Pledoo Casino - Player has submitted incorrect personal data when registering.

Hello, my name is joao c*****, I had an account on pleedo, where I won nineteen thousand euros, having spent five thousand, and there was fourteen thousand euros for withdrawal, however there was an error in my address, but it was provided proof of my address, and yet my account was blocked, fourteen thousand euros disappeared, I have proof of my account with fourteen thousand euros, the account was registered with my gmail -jonny******* 59@gmail.com

Dear Jonny007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false or incomplete personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting to play. However, I understand that you didn’t do it intentionally.

If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon, when I registered the account was verified after completing the bonus and winning the 14,000 thousand euros I was asked to wait for my account to go to the department for verification, after 48 hours of waiting I received an email saying that the account was verified, when I went to make the first withdrawal of 3,000 thousand euros, I received an email saying that the withdrawal was rejected because I had to send proof of my address. Because at the Address there was Funchal. Madeira and the only mistake was my postal code, proof of address certificate and bank statement sent. I didn't mean it because the address confirms that I live in Funchal, and right after all that my account was blocked. I hope to receive my 14 thousand euros.

I just hope to receive what is mine, thank you

Thanks for the help

I validated my address, I actually live in Funchal by not putting the street name and the door number I didn't make a mistake on purpose, I think that everyone who enters the casino will not register with false data knowing that they will be banned, my question is if this was a mistake because the casino validated the account and right after my first withdrawal was rejected they asked again for proof of address they no longer validated so the casino made a mistake, in other casinos you can change the address or even explain that we made mistakes at most 2x times. I'm really upset I won 14,000 thousand euros with effort and for a genuine mistake they will withdraw me without giving any benefit that the casino also makes mistakes.

The situation is undoubtedly complex and requires careful consideration. It's essential to understand that providing false information during the account registration process, such as an incorrect address, is a serious breach of one of the fundamental rules. While it may seem like a small detail, accurate personal information is crucial for both account verification and security purposes.

Although some casinos do allow users to update their personal details, it's important to note that such changes must be requested in advance and not after the casino has identified a discrepancy. In this particular case, it's understandable that you may feel frustrated or disappointed, but it's important to recognize that the rules and policies in place are designed to ensure fairness and transparency for all users.

Moving forward, it's crucial to be aware of the importance of providing accurate personal information and to take proactive steps to prevent similar issues from arising in the future.

Could you please advise if you have tried to communicate this issue before the verification was initiated? Were your winnings accumulated from a free bonus or you placed a deposit when activating it? Looking forward to hearing from you.

Good morning, when I registered I put the data as I told you Funchal, Madeira without all the malice and I continued registering and (I didn't realize the address error) then I deposited 50 euros I requested the 1 deposit bonus they gave me another 50 euros and 75 free spins, in this bonus I had a wager of 5445 and a few cents, I started in the morning happy and scared because it was the 1st time I deposited 50 euros and with a large wager to make after completing the wager I started playing at 5 euros and then I won 14,000 however I reached 19,000 but then I spent 5 000 however I go to withdraw they tell me that the account goes to the department for validation yes it could be a serious error but if the casino knew about the error why did they confirm the account and when I'm going to withdraw the 3,000 I get an email saying that the withdrawal was rejected because the address was going to be verified. That is, the 14,000 were won by me already from the available balance because I had already completed the wager

.

I expect to receive even 10,000 euros in money I need to pay bills, I don't deserve this I've seen worse errors than mine and they've already been resolved

I hope to receive even between 10 or 12 thousand euros, help me

I really hope that the pledoo casino sees that I didn't mean to do this, I really like the casino

I only expected to receive 10 thousand euros or less, I have bills to pay, I was so sad that they blocked the account, I didn't do it for bad, I really hope to have half the money😔

The pledoo casino had verified my account but then when I went to make a withdrawal they asked for verification again, but I already went to the address and had already sent everything,😔what I don't understand is that they verify my account and then ask me to verify the address, where I had already sent everything and they had already verified the account

Thank you very much, Jonny007, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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. 

Thank you, wait for your reply

I hope to solve my problem

would never provide false information it was a clear and honest mistake.

Hello Jonny007,

 

I have reviewed your case and will contact the casino to see if I can help. Before I do so, could I ask you to please clarify the complete address that you entered when registering, and also the complete correct address, just to make sure I have understood fully?

  

Kind regards,

Adam

The address I registered with was Madeira funchal postal code 9000-225, the correct address is Madeira, taken from the mills n 43 Funchal Madeira postal code 9000-215

I didn't mean it

Thank you for the clarification, Jonny007.

We would like to invite Pledoo Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Pledoo Casino,

 

Can you please clarify your views regarding the situation? Could it be the player made a genuine mistake?

 

Kind regards,

Adam

I hope to solve the problem, I loved the casino , very good❤️ I was a genuine mistake

Still waiting for the answer

Looks like they won't answer me

Greetings,

Sorry for the long response, it took us longer to make a final decision.

