Plangames Casino - プレイヤーの賞金が不当に差し引かれました。

Casino: PlanGames

Complaint:

Hello,

I am submitting this complaint regarding unfair and repeated deductions from my balance by PlanGames Casino, despite following their Terms and Conditions.

Background:

On June 30, 2025, I deposited €46 via MiFinity.

After depositing, I activated free spins from the manager, and then the Monday bonus of 40 free spins.

I did not use my deposit to play initially — I used the free spins only.

From the free spins (no-deposit), I won around €130, and I completed the 40x wagering requirement.

As per PlanGames' T&Cs (section 4.2), the maximum win from free spins is €100, so the casino reduced my balance to €100. I disagreed with how my €46 deposit was handled, but I accepted the €100 adjustment and continued playing.

With this adjusted balance, I played and won again, raising my balance to around €800 through normal gameplay.

Suddenly, my balance was again reduced to €100, and I was told that I should have withdrawn and redeposited the €100 before playing further.

Why this is wrong:

This requirement is not stated anywhere in the Terms and Conditions.

The T&Cs refer to maximum win, not maximum withdrawal or mandatory withdrawal/redeposit procedures.

I contacted live chat support multiple times, and no one warned me about such a condition.

I played fairly and within limits using the already adjusted balance.

This second balance reduction is, in my view, completely arbitrary and not based on the casino’s written rules. I believe I followed everything correctly and that this is a case of unfair enforcement and player treatment.

I am requesting:

The restoration of my winnings from the adjusted €100 balance.

A full review of my case in accordance with the casino’s published Terms.

I am happy to provide screenshots, balance history, and chat transcripts if needed.

Hello,

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.

• Did you contact the casino and confirm that the reduction of your balance was intentional? Did you confront the casino support with your point of view?
• Could you please explain when the incident happened? Could you please share any evidence of the balance reduction or relevant communication with the casino?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Thank you for your patience, and stay safe.

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

Dear altenhofeugen15,

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,

Tomas