Plangames Casino - Player's winnings have been confiscated.

I am writing to share my experience with Plangames Casino, as I’ve encountered an issue regarding a claim of violating their bonus terms and conditions, which I believe is a mistake.

I received a message from the casino stating that I had exceeded the maximum bet limit while playing with an active bonus. The specific bet in question was allegedly 55 euros. However, after thoroughly reviewing the situation, I can confidently say that no such bet was placed, as the maximum bet limit for the game in question would not have allowed for a bet of this amount.

To make matters worse, when I checked the bet history, it clearly shows that the bet size was 55 euros. This is simply not possible, as the game’s bet limits would not allow for a 55-euro wager. I suspect that this is a mistake in the casino's system or a future update that incorrectly recorded the bet amount.

When I contacted their support team, they informed me that there was nothing they could do about the situation, despite my belief that this was an error on their part. The winnings were confiscated, and the deposit amount was left on my balance.

I have now requested my full bet history under the EU General Data Protection Regulation (GDPR), as per their procedures, but the casino requested personal details to verify my identity. I have provided them with the necessary information, but I have not heard back from them since.

Given that I have not been able to resolve this issue through direct communication with their support team, I am now reaching out to the Casino Guru forum for advice and assistance. Has anyone else encountered similar issues with Plangames Casino, especially with incorrect bet history or bonus term violations? Any help or guidance would be greatly appreciated.

Dear doubleda,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with Plangames Casino regarding the alleged violation of their bonus terms and conditions. I understand how frustrating this situation must be, especially when you believe the bet amount recorded is incorrect.

To better understand the issue and to help you as effectively as possible, I would like to ask you a few questions:

• Could you please confirm if you purchased any in-game features (such as bonus buys or special spins) while wagering the bonus? Sometimes these features can affect the recorded bet amount.
• Do you recall the exact game you were playing when this bet was allegedly placed? This information can help us check the game’s bet limits and investigate whether an error may have occurred.
• Could you provide any details from your bet history that might help us verify your claims?
• Have you received any further communication from the casino since you submitted your personal details for identity verification?

Your cooperation is crucial for us to proceed with this case and to advocate on your behalf. The more information you can provide, the better we can understand the situation and work towards a fair resolution.

If you have any relevant communication or documents related to this issue, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Doubleda,

We appreciate you taking the time to share your concerns. We have thoroughly reviewed your case and would like to provide a detailed response to clarify any misunderstandings.

According to our system records, the exceeded bet limits occurred in the game Jesters Joy. Please note that each game has its own features and mechanics. While this particular game does not allow a single bet of 55 EUR, it does offer the ability to gamble your winnings. For example, if we consider a 55 EUR bet, it could mean that you placed 11 bets of 5 EUR each, but for wagering purposes, the total bet amount counted was 55 EUR - i.e., all bets within the round.

Using this feature while an active bonus is in play constitutes a violation, as stated in section 1.5 of our Bonus Terms & Conditions, which you agreed to upon registration:

"Purchasing any game features (including but not limited to ’respin’) will add to your bet amount."

According to this rule, the responsibility for using any game features lies with the player.

As a result, since Rule 1.5 was violated, the winnings were confiscated from your account:

"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."

Regarding the bet history you requested, our team has forwarded your inquiry to the relevant department, and once we receive a response, we will provide you with the requested data.

If you have any further questions, we will be happy to assist you.

Best regards,

Plangames Casino

Dear Petronela and Plangames Casino Team,

Thank you for your responses and for reviewing my case. I appreciate your efforts to clarify the situation, but I must respectfully disagree with Plangames Casino’s explanation regarding the alleged 55 EUR bet violation in the game Jesters Joy. I am confident that there has been an error in your system, and I would like to provide additional evidence and clarification to support my position.

Bet Limits in Jesters Joy: As shown in the screenshot I’ve attached (and as can be verified on the Casino Guru demo site for Jesters Joy at https://casino.guru/jesters-joy-slot-play-free), the game’s bet size options are strictly limited to predefined amounts. The available bet sizes range from 0.10 EUR to 150.00 EUR, with no option to place multiple bets (e.g., 11 bets of 5 EUR each) or accumulate bets within a single round to total 55 EUR. The interface only allows selecting a single bet size per spin, and I never selected a bet exceeding the maximum allowed limit of 5 EUR while the bonus was active.

No Use of Double-Up or Gamble Features: I can confirm that I did not use any in-game features, such as the double-up or gamble function, during my gameplay with the active bonus. I only clicked a single bet size per spin, as per the standard mechanics of the game. This is evident from the game’s design, which does not allow for the accumulation of bets or the use of features that would increase the bet amount beyond the selected value.

System Error or Misrecording: Given the game’s mechanics and the bet options shown in the screenshot, it is impossible for me to have placed a 55 EUR bet or 11 bets of 5 EUR each in a single round. I strongly suspect that this is a mistake or misrecording on Plangames Casino’s backend system, possibly due to a technical glitch or an update error, as the bet history you provided does not align with the game’s actual functionality.

