Planbet - The SMS Code That Stops Arriving | Review 2026
- → Our own deposit and withdrawal both completed without problems
- → But three players from three countries describe the SMS withdrawal code working for deposits and small payouts, then failing on large ones, with the same 48-hour script from support
- → One player reports being paid EUR 10,000 of a EUR 25,000 win, then every attempt at the remaining EUR 15,000 failing on the code, and his account being blocked
- → The terms provide for video call verification as an alternative. He states it was never offered
- → Several players in India and Pakistan report deposits debited and never credited, posting UTR numbers and player IDs
- → Two reviewers state the company does not pay its affiliates
- → No operating company and no licence number appear anywhere in the terms
- → Registering requires you to warrant that you do not have a gambling addiction. There are no self-exclusion or limit tools at all
- → Trustpilot sits at 1.4
📊 Expert Scores
👍 Pros & Cons
- Our own deposit and withdrawal both completed without obstruction
- The complaints policy in section 5 is the most detailed we have read, with a six month window, defined response times and a named ADR route
- Responsible gaming complaints are prioritised with a stated five working day resolution target
- The terms provide for video call or postal verification as alternatives to standard document checks
- Withdrawal requests are stated as processed 24/7
- A very large sportsbook with unusually deep bet type coverage and worked examples for each
- Maximum return per bet is EUR 50,000
- No service charge on Bitcoin deposits or withdrawals
- The casino replies to most negative reviews rather than ignoring them
Pros
- Three players from three countries report the SMS withdrawal code failing specifically on large payouts
- One player reports EUR 15,000 unpaid after a EUR 10,000 instalment went through normally
- The terms allow video call verification as an alternative, and players report being refused it when SMS failed
- Several players in India and Pakistan report deposits debited and never credited
- Two reviewers state the company does not pay its affiliates
- No operating company or licence number appears anywhere in the terms
- Registering requires you to warrant that you do not suffer from gambling addiction
- No self-exclusion, cooling-off or deposit limit tools exist in the terms
- Verification can last up to 180 days under a clause about payment system requirements
- Accounts are blocked after 3 months of inactivity
- Players report document loops where each submission is followed by a request for something else
- The complaints section promises an ADR entity while describing it as not yet effective
- Trustpilot sits at 1.4, the lowest score in our rankings
Cons
🎁 Bonuses & Promotions
The bonus terms are not in the published document.
Section 6.3 describes the bonus programme in general terms and then points to separate pages for each offer. No wagering multiplier appears anywhere. The only requirement stated is that a bonus "must be redeemed by wagering the deposit amount", which tells you nothing about how many times.
What is actually stated
- Registration bonus: make a deposit, then wager the deposit amount. Multiplier not given
- Deposit bonuses: available only to "active customers who make daily transactions". Named offers include Lucky Friday and x2 Friday, with terms on separate pages
- Gifts: free spins and promo codes, with or without wagering. The terms say to check each one individually
- Tournaments: register with a Take part button; prizes credited within 72 hours
The "Take part in bonus offers" box in your account must be ticked before you are eligible for anything, and every personal data field must be filled in.
What is missing
At most casinos we can tell you the wagering multiplier, the maximum cashout, the max bet during bonus play, the game contribution table and the excluded games list before you deposit. Here we can tell you none of it.
There is no maximum bet clause in this document at all. That could mean there is no limit, which would be unusually generous — or it could mean the limit sits in the individual offer terms where we cannot read it. Assume the second. Our max bet rule page explains why this is the clause that voids more winnings than any other.
Rules that are stated and worth knowing
One bonus per customer, family, address, shared computer, shared IP, email, bank account, card and payment system account. That is a broader list than most.
Only one gift may be active at a time. Others must be inactive, suspended or cancelled.
Promo codes only work on your main wallet. Using one on a secondary currency wallet cancels the offer and loses any wagering progress.
Gift winnings expire with the gift. The expiry date shows in the Bonuses and gifts section.
Failure to produce identity documents when the Security team asks results in forfeiture of bonuses and winnings. The terms specify this may include a photograph of you holding your ID with your face clearly visible, or verification by telephone.
The company may alter, suspend or terminate any bonus offer at any time, and may review transaction logs and void bonuses where it judges a strategy abusive.
The clause that matters more than any bonus
Section 6.2 requires you to place bets totalling the sum of all your deposits, at minimum odds of 1.1, before a withdrawal is permitted. It adds that high-volume low-impact betting does not count, naming opposite-outcome bets in roulette, baccarat, craps and dice.
So depositing and withdrawing without playing is not possible, with or without a bonus.
What we would do
Ask support in writing, before depositing, for the wagering multiplier, the maximum cashout and the maximum bet during bonus play. Keep the reply.
