Pledoo Casino - Player’s account has been reopened after self-exclusion.

A few days ago I contacted their support and clearly asked for a permanent self-exclusion because I was struggling with gambling addiction. The agent confirmed that my account was blocked.

Unfortunately, like many people with this problem, after a few days I got frustrated and in a moment of weakness I wrote to them asking to reactivate the account. They reopened it immediately, without any questions, cooling-off period, or responsible gambling checks.

Right after that I made impulsive deposits and lost around €1000 – exactly the money I was trying to protect by requesting the block in the first place.

I contacted them again, explained the whole situation and asked for at least a partial refund as a goodwill gesture. They refused, saying everything was voluntary and then blocked me permanently...

I feel this is really unfair. If a player tells you directly "I have a gambling problem, block me permanently", the casino shouldn’t just reopen the account after one emotional message.

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Dear Oski2275,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika