Pledoo Casino - A conta do jogador foi encerrada sem motivo aparente.

I found this casino from a website that lists some top casinos and their offers and games. From there i visited the site and created an account and made my first deposit using this welcome offer the casino has. In total i made 3x 100e deposits, and on the last deposit I had won 2850,75e after the wagering requirements were met. Then i proceeded with the KYC-process normally.

After this KYC process was completed, they required a video call with me, which i did, and it lasted for 40 minutes. They asked all kind of weird questions about the game i played, f.e what symbols pay the most, what is the bonus game like, what bet did i use.

Also they asked about my personal information in the video call, address, internet provider, what device i am using etc. Also they asked how much i play casinoes in general. Felt like i am in a interrogation, not like they are doing a standard KYC process with customer.

After this phone call, one day later, i got this email from them just saying that "if they have reasonable suspiciouns that fraudulent activitity is at play, clients winnings can be voided and account blocked." "Therefore your account has been permanently blocked and all bets have been deemed illegitimate. And your last payment will be returned to the last payment method used."

Therefore i did not get my winnings as i should, and apparently they will return me the last deposit amount of 100 euros.

This is 100% refusal to pay from their side, without any real reason, since i asked to their questions and verified it is me with KYC and this video call.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rmawin,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you submitted all information truthfully during the registration process?
• Has the casino indicated that there might be a problem with approving specific documents?

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,

Attila

Thank you for such a quick response!

I focused only on casino slot games.

Yes of course all the information i have given is 100% correct and there has not been any issue with the documents. Atleast for what information i have been given by the casino.

After sending the documents for kyc process, they required this video call as additional procedure, and in the email they said it is standard thing to do for my and the casinos security. It was very weird.

Dear Rmawin,

Thank you for your response.

Could you please forward the documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Email sent!

[Redacted]

Dear Rmawin,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you very much for all the help! I will stay put and wait for hopefully a justified result on my case of the winnings on the casino. Have a great spring time!

[redacted by Casino Guru]

Dear Rmawin,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Pledoo Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Pledoo Casino representative to join this conversation and participate in resolving this complaint.

Dear Pledoo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Igor,

Thank you for your patience!

We have sent you an email.

Dear Pledoo Casino,

Thank you very much for your email and the evidence you have provided.

I have replied to your email requesting additional information.

Please let me know once you have had a chance to reply.

Dear Igor,

We have received your email and have sent the requested additional details in our reply.

Dear Rmawin,

In one of the conversations outside of this thread, you mentioned that the casino accused you of being with someone else in the room.

I have reviewed all the evidence shared so far but could not find such a message. Could you please forward me this message?

Alternatively, if it was already shared and I missed it, please let me know which email you were referring to.

Thank you for your patience and cooperation so far.

They did it during the video phone call. They first asked if i am with someone, which i answered no. Then they asked again, in more accusing way.

Dear Rmawin,

I have reached out to you via email in order to receive additional information and evidence.

Please review the email and let me know once you have a chance to reply.

Email answered!

Dear Pledoo Casino,

I have sent you an additional email.

Please review it and let me know your point of view. Thank you.

Dear Igor,

Thank you for your email.

A response has been sent to you via email.

Dear Rmawin,

Thank you very much for your patience.

Could you please specify which payment method you used to deposit at this casino?

Feel free to share any evidence related to this.

Hello,

I used bank transfer to make my deposits. I will send you receipts from my bank via email.

Thank you!

Dear Pledoo Casino,

I have replied to your email once again.

I would kindly ask you to review it and let me know your point of view.

Thank you for your cooperation so far.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

I have managed to get in touch with the casino representative outside of this thread. They promised to address the issue as soon as possible.

Therefore, I will reset the timer for the casino once again. Hopefully, they will reply and provide information crucial to this case.

Hello!

We are pleased to confirm that the case has been fully reviewed and the customer's account has been unblocked.

Dear, Rony

You may now proceed with a withdrawal request.

Dear Pledoo Casino,

Thank you very much for your message, as well as for the email and the information confirming that the account has been reinstated.

Dear Rmawin,

I am glad to inform you that your account has been reopened, and you can now request the withdrawal.

Please let us know once you do so and receive your money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Thank you so much for helping me with this matter! The account is active again and i just made the withdrawal request. I will let you know as soon as the withdrawal has reached my bank account and then i will mark this case resolved. 🙂

Dear Rmawin,

Please let us know once you have withdrawn your money.

Additionally, please use the Resolve button to close this complaint as resolved. Thank you.

Dear Rmawin,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru