Pelaa Casino - Player’s attempt to self-exclude from the casino has been overlooked.

I am not sure about the disputed amount, as the casino will not provide me information about my deposits and withdrawals.

I requested self-exclusion per email in April 2021 to Pelaa.com. However, after this, I was able to register an account, play and deposit untill Dec 24th, 2021, when I re-requested to be self-excluded.

I have requested the casino to issue me a refund of the deposits (or the sum of net losses) made during the time period I was supposed to be self-excluded, but the casino is stalling with the request. The first time around they told me that a self-exclusion was placed on the 24th of december and after this, I have not been able to make deposits, thus, I am not entitled to a refund.

Before this I had told them copious times (in chat and in several emails) about the timeframes (self-exclusion request on the 15th of april 2021) and the fact that after this, I have been able to deposit thousands of euros.

After I notified them about this, they told me they will review the request.

They refuse to give me information about my net losses, making me jump through hurdles on chat and in emails. They are telling me they will "speed up" the process, but they are stalling and sending me the same pre-written mails as to not handle my request at all.

I just want the refund i am entitled to.

I am truly disappointed and frustrated with this process and need help.

Dear yael_mak,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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,

Petronela

Hey, here are the screenshots. This is a prewritten email I sent to a multitude of casinos.

The casino replied that they won’t refund me because ’I didn’t have an account with the casino on april 15th 2021’. As you can see from the email I posted earlier, I specifically told them to prevent me from registering if I haven’t done so.

they are saying I can not complain. Here is the email they sent me; (in Finnish)

I think this is foul play and I believe I should get a refund.

Also; they still refuse to disclose the amount of my net losses. I think this is not acceptable.

I forgot to mention; Not only did they neglect my request to Not create an account and self-exclude, they made me a VIP player and gave me more incentive to play. Here is attached an email I sent them today after getting their decision.

Could you please advise when exactly you registered a new account with this specific casino? Thank you very much.

that is, unfortunately, impossible to determine as there are no emails regarding the registration etc but I would say it would be july or august 2021.

Thank you, yael_mak, for your reply. One last thing please, could you advise if you have had any active accounts in the following casinos and requested self-exclusion due to a gambling problem prior to creating your Pelaa Casino account?

I have checked a list of the emails that you have sent against all casinos operating under the same License as Pelaa Casino but couldn't find any match.

Hey! I have apparently had an account with Spinit prior to sending this email and I have also sent them this email. The list is a whole lot longer than seen in the screenshot; it encompassed hundreds and hundreds of casinos, including most of those you listed.

Could you please forward the actual email that has been sent to Spinit Casino? Thank you in advance.

Dear yael_mak,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I forwarded the email.

Thank you very much, yael_mak, for your email. I have checked it thoroughly. Nevertheless, I would like to emphasize that you didn't have an active account with this specific casino when the self-exclusion request has been sent back in April 2021. Please understand that no gambling establishment has a database of potential players who would be prevented to register an account in the future. I fully agree that preventing players from creating future accounts would be an ideal practice but unfortunately, it is not industry standard.

Please understand, that we can't penalize the casino for allowing you to open an account when the self-exclusion request has been sent way before the actual account got created.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Seeing as I had registered accounts at multiple sister casinos and requested a ban across the whole network, I do believe I am entitled to a refund.

Could you please advise, yael_mak, if you have registered your new account using the same credentials as for the creation of the previous accounts? Which email address has been used, please?

the email Address and all the other credentials match those provided in my email. 🙂

The email address used to register is the exact same one the exclusion request was sent from

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

Hi yael_mak,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi yael_mak, 

We are sorry to hear that you have experienced issues with our Casino. 

Kindly note that we have escalated your case to the relevant department and are awaiting and a response. 

Once an update is provided we will contact you and relay the information accordingly. 

Please bear with us whilst they investigate the matter and should you have any other queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Pelaa Casino Team

I really hope the casino handles this better this time. The last couple of interactions with the casino have been poor and its hard remaining hopeful.

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’.

Hi yael_mak, 

Kindly note that we have sent you an e-mail today requesting a specific document in regards to your case. At your convenience kindly follow the steps as advised in the e-mail so that we can forward it to the team handling your case and try to resolve it once and for all. 

Should you have any queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Pelaa Casino Team

I have now sent the document you requested.

Hi yael_mak,

Kindly note that our payments team have manually processed your payment earlier today, kindly be advised that it can take between 3 to 5 Working days before the balance is reflected into your account accordingly. 

We thank you for your continued patience throughout your case, please do not hesitate to contact us should you have any other queries. 

Regards,

Pelaa Casino Team

Thank you so much, Pelaa team. I confirm I have received my refund. 🙂 Nicely done!

Dear yael_mak,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef