The player from Norway had successfully verified his account and attempted a withdrawal using Mifinity, after which the casino closed his account and declared it a final decision. He provided his bank information but had not received any updates about his withdrawal, which had been pending for nearly two weeks. The Complaints Team facilitated communication with the casino, resulting in the player receiving his funds of 50,013.60 NOK. The casino also confirmed that his email would be unsubscribed from promotional communications as requested. The complaint was marked as resolved.
Plangames Casino - Player’s account has been closed.
Amount: 50,000 kr
Plangames Casino
Safety Index:Fresh casinoSafety Index
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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
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1 month ago
i won at the casino, then i vertify myu account. And they keept consisting that i should withdraw with Mifinity. so i created a mifinity. Then they wanted vertification on my Myfinity, who i provided to them, i then made a 1000kr withdraw, just to test, to be sure i did it right (first time using mifinity). Then they just closed my account, and said that it was there final dessision, and that they would contact me for the withdraw. They asked me to provid bankinfo. i did, but then nothing happened. I then asked them how long the withdrawel would take. But they wouldnt say. Its soon 2 weeks since, i dont understand why this would take so long. I wonder if the money will ever come.
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1 month ago
Hello Kulsomfaen,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Plangames Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
- Did they in any way explain the reason for blocking your account?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Dear Kulsomfaen,
Thank you for reaching out to us! We have reviewed your situation and would like to provide you with a detailed response to your concerns.
First of all, regarding your withdrawal, we would like to clarify that a bank transfer withdrawal was not possible. Due to this, our specialists requested verification of your MiFinity account to attempt the withdrawal via this method.
At this moment, you have uploaded all the necessary documents for a successful refund. Our team is awaiting a response from the finance department regarding the final steps needed to complete the transaction. Once we receive confirmation, the remaining balance of 50,013.60 NOK will be processed to your account. The first attempt will be via bank transfer, and if any issues arise, we will proceed with MiFinity.
As for your account closure, it was done in accordance with the ANTI-FRAUD POLICY outlined in our T&C:
"The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."
Our support team will remain in contact with you and will notify you as soon as the refund has been fully processed.
If you have any further questions, please don’t hesitate to reach out.
Best regards,
Plangames Casino
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1 month ago
I got the transfer. Thank u werry much! This problem is solved.
since my account now is closed… i would also like to stop reciving promotion and offers in my mail. Thank u
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1 month ago
Dear Kulsomfaen,
Thank you for promptly notifying both Casino Guru representatives and us about receiving the funds - we truly appreciate it. We are always happy to assist and resolve any situation.
Regarding your request to stop receiving promotions and offers, we will ensure that your email is unsubscribed from our mailing list.
Best regards,
Plangames Casino
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1 month ago
Dear Kulsomfaen,
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,
Nick Bacon
Casino.Guru
