Pledoo Casino - Player’s account verification is delayed.

Hi Casino Guru,

I’m reaching out to file a complaint about how Pledoo Casino has handled my account verification process. It’s been a very frustrating experience, and I hope you can help me get some clarity and resolution.

First off, I did the video call with their security team as they requested. However, the process quickly became unreasonable. They gave me a one-hour deadline to submit a bank statement, which was impossible for me to meet. I use Luxon, and they don’t issue regular bank statements, so I had to contact their support team to get a special signed document. This took longer than I was given, but I eventually managed to provide the document.

On top of that, during the verification process, they asked a lot of absurd questions about things like the colors of the slots I was playing, which felt completely unnecessary and out of line. As a gambler, I’ve already provided all the information they requested, including the video call, and I followed all their instructions to the best of my ability.

The real issue, however, has been the lack of response from Pledoo.

After I submitted the necessary document, I haven’t received any updates or communication from them at all. I’ve reached out multiple times by email and even on Skype, but no one is getting back to me. It’s really frustrating to be ignored after going through all these steps.

The whole process has felt really stressful, especially with the ridiculous time frame they set for document submission. I’ve done everything I was asked to do, and now I’m just being left in the dark.

Could you please help me get this sorted out? I just want to complete my verification and move on, but the lack of support and communication from Pledoo is making it really difficult.

Thanks for your time and help.

Dear GamblingBeast,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided (except for the bank statement) and when exactly you sent the last one?
• Have you provided all the required documents in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Could you please advise which documents you have already provided (except for the bank statement) and when exactly you sent the last one?

Yes all but no resonds.

Have you provided all the required documents in the correct format?

YEs no responds

Dear Conor,

Thank you for your patience!

We apologize for the delayed answer. Your video verification is still under review, we will inform you about results as soon as the review is finished.

Thank you for providing the document. Unfortunately, it cannot be accepted.

Please upload your Luxon account statement for the last 180 days. An account statement is an official document summarizing your account activity over a specific period, usually one month. The statement lists account details, charges, deposits, withdrawals, and deductions, along with the account holder’s name and account number. It must be uploaded in PDF format.

Conor R***

Thu, Jan 23, 5:33 PM (15 hours ago)

Is this what you mean please? There is no iban on there so you can verify this account? Is that correct.

Security Department of Pledoo Casino

Thu, Jan 23, 6:03 PM (15 hours ago)

Dear Conor, Yes, these statements can be accepted. Please provide a statement(s) for the last 180 days.

Conor R*** <p***[email protected]>

Thu, Jan 23, 6:05 PM (15 hours ago)

to Security

This is my life time I am just starting to use it

Sorry i not understand any of these documents they request I sent everything. This is so frustrating.

Thank you very much for your reply, GamblingBeast. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Sent all thank you.

Thank you very much, GamblingBeast, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Pledoo Casino Security Department,

Thank you for your email, but I must express my frustration with this outcome. I have done everything required to verify my account, including submitting all the necessary documents, completing the video verification, and following all instructions given to me.

You mention that the video verification failed, but I have no understanding of what specifically went wrong, as I answered every question to the best of my ability. If there were any issues with the verification, I believe they may have been due to the nature of the questions, which seemed unrelated to my actual gaming activity. I am simply an online gambler and do not focus on irrelevant details like the color of slots.

I have already submitted the video to Casino Guru, so they can review the footage and confirm that I answered everything requested during the verification process. It’s important to note that I have provided truthful and accurate information throughout, and I believe there are no grounds for this account block.

Furthermore, I do not believe there is any fraudulent activity in my account. I request a clear explanation as to why my account has been blocked and why my winnings have been voided. I have complied with all requirements, and it feels as though I am being unfairly treated.

I am requesting that you reconsider your decision and reinstate my account and any eligible winnings. I would appreciate a detailed response regarding the exact reasons for the failed verification and the block on my account.

Thank you for your attention to this matter.

Best regards,

Conor R.

Dear GamblingBeast,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Pledoo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Pledoo Casino,

Could you please provide detailed information regarding this case and clarify the reasons behind the failed verification? Additionally, I would appreciate it if you could share any supporting evidence that led to your decision to reject the player's video verification and close their account.

Kindly send the relevant details to my email at [email protected].

Thank you in advance for your time and response.

Best Regards,

Kubo

Dear Kubo,

We have sent you an email with all the relevant details. 

Best wishes,

Pledoo Casino Team

Dear Pledoo Casino,

Unfortunately, I did not receive any email from you. However, I realize this was my mistake, as I provided the wrong email address. The correct address is [email protected].

Could you please resend the details there? I sincerely apologize for the inconvenience and appreciate your prompt response.

How long will this take did you see my evidence?

Dear Kubo,

Thank you for your update. We have resent the email to the correct address you provided.

Best regards,

Pledoo Casino Team

Dear Pledoo Casino,

Thank you for providing supporting evidence and for your cooperation throughout this case.

Dear GamblingBeast,

I regret to inform you that based on the evidence and arguments presented by the casino, it has become clear that a satisfactory resolution for you was not feasible in this instance.

The verification call is a critical element of the casino’s account verification process. During this call, players are expected to provide specific information to confirm their identity and ownership of the account. This requirement ensures that the person using the account is its rightful owner.

All players agree to the casino’s Terms & Conditions when registering, which include a commitment to use the account personally and not allow third-party access. If a player cannot correctly answer basic questions about their identity or account during the verification call, it raises valid concerns about potential third-party involvement. Such involvement constitutes a serious breach of the casino’s Terms & Conditions.

Unfortunately, these considerations are sufficient to justify the casino’s decision and reject this complaint as unjustified.

Thank you for your understanding and I am sorry I could not be of more help in this occasion. If you encounter further issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we’re here to assist you.

Best Regards,

Kubo