And weigh it against the rest of this review. A bonus whose terms you cannot read, at a casino where three players describe withdrawals failing at the verification step, is not a risk worth taking for an unstated benefit.
Note on bonus codes: Promo codes mentioned in this review were accurate at the time of writing but may have changed. For current, verified codes that are checked daily, see our No Deposit Bonus Codes page. If any of the terms above are unfamiliar, our bonus terms decoder explains what each clause means in practice.
💳 Payment Methods
📝 Full Review
Our own deposit and withdrawal at Planbet both completed without problems. We are recommending against it anyway, and the reason is specific.
Three players, from Slovenia, Portugal and Greece, describe the same thing: the SMS code required to authorise a withdrawal arrives for deposits and for smaller payouts, and stops arriving on large ones. All three report the same answer from support — come back in 48 hours. One of them was paid €10,000 of a €25,000 win before the codes stopped.
Planbet is a sportsbook with a casino attached. Trustpilot sits at 1.4, the lowest score of any casino in our rankings.
Our test
Author's test: Deposit, play and withdrawal all completed without problems.
We are stating that plainly, and we are not going to let it do more work than it can.
Our withdrawal was an ordinary amount from an ordinary account. The complaints below are not about whether this casino can pay. They are about what happens at a specific threshold, and our test did not reach it.
Read the Portuguese case further down before you decide what our clean payout tells you. He was paid €10,000 without difficulty too.
The SMS code pattern
Planbet requires an SMS verification code to authorise a withdrawal. Three players describe that code failing, in the same way, at the same point.
Slovenia, October 2026. A player describes submitting documents repeatedly, then being logged out of his computer and unable to log back in because the verification code would not arrive. In an update he states his documents were approved, but "now i cannot get the code for withdrawal." Support told him that because he had recently changed device they could not send a code, and he should return in 48 hours. His own observation: "Same story as other people described."
Greece, May 2026. A player posting his account number states that for a week he has been unable to withdraw because no SMS code arrives. He states he was told the code had been sent and to return in 48 hours, and that when he asked for the code by email instead, nothing came either.
Portugal, September 2026. The case below, which is the most detailed complaint we have read at any casino.
Three countries, three accounts, one mechanism, and the same 48-hour instruction.
The €25,000 case
This complaint deserves its own section because of who wrote it and what he checked.
A Portuguese player states he has been a customer of this group's brands for many years and has brought dozens of players to them — that is, he was an affiliate, not a casual customer.
On 7 September 2026 he won €25,000. Planbet paid €10,000 the same day, without any problem.
Every subsequent withdrawal of the remaining €15,000 failed because the SMS verification code never arrived. He adds: "My phone receives SMS from every other sender."
His account was then blocked.
His framing is the sharpest summary of the pattern anyone has written:
"A verification system that works for every deposit and for the first €10,000, and stops working exactly when €15,000 is owed, is not something I can accept as a technical fault."
The part we could check
He cites sections 6.1 and 21 of the terms, stating they provide for verification by video call or telephone, and that none was offered.
He is right about the terms. Section 6.1 states that management "reserves the right to conduct a video conference as a part of the identity verification process (or by requesting a video of the documents), and/or request for the documents to be sent by post."
The bonus section adds that identity may be confirmed "via telephone." So alternative verification routes are written into Planbet's own document. If SMS delivery genuinely fails, the casino has at least three other methods available to it, by its own terms.
That does not prove bad faith. SMS delivery does fail, carriers do block shortcodes, and a support agent may simply not know the alternatives exist.
But it does mean the problem is solvable with the tools the casino has already written down, and three players across three countries describe it not being solved.
What he says he is doing about it
He states he has sent a formal notice with a 48-hour deadline, and that if unpaid he will file with the Curaçao Gaming Authority, Casino Guru and AskGamblers.
He also makes a claim we could not verify and are passing on for you to check: that both of the company's licences show "Assessment in progress" in the official Curaçao registry.
We cannot confirm that, and the terms name no licence number to look up. If you can find a licence number on the site, searching the Curaçao Gaming Authority register takes about a minute and is worth doing before you deposit anything.
Deposits that never arrived
A separate group of complaints concerns money going in rather than out, and these come with the most documentation.
An Indian player states he deposited ₹1,000 by Paytm UPI on 11 August 2026, posts the receiving UPI ID, the UTR reference number and his player ID, and states the money was debited from his bank and never credited. He states he emailed both the payments and support addresses with proof and received no response.
A second Indian player describes ₹1,000 by Google Pay not credited, being told the amount was rejected, sending a bank statement, being given a wrong email address, and then being told there was a technical glitch in the email system.
A third states three payments were taken and never credited, posting his ID.
A Pakistani player describes depositing 12,000 on 10 July and a withdrawal of 21,000 showing as successfully delivered on 11 July that never reached his account. He states that when he queried it, "they sent me fake edited slip", and that after eight days of providing bank statements and call records the matter was unresolved. He posts his gaming ID.