Request for Further Investigation: I request that Plangames Casino escalate this issue to their software provider for a thorough investigation. I am willing to assist in this process and suggest that you contact the game provider to confirm the bet limits and mechanics of Jesters Joy. This would help verify that the recorded 55 EUR bet is incorrect and that no violation of the bonus terms occurred on my part.

GDPR Bet History Request: I have already submitted a request for my full bet history under the EU General Data Protection Regulation (GDPR) and provided the necessary personal details for identity verification. However, I have not received any updates since my last communication. I kindly urge Plangames Casino to provide the requested bet history promptly, as this would help clarify the discrepancy.

I have attached the screenshot of the Jesters Joy bet options for reference, which clearly demonstrates that a 55 EUR or 11 x 5 EUR bet is not possible within the game’s interface. I trust that, with this evidence and further investigation, we can resolve this issue fairly and restore my confiscated winnings, as I firmly believe I have not violated the bonus terms.

Petronela, I appreciate your support in advocating on my behalf and look forward to your guidance on how to proceed. Plangames Casino, I hope you will reconsider your position and work with me and your software provider to rectify this error.

Thank you for your attention to this matter. I await your prompt response.

Best regards,

doubleda

Dear Plangames Casino,

Thank you for your response and for providing some clarification on the situation. I appreciate the explanation, but as the player has indicated, they strongly believe that a system error or misrecording is the cause of the issue.

To help resolve this matter efficiently, I kindly request that you forward the player’s full bet history, including any relevant data, to my email at petronela.k@casino.guru. This will allow us to conduct a thorough review and ensure that all facts are clear.

I trust that we can work together to investigate the situation and find a fair resolution.

Thank you for your cooperation.

Dear Petronela,

Thank you for your help in resolving this matter! We are still investigating the situation and have requested all the necessary information from the relevant departments. As soon as we receive a response, all the required materials will be sent to your email.

Best regards,

Plangames Casino

Dear Doubleda and Petronela,

Thank you for your patience while we worked on resolving this situation!

We have received a response regarding the requested information. Our investigation confirmed that you did not exceed the maximum allowed bet while playing with an active bonus. You won the Two Way Pay feature and In-Game Free Spins during those rounds. These features are part of the game mechanics and cannot be influenced by players in any way.

However, the game is configured on the provider’s side in a way that caused our system to display the total bet amount per round. We have already contacted the provider regarding this matter to prevent such misunderstandings in the future.

Given the above, a refund of your winnings in the amount of 3,081.00 EUR will be processed.

For a successful refund, you need to verify your card and provide a selfie with your ID and a handwritten note stating: "Hello [Casino Name], [current date]." Please note that the paper used for the note should not be plain white. It must be either lined or squared. Our specialists have also sent you an email with detailed instructions for completing the refund process.

Regarding the bet history you requested, it was sent to you on February 27, 2025.

Please note that your account will remain blocked in accordance with the ANTI-FRAUD POLICY outlined in our T&Cs:

"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."

If you have any further questions, we will be happy to assist you.

Best regards,

Plangames Casino

Dear Plangames Casino,

Thank you for your prompt response and cooperation in this matter. I appreciate your efforts in investigating the situation thoroughly and providing the necessary information to help us move forward. It’s great to hear that the refund of 3,081.00 EUR will be processed, and that steps are being taken to prevent any future misunderstandings.

Hi doubleda,

Thank you for your patience throughout this process. Please follow the instructions provided by Plangames Casino to verify your card and submit the requested selfie with your ID and handwritten note as outlined in their email. The note must be written on lined or squared paper, not plain white.

Once you’ve completed the necessary steps, please keep me updated on your progress, and don’t hesitate to reach out if you need further assistance.

Thank you again for your cooperation.

Sorry I haven't seen this.

I will have this asap thank you.

Dear Doubleda,

Our specialists have sent emails to you with all the necessary information for a successful refund, but we have not received a response. Please contact our specialists via 24/7 Live Chat or at support@plangames.com. We will be waiting for your reply.

Best regards,

Plangames Casino

Hi doubleda,

Thank you for your message.

I wanted to check in and see if there have been any updates on your side regarding the verification process. Have you been able to follow the instructions from Plangames Casino to verify your card and submit the required selfie with your ID and handwritten note?

Please keep me informed of your progress, and don’t hesitate to reach out if you encounter any issues or need further assistance.

Looking forward to hearing from you soon.

Dear doubleda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Doubleda,

Thank you for providing all the necessary information for the successful processing of your refund. We are pleased to inform you that the refund of 3,081 EUR has been successfully processed on our end on 2025-04-04 at 07:11:38 UTC. Our specialists have also sent you an email with this information.

Please notify the representatives of Casino Guru and us as soon as the funds reach your account.

Best regards,

Plangames Casino