The player from Germany requested the immediate closure of her Pledoo account, which she had attempted to close multiple times since February 2025, citing gambling addiction. Despite her repeated requests, she did not receive a response and sought a refund of all deposits made after her initial closure request. The complaint was not upheld because her self-exclusion requests were not consistently submitted through the casino’s designated security email and were interspersed with continued gambling activity. It was determined that the casino did not fail to act on a valid responsible gaming request, as no timely and proper self-exclusion request had been made. Consequently, the losses incurred during this period were not considered refundable, and the complaint was rejected.
Pledoo Casino - Player's account remains open despite repeated requests.
Closed
Our verdict
Unjustified complaint
Amount: €8,000
Pledoo Casino
Safety Index:HighCase summary
Discussion
