Pledoo Casino - Player's account has been closed without reason.

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.

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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