Planbet Casino - O limite de depósito do jogador foi ignorado.

Good evening. My account is: 1*********. First of all I would like to say that this is the first time I have had a problem with this Casino, and apart from this situation I only have positive things to say about Casino Planbet, however, On April 24, 2025, in the responsible gaming option of Casino planbet, I kept my account deposit limit of 25€.

However, I managed to deposit a lot more than that that same day.

I have problems controlling my deposits, so I imposed this limit on my account because I hoped they would respect and protect me.

However, my request was completely ignored and they let me deposit a total of €250.

I've already contacted the live chat and emailed them with no resolution.

I asked for an immediate refund of the amount deposited from the moment I put the limit on my account.

There was no protection for the player.

I have attached photos to prove the situation.

Boa noite. A minha conta é : 1*********. Antes de mais dizer que foi a primeira vez que tive um problema com este Casino, e tirando esta situação só tenho coisas positivas a dizer sobre o Casino Planbet, no entanto, No dia 24 de Abril de 2025, na opção de jogo responsável do Casino planbet, guardei o limite de depósito da minha conta de 25€.

No entanto consegui nesse mesmo dia depositar muita mais que isso.

tenho problemas em controlar os meus depósitos, daí ter imposto este limite na minha conta pois esperava que me fossem respeitar e proteger.

No entanto o meu pedido foi completamente ignorado ao deixarem me depositar um total de 250€.

ja entrei em contacto com o chat ao vivo e já enviei email até sem resolução.

Pedia o reembolso imediato do valor depositado desde o momento em que pus o limite na minha conta.

Nao houve qualquer proteção ao jogador.

Envio em anexo fotos a comprovar a situação.

Dear Eliserra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please send us proof that the deposit limit was actually set on your account? For example, did you receive any confirmation from the casino (via email or notification) when the limit was activated? If possible, kindly provide the exact time and date when the limit was set, as well as any screenshots or documentation that could support your claim.

Could you please share your communication with the casino regarding the deposit limit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Good morning, I've sent you everything by email. Thank you

Bom dia, ja enviei tudo por email. Obrigado

Good morning, please continue to wait for a reply. I need this matter resolved as a matter of urgency

Bom dia, continua a aguardar uma resposta por favor. Preciso deste assunto resolvido com máxima urgência

Good morning, it's been 5 days and I still haven't heard back from anyone. I'm disappointed because I really hoped that Casino Guru could help me.

Bom dia já passaram 5 dias e eu continuo sem resposta de nenhuma parte. Estou desiludida pois esperava mesmo que o Casino guru me pudesse ajudar

Dear Eliserra, just to clarify, do I understand correctly that the deposit limit was set by the casino on April 25th and that it is currently still active on your account?

Good morning, I was the one who made the request for €25, so that I could control my deposits. The limit was set on April 24th, however, as you can see in the files I sent, the Casino let me deposit much more than €25.

In the meantime, on April 25, I requested self-exclusion of my account for gambling addiction via live chat, which was closed immediately.

However, to this day I haven't had any response from the Casino, I've already sent 2 emails and every time I ask in the chat I'm just told to wait.

i need this money urgently

Bom dia, fui em quem fez o pedido de 25€, para me puder controlar nos depósitos. O limite foi definido no dia 24 de Abril, no entanto e como pode ver nos ficheiros que enviei, o Casino deixou me depositar muito acima dos 25€ .

Entretanto no dia 25 de Abril pedi Autoexclusao da minha conta por vício de jogo através do chat ao vivo, a qual foi fechada de imediato.

no entanto até hoje não obtive mais alguma resposta do Casino, já enviei 2 email e sempre que pergunto no chat apensas me dizem para aguardar.

preciso desse dinheiro com urgencia

Dear Eliserra, we understand how important responsible gambling tools are, and we fully agree with you — if a casino offers the option to set a deposit limit, then it should be properly enforced. However, based on the screenshots you provided, we are unable to clearly verify the exact time and date when the deposit limit was set on your account.

Without clear and verifiable evidence showing that the limit was already active at the time the excess deposits were made, unfortunately, we cannot confirm that a system failure occurred on the casino's side.

Additionally, since your account has now been closed following your self-exclusion request, we no longer have any further steps to assist you with at this point.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.