Plangames Casino - Jugador solicita cierre de cuenta y reembolso.

I applied for a self-exclusion for gambling addiction via email on October 5, 2025. On October 7, 2025, I was able to log in without any problems and have since deposited another €459.00 into the casino.

I hereby request a refund of the money lost between October 7 and 9 and permanently close my account.

Ich habe am 05.10.25 einen Selbstausschuss wegen Spielsucht via Mail beantragt. Am 07.10.25 konnte ich mich problemlos einloggen und habe seitdem weitere 459,00 Euro in das Casino eingezahlt.

Ich möchte hiermit um Rückzahlung des verlorenen Geldes in der Zeit vom 07.10.-09.10. bitten und mein Konto dauerhaft schließen.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mrfleck,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials. If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at [email protected] in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits.

Could you please forward me the self-exclusion requests that you sent to the casino? My email address is [email protected]. Also, do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hello Kristina,

Thank you for your message.

I have forwarded the relevant email to you.

I currently still have full access to the account and can make further deposits.

At the same time, I also requested self-exclusion from other casinos due to gambling addiction. I received a response within 24 hours and was excluded accordingly. Unfortunately, this was not the case with Plangames. I subsequently deposited €459.00 there from October 7-9.

Hallo Kristina,

vielen Dank für deine Nachricht.

Ich habe dir die entsprechende E-Mail weitergeleitet.

Ich habe aktuell noch vollen Zugriff auf das Konto und kann weitere Einzahlungen vornehmen.

Ich habe zeitgleich anderen Casinos ebenfalls aufgrund von Spielsucht um Selbstausschuss gebeten, dort habe ich innerhalb von 24 Stunden jeweils eine Antwort erhalten und wurde entsprechend ausgeschlossen. Nur bei Plangames leider nicht. Daraufhin habe ich dort vom 07.-09.10 noch 459,00 Euro eingezahlt....

Dear Mrfleck,

Thank you for contacting us! Please note that our casino is licensed and operates strictly in accordance with the established Terms & Conditions. We take such statements very seriously, and we have conducted an internal review of your inquiry. We would like to provide a full response in order to clear up any possible misunderstanding.

First of all, we would like to point out that, according to our records, you have not had any communication with our support specialists at all. No requests or messages were recorded either via email or Live Chat.

We kindly ask you to provide screenshots showing any correspondence or contact with our support team regarding this matter.

In addition, please be informed that your account has just been closed due to the statements made in your complaint.

You may share the screenshots here, or send them to us 24/7 via our Live Chat or at [email protected]. It is very important for us to fully understand the situation, and we will be waiting for your response.

Kind regards,

Plangames Casino

Ladies and Gentlemen

Thank you for your message.

I forwarded my email requesting the suspension of my account due to gambling addiction, dated October 5, 2025, to the email address you provided. I also forwarded the email to Kristina from Casinoguru.

If you need further information, please contact me.

Sehr geehrte Damen und Herren,

vielen Dank für Ihre Nachricht.

Ich habe Ihnen meine E-Mail mit der Bitte um Sperrung meines Kontos aufgrund von Spielsucht vom 05.10.25 an die von Ihnen genannte E-Mail weitergeleitet. Kristina von Casinoguru habe ich ebenfalls die Mail weitergeleitet.

Falls Sie weitere Informationen benötigen, melden Sie sich bei mir.

Hello Plangames Casino,

Have you been able to review the process in the meantime? Unfortunately, I haven't received any feedback from you yet.

I would appreciate a short update.

Guten Tag Plangames Casino,

konnten Sie den Vorgang in der Zwischenzeit schon prüfen? Ich habe bisher leider noch keine Rückmeldung von Ihnen erhalten.

Über ein kurzes Update würde ich mich freuen.

I received an email today from Plangames Casino requesting a video/screen recording of me opening the email requesting self-exclusion and providing it to Plangames. I complied with this request with the following email:

Dear Plangames Casino Team,

Thank you for your message.

I am attaching the requested video as proof of my email requesting self-exclusion dated 05.10.25.

After your review, please refund the payments made between October 7 and October 9, 2025, to the following account:

Account holder: XXX

IBAN: XXX

BIC: XXX

Thank you for your support.

If you need further information, please feel free to contact me.

Ich habe heute eine E-Mail vom Plangames Casino erhalten, mit der Bitte ein Video/Screenrecord von meinem Bildschirm zu machen, wie ich die E-Mail mit der Bitte um Selbstausschluss öffne und Plangames zur Verfügung stellen. Dieser Bitte bin ich mit folgender E-Mail nachgekommen:

Sehr geehrtes Plangames Casino Team,

vielen Dank für Ihre Nachricht.

Anbei das gewünschte Video als Nachweis meiner E-Mail mit der Bitte um Selbstausschluss vom 05.10.25.

