
Public
1 month ago
Translation
Dear Justins99js,
We apologize for the time it is taking to resolve this issue. We will re-evaluate the information to the appropriate department and ask for a thorough review and, if possible, data from the system. We thank you for your patience and will do our best to get back to you as soon as possible.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Thanks both parties for the replies and updates.
Dear Plangames Casino,
Kindly let us know how you reevaluated the case based on the provided information.
Public
Public
1 month ago
Translation
Dear Justins99js,
The matter has been re-escalated to the relevant department for review. The remaining €500 will be refunded to you. The process may take some time, but our specialists will notify you once the withdrawal request has been created. If you have any further questions, please do not hesitate to contact us.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Dear justins99js,
Please let us know when you receive the payment and in case there are any obstacles in the way.
I'll await your reply.
Public
Public
1 month ago
Translation
Hello,
I have now received the full amount. Even though it was difficult, the matter has now been resolved. Thank you for offering this platform and thank you to the casino for making the right decision in the end.
Automatic translation:
Public
Public
1 month ago
Translation
Dear Justins99js,
Thank you for informing the responsible persons at Casino Guru and us so quickly about the receipt of your funds. We value transparency and take matters related to responsible gaming with the utmost seriousness. We are pleased to hear that the situation has been resolved to your satisfaction.
If you have any further questions, we are always happy to help you and will be happy to help you solve any problems.
Best regards,
Plangames Casino
Automatic translation:
Public
Public
1 month ago
Dear justins99js,
I am relieved you reached an understanding with the casino and your refund was processed successfully. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your input and your cooperation during the process. If you ever encounter issues with any online 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
