Pledoo Casino - Pelaajan talletuksia ei ole koskaan hyvitetty hänen kasinotililleen.

I registered today. I made the first deposit, my account was not updated. I did a second one then too.

I sent to support and they told me that the deposits were not made correctly but the balance in the bank dropped by €100 and the bank accepted them just fine!

So far no progress.

σήμερα έκανα εγγραφή. Έκανα την πρώτη κατάθεση δεν ενημερώθηκε ο λογαριασμός μου. Έκανα και δεύτερη ούτε τότε.

Έστειλα στο support και μου είπαν πως δεν έγιναν σωστα οι καταθέσεις αλλά το υπόλοιπο στην τράπεζα έπεσε κατά 100€ καο η τράπεζα μια χαρά τις δέχτηκε!

Προς το παρον καμία εξέλιξη.

Dear gkara2022,

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

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise which payment method you have opted for? Please forward your payment receipts along with any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear gkara2022,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Good evening Guru

I received an email from Pledoo's finance department informing me that their payment provider was involved in illegal activities and they want to refund some money I had deposited but never reached them.

Is it real and safe to continue communication with them?

does it spread something like that?

Thank you very much, gkara2022, for getting back to us. Do I understand correctly that your deposits from September 2022 were still not located?

Basically since December that's the amount they say they want to refund me.

Βασικά από τον Δεκέμβριο είναι το ποσό που αναφέρουν ότι θέλουν να μου επιστρέψουν.

For the deposits I made in September when I had opened the complaint they told me that they would be returned to me by the bank but to be honest I don't remember what happened then. If indeed they were returned to my account moth.

But now I'm worried. I was disturbed by their mail. At first it troubled me - unbelievable huh? - their honesty and intentions and then worried if my bank account was at risk

I asked them to tell me what illegal activities the provider was involved in but they have not replied. I am also quoting the email they sent me

Hello Georgios,

We are writing to you regarding the transactions you made to Pledoo in December.

For the total sum of 162.53 USD

To put it simply - the payment system provider (which is an outsourced service) that processed these transactions has been involved in illegal activities and the money didn't reach us.

After prolonged discussion with our legal team, we have made a decision to inform customers about this issue.

We are not requesting this money from you. Even better? you can receive your money back!

The facts are as follows:

- money goes back to you or no-one gets the money

Are you informed about the charge-back process and how it works? We will be glad to help you with it.

For additional information, please respond to this email.

Για τις καταθέσεις που έκανα το Σεπτέμβριο όταν και είχα ανοίξει το παραπονο μου ανέφεραν πως θα μου επιστραφούν πίσω από την τράπεζα αλλά να είμαι ειλικρινής δεν θυμάμαι τι έγινε τότε. Αν όντως μου επιστράφηκαν στον λογαριασμό μοθ.

Ομως τώρα είμαι προβληματισμένος. Με θορύβησε το mail τους. Αρχικά με προβλημάτισε -απίστευτο ε; - η ειλικρίνεια και οι προθέσεις τους και μετά με άγχωσε αν ο τραπεζικός λογαριασμός μου κινδυνευει

Τους ζήτησα να μου πουν σε τι παράνομες δραστηριότητες ενεπλάκη ο πάροχος αλλά δεν μου έχουν απαντήσει. Σου παραθέτω και το μειλ που μου στειλανε

Hello Georgios, 

We are writing to you regarding the transactions you made to Pledoo in December. 

For the Total sum of 162,53 USD

To put it simply - the payment system provider (which is an outsourced service) that processed these transactions has been involved in illegal activities and the money didn't reach us. 

After prolongated discussion with our legal team, we have made a decision to inform customers about this issue. 

We are not requesting this money from you. Even better; you can receive your money back! 

The facts are as follows: 

- money goes back to you or no-one gets the money

Are you informed about charge-back process and how it works? We will be glad to help you with it. 

For additional information, please respond to this email. 

Thank you, gkara2022, for the clarification. Could you please advise if you placed any deposit in December? Was it deducted from your bank account but not credited to your casino account? Could you please forward the original email from the casino to petronela.k@casino.guru?

Good evening Guru

Thank you for your answer.

I have forwarded your mails.

to be honest I don't know if there was a charge or not.. I'll look it up in the statements

Καλησπέρα Guru

ευχαριστώ για την απάντηση σου.

σου έχω προωθήσει τα mails.

να είμαι ειλικρινής δεν ξέρω να σου πω αν είχε γίνει χρέωση ή όχι.. θα το ψάξω στα statements

Please let me know if the deposits from September 2022 were credited into your casino account or if the money went back to your bank.

The most recent issue with the payment provider influenced the casino only, as you were informed in the emails that you forwarded to me. Hence, the only issue seems to be from September 2022.

Looking forward to hearing from you.

Dear gkara2022,

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.

Unfortunately, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.