Posting a UTR number and a player ID publicly is a meaningful thing to do. It is checkable by the casino, it identifies the complainant, and it is not what someone inventing a grievance usually does.
Document loops and withdrawal delays
A third group describes neither a blocked code nor a missing deposit, simply a process that does not finish.
A Danish player with twelve reviews describes the mechanism precisely: "Ask for a document receive it, then wait 3 days and ask for another this has going on for too long."
A Bangladeshi player states he had to make 29 withdrawal requests for a single withdrawal, which took 14 days.
Another states a withdrawal of BDT 3,250 requested on 6 June was still pending ten days later, with the same answer each time: no update from the technical department.
A Pakistani player: "Wait 48 hours just to be rejected again and again."
That 48-hour figure appears in four separate complaints from four countries. It appears to be a standard script rather than a case-specific estimate.
The affiliate complaints
Two reviewers state Planbet does not pay its affiliates.
One is blunt: "They dont pay affiliates. They make up excuses." The other is the player in the €25,000 case, who describes himself as having brought dozens of players to the group's brands over many years.
We are including this because it is relevant to how this review exists. Sites like ours are funded by affiliate commission. A company that reportedly withholds payment from its own partners is one whose published offers to affiliates mean less than they appear to.
Planbet's response to the affiliate complaint asked for an account ID and registered email so the case could be checked, which is a reasonable reply. We do not know what followed.
The clause about gambling addiction
Section 2 of the terms contains a sentence we have not seen at any other casino in our rankings.
"By registering and playing on the website, you confirm that you do not suffer from a gambling addiction."
It is reinforced immediately afterwards. The list of people not allowed to place bets includes minors, participants in the events being bet on, representatives of other bookmakers — and "individuals who have problems with gambling addiction."
Read what that construction does. It is not a protection. It is a warranty you give the casino at registration, and a category you place yourself outside of by ticking a box.
A player who later develops a problem has, under this wording, breached a term rather than acquired a right to help. And the terms contain no self-exclusion, no cooling-off period, no deposit limits and no session limits of any kind — the mechanisms that exist precisely because people cannot reliably self-assess this.
If you need to stop playing, do not look for a tool here, because there is not one. A bank-level gambling block or blocking software such as BetBlocker works without any casino's cooperation. Gambling Help Online in Australia is on 1800 858 858, free and 24 hours. New Zealand's Gambling Helpline is on 0800 654 655 or free text 8006. In Canada, support runs province by province. Our self-exclusion page covers all of it.
No operator, no licence
We read the full terms. The opening definition reads: "PLANBET ('PLANBET', 'Website', 'Company', 'we', 'us', 'our')."
That is the entire identification. No registered company name, no registration number, no address, no licence number, no regulator and no governing law clause.
The complaints section refers to an ADR entity without naming one, and describes it in a way that suggests it is not yet operational: "our internal complaint process and ADR mechanism (once effective)."
One clue about scale: section 6.1 states that if an account is blocked, access is lost to "all websites associated with Company" — confirming a network of sites that the terms never name.
Our casino groups page covers how to check ownership yourself in about two minutes.
Where Planbet is better than its record
Two things here are genuinely good on paper, and it would be dishonest not to say so.
The complaints policy is the most detailed we have read
Section 5 sets out defined timelines that most casinos in our rankings do not attempt:
- Six months to lodge a complaint, free of charge. Most casinos allow 7 to 30 days
- Responsible gaming complaints prioritised, with a five working day resolution target and written acknowledgement within two working days
- Four weeks for all other complaints, extendable once with written notice
- A formal Complaint Submission Form and a dedicated address at complaints@planbet.com
- A stated right to refer to an independent ADR entity at no cost
That is a well-drafted process. The difficulty is that the complaints on this page describe emails going unanswered for weeks, and the ADR entity is unnamed and described as not yet effective.
Use it anyway. A documented complaint submitted on the correct form, to the correct address, within the stated window is the strongest position you can be in — and if the timelines are missed, that failure is itself evidence for a regulator.
Alternative verification exists in the terms
Video conference, video of documents, documents by post, and telephone confirmation are all named. If an SMS code will not arrive, quote section 6.1 back to support and request one of those instead, in writing.
Clauses worth knowing before you deposit
Verification can run to 180 days
Section 6.2 states that the company may initiate verification of a customer's payments and request additional information from the payment system, that the account may be blocked during this process, and that "according to the terms of some payment systems, the verification procedure can last up to a maximum of 180 days."
Six months, with the account blocked, is the longest hold we have found written into any terms document.
You must turn over the sum of all deposits
Bets totalling your total deposits, at minimum odds of 1.1. Opposite-outcome betting in roulette, baccarat, craps and dice is explicitly excluded from counting.