Bitte erstatten Sie mir nach Ihrer Prüfung die geleisteten Zahlungen zwischen dem 07.10.-09.10.25 auf folgendes Konto:

Kontoinhaber: XXX

IBAN: XXX

BIC: XXX

Vielen Dank für Ihre Unterstützung.

Sollten Sie weitere Informationen benötigen, melden Sie sich bitte gerne bei mir.

Dear Mrfleck,

Thank you for your response! The relevant department has received the screenshot of the email you provided; however, we have not received any such messages from you in our mailbox. Therefore, we will require some additional information from you to investigate further regarding your case and the email you sent.

In this regard, our specialists have sent you an email requesting that you provide a video recording showing you accessing your mailbox, locating the highlighted email, and opening it.

Please reply to their email with the requested video so that we can continue investigating this matter.

Kind regards,

Plangames Casino

Dear Mrfleck,

We have just received your email with the video. Thank you for your prompt response. We will do our best to get back to you as soon as possible with an update on your case.

Kind regards,

Plangames Casino

Hello everyone,

Thank you both for your replies and cooperation.

Dear Plangames Casino,

Please get back to us when you finish the review of the video. We really appreciate any updates you can provide.

Good day everybody,

I just received confirmation that the amount I was able to deposit after my self-exclusion will be refunded. I will contact you again as soon as the money has been credited to my account.

Attached is the email from Plangames:

Thank you for your understanding and patience. Your deposit will be refunded manually. Please send us an email with the following information:

Account holder name: X (full name must be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Date of birth: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

IBAN: X

SWIFT (or BIC): X

Please make sure you provide us with the correct information so that our financial colleagues don't have any difficulties and you're not repeatedly asked to double-check the information you provided. Since we're dealing with personnel, it's better to have all the information in order, which significantly speeds up the process.

Always remember that our support team is here to help with any issues you may encounter during the game. So if you have any questions or need assistance, simply contact us via Live Chat. We'll be happy to help. Thank you for your patience, and have a nice day!

If you have any questions or doubts, please do not hesitate to contact us via email or live chat.

Guten Tag zusammen,

ich habe soeben die Bestätigung erhalten, dass der Betrag, der nach meinem Selbstausschluss eingezahlt werden konnte, erstattet wird. Sobald das Geld auf meinem Konto eingegangen ist, werde ich mich erneut melden.

Anbei die Mail von Plangames:

Wir danken Ihnen für Ihr Verständnis und Ihre Geduld. Die Rückerstattung Ihrer Anzahlung erfolgt manuell. Senden Sie uns dazu bitte eine E-Mail mit den folgenden Informationen:

Name des Kontoinhabers: X (vollständiger Name muss angegeben werden)

Adresse des Kontoinhabers: X (physische Adresse: Ort, Straße, Gebäude)

E-Mail-Adresse des Kontoinhabers: X

Geburtsdatum : X

Bankname: X (vollständiger Name Ihrer Bank)

Bankadresse: X (physische Adresse: Stadt, Straße, Gebäude)

IBAN: X

SWIFT (oder BIC): X

Bitte stellen Sie sicher, dass Sie uns die korrekten Daten zur Verfügung stellen, damit unsere Finanzkollegen keine Schwierigkeiten haben und Sie nicht immer wieder aufgefordert werden, die angegebenen Daten noch einmal zu überprüfen. Da es sich um Personal handelt, ist es besser, alle Daten in Ordnung zu haben, was den Prozess erheblich beschleunigt.

Denken Sie immer daran, dass unser Support-Team Ihnen bei allen Problemen während des Spiels zur Seite steht. Sollten Sie also etwas unklar sein oder Hilfe benötigen, kontaktieren Sie uns einfach über den LiveChat. Wir helfen Ihnen gerne weiter. Vielen Dank für Ihre Geduld und einen schönen Tag!

Sollten Sie Fragen oder Zweifel haben, zögern Sie bitte nicht, uns per E-Mail oder Live-Chat zu kontaktieren.

Dear Mrfleck,

We are pleased to inform you that the investigation into your case has been completed. We have reviewed all communication channels, and unfortunately, we were unable to locate your email in any of them.

However, since you have provided sufficient evidence that the message was sent, you will receive a refund for the funds you spent in the casino from the moment you requested your account closure.The total refund amount will be €459. Our specialists will send you a detailed email regarding the refund processing procedure.

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

Kind regards,

Plangames Casino

Hello everyone,

I received the refund today.

I would like to thank Plangames Casino very much for the good cooperation and quick response to my queries.

And thanks to Casinoguru for taking care of this case. I will therefore close this case.

Hallo zusammen,

ich habe die Rückzahlung heute erhalten.

Ich möchte mich vielmals bei Plangames Casino für die gute Zusammenarbeit sowie schnelle Reaktion bei Rückfragen bedanken.

Und Danke an Casinoguru für die Betreuung des Falles. Ich werde den Fall somit schließen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mrfleck,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina