The player from Austria was dealing with a situation where the casino was refusing to close his account. Despite his multiple requests, the casino had not taken action. We explained the difference between account closure and self-exclusion, and based on the player's responses, it became clear that his request did not stem from a gambling addiction. As our policy prioritized complaints related to self-exclusion requests directly linked to gambling addiction, we were unable to proceed with his complaint. We had informed the player about our stance and expressed our regret for any inconvenience caused.
Pledoo Casino - Casino refuses to close the player's account.
Amount: ??
Pledoo Casino
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8.7
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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8 months ago
Dear TinoResch,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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7 months ago
Translation
This is how you answer customers at Pledoo Casino and still lie. Account still not deleted after weeks of requests
Automatic translation:
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7 months ago
The screenshot you posted here seems to be from Bingo Bonga Casino, not Pledoo Casino. I have checked the Terms and Conditions of Pledoo Casino, and this is what I found regarding account closure requests:
3.8 The Customer has the right to close and/or suspend the players account at Pledoo at any time by contacting the security department by email. The closure of Customers account does not allow the Customer to make a new account. If the Customer pleases to renew the contractual relationship with Pledoo the closed account has to be reopened by informing customer support via email, chat or phone. If the Customer's account has been closed due to any form of exclusion from gambling the account has to stay closed for the amount of time it has been excluded. Any additional accounts made are bound by terms laid out in these Terms and Conditions.
(...)
3.8.2 The support department can’t set any blocks and/or restrictions for a period longer than a week. In order to limit, exclude and/or block Your account at Pledoo it is required for You to send an email to security@pledoo.com stating Your name, surname, mobile phone number, reason for Your account limitations/exclusions/block and the preferred time frame. If a Client’s account is blocked (whether permanently or not), the Support Department (and/or any other eligible department of Pledoo online casino) cannot accept any deposits, process any withdrawals or complete any part of the verification process, as well as do other actions related to the Client's account. If Your account is not yet verified we kindly ask You to add an ID document to the email in order to add it to the user file in question.
Could you please confirm that you contacted the security department by email?
Have you passed the full KYC verification?
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7 months ago
Translation
I repeat the confirmation that I have emailed this incompetent casino for the xth time
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7 months ago
Thank you for your response and for reaching out to us. I understand your frustration, but we must clarify our stance regarding this matter.
In cases such as yours, where the request for account closure does not stem from a gambling addiction, we are unable to hold the casino accountable for not closing the account. Our policy prioritizes complaints related to self-exclusion requests directly linked to gambling addiction.
It's important to note that self-exclusion, from our perspective, is primarily intended to address gambling-related concerns. As your request did not indicate a gambling problem, we find ourselves limited in what actions we can take on your behalf. We truly wish we could offer more assistance, but unfortunately, our hands are tied in this instance.
Having thoroughly reviewed all relevant information, we regret to inform you that we are unable to proceed with your complaint. We apologize for any inconvenience this may cause. Please don't hesitate to reach out to us in the future should you encounter any issues with this or any other casino. We'll do our utmost to provide assistance.
Kind regards
Veronika
Casino Guru