Accounts are blocked after 3 months of inactivity
Unblocking requires contacting the Security team by email. Three months is the shortest inactivity period we have found, matched only by one other casino in our rankings.
E-wallet deposits can block cash withdrawals
The Security Service may "decline cash withdrawal requests if deposits were made through e-payment systems." Your deposit method constrains your withdrawal options in ways the cashier does not explain.
Your card statement will not say Planbet
The terms state: "Your credit card statement will read 'Betting_deposit'."
Different billing descriptors are normal. But if you ever need to dispute a payment, knowing in advance what name appears on your statement matters.
Two different complaint deadlines
Section 5 gives you six months. Section 8 states complaints about results must be submitted within 10 calendar days from the end of the event.
Where a document contradicts itself, assume the shorter deadline applies and act early.
Bets can be refused without a reason
"The bookmaker reserves the right to refuse to accept a bet from any individual without giving a reason."
One Portuguese player describes depositing, placing a small bet, and being instantly locked out of both betting and the casino. He states support told him they could limit and block him without giving a reason. The terms support that.
Where to complain
Start with the complaints process, because it is written down and gives you a six month window. Use the Complaint Submission Form and send it to complaints@planbet.com. Keep a copy and note the date.
If the stated timelines pass, you have documented evidence of a failure to follow a published procedure, which is a stronger position than a general grievance.
Then escalate externally. Casino Guru and AskGamblers both run free complaints services with real resolution records and publish cases whether or not the casino engages. The player in the €25,000 case names both.
For the regulator, you will need the licence number from the site footer, since the terms name none.
Our complaints guide covers how to prepare a submission. For a blocked-code case specifically, gather: screenshots of each failed withdrawal attempt with timestamps, the support transcripts showing the 48-hour instruction, evidence that your phone receives other SMS normally, and a written request for alternative verification citing section 6.1.
Verdict
We do not recommend Planbet, and our own clean withdrawal does not change that.
We were paid. So was the Portuguese player — €10,000 of a €25,000 win, the same day, without difficulty. What happened next is the entire point of this review: every attempt at the remaining €15,000 failed because an SMS code stopped arriving, and the account was blocked.
Two more players, in Slovenia and Greece, describe the same failure at the same stage, with the same 48-hour script from support. The terms provide for video verification, a video of documents, postal documents and telephone confirmation as alternatives. Three players describe none being offered.
Alongside that: several players in India and Pakistan reporting deposits debited and never credited, posting UTR numbers and player IDs; a Bangladeshi player describing 29 withdrawal requests for one payout; a Danish player describing a document loop where each submission triggers a request for something else; and two reviewers stating the company does not pay its affiliates.
The terms name no operating company, no licence and no governing law. They allow verification to run for 180 days with the account blocked. And they ask you to warrant, at registration, that you do not have a gambling addiction, while providing no self-exclusion, cooling-off or limit tools of any kind.
Trustpilot sits at 1.4. That is the lowest figure in our rankings, and we have checked the page carefully enough to say it is not the product of one angry week.
The complaints policy is genuinely well drafted, with a six month window and defined response times most casinos do not attempt. We would use it. We would not rely on it.
If you are playing here: complete verification the day you register, and confirm your phone reliably receives the code before you have a balance worth withdrawing. Test with a small withdrawal early. If the code fails, quote section 6.1 in writing and request video or telephone verification rather than waiting out another 48 hours. Keep every screenshot and transcript. Use a payment method you can trace from your own side.
And do not let a successful small payout persuade you. That is the part of this record that should stay with you: ours worked, his worked, and then it did not.
Alternatives are in our Australian casino rankings.
We earn commission when readers sign up at most casinos we review, and that funds the deposits and withdrawal tests this site runs on. We have not placed one here.
Two reviewers on this casino's page state it does not pay its affiliates, which is its own kind of answer. Our affiliate disclosure explains how this site is funded, and our methodology sets out when we remove a link.
A withdrawal that stalls. An account closed without explanation. Winnings confiscated. A bonus that behaved differently from the published terms. If any of that happens to you here, contact us with the dates, the amounts, and what support actually told you. Screenshots help.
This casino names no dispute body in its terms, so there is no formal route to escalate to. Our complaints guide covers the independent mediators that are left when an operator names nothing.
What we do with it: we read every report, check it against the casino's own terms, and update this review where a pattern emerges across more than one player. Ratings on this site move both ways, and player reports are part of why. Nothing identifying gets published without asking you first.
What we cannot do: we are not a mediator and have no authority over any casino. What we can do is make sure the next person reading this page knows. Casinos that did not pay us are listed here.
🌍 Available Regions
Australia
New Zealand
Canada
Regional availability can change without notice, and individual states or provinces may be restricted even where the casino serves the wider market. Check the casino's own terms before registering.