Pledoo Casino - Player’s withdrawal is significantly delayed.

My withdrawal at Pledoo Casino was placed under a "legitimacy review" on December 23, 2025, with a stated timeframe of up to 7 business days. In their original communication, the casino indicated such reviews apply under certain conditions, none of which were applicable to my account, as I clarified early in the process.

The review has now been ongoing for over two months, and the casino has stopped responding to my messages while continuing to hold my funds without providing any substantive justification. I have not engaged in any irregular or prohibited activity and have been fully cooperative, including submitting all requested documentation. Despite this, I have not received any clear explanation, status update, or timeline for completion.

I am not disputing the casino’s right to conduct a review. My concern is the prolonged delay and lack of communication despite full cooperation.

At this stage, I am simply requesting:

• A clear explanation of why the legitimacy review remains open
• The current status of the review
• A reasonable timeline for completion

I remain fully cooperative and willing to provide any additional information immediately if required.

Thank you for your attention,

Matt

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification process at this casino?
• What types of games did you play to accumulate the winnings you are currently trying to withdraw?
• Did you achieve a significant win from a relatively small bet, or was it the result of a longer winning streak in a particular game? If so, could you please describe it in more detail?

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

Best regards

Veronika

Dear SeekingResolution,

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.

Hello Veronika,

Thank you for your response and for looking into this matter. Apologies on the delay in response, your update went to my spam folder and I just saw it.

To answer your questions:

• Have you made any successful withdrawals from this casino before?

No, I had not previously made a withdrawal from Pledoo before this situation.

• Have you completed the full KYC verification process at this casino?

Yes. I completed the requested KYC verification and submitted the documentation they asked for. I am attaching a screenshot confirming that my verification was completed.

• What types of games did you play to accumulate the winnings you are currently trying to withdraw?

I played standard slot games available on the platform.

• Did you achieve a significant win from a relatively small bet, or was it the result of a longer winning streak?

There was no unusually large single win. My balance grew gradually while playing slots. I initially deposited €1,500, and after losing that balance I reloaded another €1,500, for a total of €3,000 deposited.

I really appreciate your attention to this matter, as we try to get it resolved.

Thanks!

Matt

Dear SeekingResolution

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, Samuel (samuel.s@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,

Veronika

Dear SeekingResolution,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Pledoo Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Pledoo Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hi Samuel, I see that the casino has less than a day left to respond. Have you reached out to them other than in this platform? I'd very much like to get this resolved - so please let me know if there's anything else I can do to help move this forward.

Thanks,

Matt

Hello everyone,

Dear SeekingResolution,

Thank you for your message. I’ve received external information that this issue/complaint is still under review.

Dear Pledoo Casino,

Could you kindly provide any updates or new details regarding this case? Your timely response will help move the complaint forward efficiently.

Thank you for your cooperation.

Hello everyone,

Dear Pledoo Casino,

could you please provide an update on the current status of this case?

Thank you for your cooperation.

Dear Samuel,

We will contact you by email with more detailed information.

Hello everyone,

Dear Pledoo Casino, thanks for the info. I understand you’ll send more details by email, just please also drop a short update here in the thread so the player can stay in the loop as well.

Thank you for your cooperation.

Dear Samuel

An email has been sent to you, and we are awaiting your response.

Hello everyone,

thank you, Pledoo Casino, for your cooperation and for providing detailed information and supporting evidence via email.

Dear SeekingResolution,

after a thorough review of all available information, including the materials provided by the casino and the game provider, I am unable to accept your claim.

The evidence indicates that the gameplay was not random in nature, but followed a repetitive and structured pattern across multiple Games Global slot titles, which share identical mechanics. This pattern involved deliberately switching between games and bet levels in a way that consistently maintained and exploited an unintended feature affecting game state progression.

Both the casino’s internal analysis and the provider’s investigation confirm that this behaviour resulted in an unintended mathematical advantage and effectively increased the RTP beyond the designed parameters of the games.

It is important to clarify that even if a vulnerability exists within a game, knowingly using it to gain an advantage over the casino does not fall within normal or acceptable gameplay. Such behaviour is considered exploitation of a technical flaw and is contrary to standard fair play principles as well as casino terms and conditions.

The fact that the same mechanic was used repeatedly across multiple sessions and game versions (desktop and mobile) further supports the conclusion that this was a systematic approach rather than coincidental gameplay.

For these reasons, we consider the casino’s actions justified, and the complaint is rejected.

Best regards,

Samuel