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Hi

I won $2332 at Pledoo casino and made the web cam verification in my account and got verified. Waited about a week and didnt get my withdraw yet so I contacted support asking whats taking time. They got back to me saying skype verification needed and my account was blocked. I made the skype verification with them and some time after that they answer me by email saying I didnt pass the verification and will not pay me then siting some terms.

Dear winstoncarter131, 

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

I understand that verification processes can feel complex, but please know that KYC is an essential step to ensure that funds are sent securely to the rightful account owner. Because casinos cannot verify players in person, this process allows them to validate their identity and comply with regulatory standards.

Could you please confirm if all your identity documents were verified successfully and whether it was only the video verification that encountered an issue?

Additionally, could you specify the types of games you played, as well as if your winnings were accumulated with or without a bonus?

Lastly, during your video verification, what types of questions did they ask you to answer?

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, 

Veronika

Yes I was already verified, I could not make a withdraw before the verification was accepted.

I played slot machines with a bonus.

They asked like a crazy amount of questions its like they just kept asking and asking, probably went on for 10-15minutes it felt like an interrogation.

Thank you for your reply. Could you please specify what bonus did you activate and play with?

Also, if you have any communication with casino customer support regarding your verification and the subsequent closure of your account, kindly forward it to me at veronika.l@casino.guru. Thank you for your patience and cooperation.

I dont know if the bonus was in the welcome package or not, but it was available at the deposit page.

Was my 4th or 5th bonus, not sure since they have blocked my account.

After the video call they havnt really answered much, just that they will not pay and then siting some terms.

I have forwarded 4 email conversations with them.

Thank you very much, winstoncarter131, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello winstoncarter131,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Pledoo Casino to join the conversation.

Dear Pledoo Casino,

I would appreciate it if you could provide clarification regarding the reasons behind the player's failure to pass the video verification call. If this information cannot be disclosed publicly, I kindly request that you send it, along with any relevant evidence, to my email at michal.k@casino.guru

Hello everyone,

We would like to inform you that we have sent an email to Michal.

Thank you for your attention.

Best regards,

The Pledoo Casino Team

Thank you for your email, Pledoo Casino Team. I have replied and am now looking forward to your response.

Thank you for all the information and evidence provided, Pledoo Casino Team.

Dear winstoncarter131,

After a careful review of the information and evidence provided by the casino, I regret to inform you that you did not pass the verification process for legitimate reasons. Although I understand that you may be relatively new to online gaming and not yet fully familiar with all the processes involved. However, there were significant discrepancies between the facts and the information you provided, or maybe better to say not provided during your verification call. As a result, you did not fulfill the necessary criteria to successfully complete the KYC process.

I apologize for not being able to assist you further in this matter. I recommend that you adhere to all regulations in your future gaming activities and, if possible, retain evidence of significant events (such as wins, bonuses claimed, or any potential issues encountered with the games), as this may prove useful in similar situations in the future. I will now proceed with closing your complaint. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you still feel that you have been treated by the casino unfairly, you are welcome to raise the matter with the casino’s licensing authority. However, we are unable to offer further assistance on this specific issue.

Please feel free to reach out to us if you encounter any difficulties with this or any other casino in the future, and we will do our best to help.

Best regards,

Michal

Casino Guru