KYC procedures and standards are of crucial importance for ensuring account security and verification. Providing incorrect personal data is unacceptable, and any exceptions would create a disorderly precedent for future similar cases.

Each individual knows their personal information, including their address, and we cannot fathom how it is possible to make an error by not providing their address in the "address" field and inputting something else instead. However, if a client mistakenly provided inaccurate personal information during registration, there is no issue in rectifying it before utilizing the project's services.

Terms & Conditions:

3. Your Account.

3.4. If You provide incorrect or incomplete personal details (e.g. name, surname, date of birth, phone number or address), we won’t be able to verify Your account fully. Our Security Department may fix three-letter errors in Your name/surname only if it’s not the first or last letter of it. In case of mistakes in the date of birth, our Security Department may change only one digit. If You noticed that You had provided incorrect or incomplete personal details during the registration process, please contact us immediately, without depositing or placing any bets.

The client only notified us of the error after winning, and after we had already sent them an informational email stating that the address in the document they provided and their Pledoo account differed significantly, making verification impossible.

We strive to be as transparent and convenient as possible for our clients, and we can understand if grammatical errors are made due to carelessness. For example, if the apartment number is not indicated or if there is a mistake in the date of birth. Such errors are understandable and can be corrected.

However, a complete disregard for inputting the address cannot be ignored. The client did not even enter the street name in the address field. The KYC standards and procedures do not allow us to verify a client with such a violation.

Terms & Conditions:

3. Your Account.

3.3. The Customer has to fill out a registration form in order to open an account at Pledoo. The Customer ensures that the information provided is correct, complete and up to date. Pledoo conducts verification procedures on its Customers. Hereby we inform You that if Pledoo shall suspect that any of the information is misleading, false, incomplete or compromised in any way, Pledoo reserves the right to impose restrictions to Your account.

3.4.2. If our security department can’t fully verify clients' account and/or have reasonable suspicions that fraudulent activity is at play, clients' winnings can be voided and account blocked.

As a result, the client's account has been blocked, their winnings confiscated, and the deposit returned to the client's payment system.

We regret to disappoint such a positive young individual, but unfortunately, the violation is too serious to overlook.

Best regards,

The Pledoo team.

But I didn't mean it, I'm from Funchal, I would never provide incorrect data, I thought the address was Funchal, that's why you don't put the name of the street, now you don't want to give it to me because I got the address wrong but I don't I did it badly

Y ' all don't want to give me the money because you put funchal instead of putting it on the street? Levada dos Molos, I didn't want to deceive anyone, but here in Portugal things are different that's why Poes Funchal, now they don't want to give me my money because Poes Funchal I live in Funchal, I sent them the certified documents of address to see that I wasn't fooling anyone, I sent the bacterial extract, it was the first time I won and this injustice happens to me, and the first time I enter the casino, I even liked it now that they do this to me? Humility in 1st place, is that the chance of getting my winnings back, I hope so, I never won a very high amount, and when I win and this is what happens to me, I hoped that many people would see that I didn't want to deceive anyone, that's what I thought that the address was funchal,

When I won, I was still waiting for my account to be verified, after they verified my account I went to make a withdrawal there and then the problem came, they asked me to verify the address and when I registered I had sent my address certificate, , later from verifying my account there to which I was notified by pledoo by gmail that the address was wrong , but that was after verifying my account , because I can not withdraw without verifying the account I even have the withdrawal prit that I made from € 3000then I was informed that the address needed to be verified, where I had already sent everything and they had verified my account

If it was a lower value, would you consider making a video call? I was looking at a complaint here on the pledoo guro and you were going to make a video call but the player did not respond and the case was rejected, now because it is 14 thousand euros you no longer want to help me.

see that my account was already verified, then I made a withdrawal of 3000€ and it was denied, then I was informed by pledoo that I had to verify the address again, see that my balance was already 11 thousand euros, it makes no sense for you to verify me at account and then ask for the address again, I hope to solve this problem

I hope to solve my problem, I really need the money

I really need the money, I was the genuine mistake,

Is your decision final? Do you verify my account and then want the address again? Damn I want my money, I'm going to talk to my lawyer, I made the mistake of going to Funchal I don't see the harm in that if I live in Funchal, you don't want to give me the money because it's 14 thousand euros for that

so it's a final decision, I don't deserve this,

I'll talk to my lawyer, I poes Madeira Funchal and I actually live in Funchal, what injustice they are doing to me, they don't want to give me the money back, I really don't understand, they are not helping at all genuine error and then they say final decision, just so they don't give me what is mine, they check my account and then they don't want to give me I'm going to talk to my family in the United States, to solve the problem for me, I would never provide wrong data, genuine error, and that's how they treat pledoo casino customers,

If they really wanted to solve it, they would make a video call. I have proof that the account has been verified, they don't want to give me what's mine

I will not give up, you can be sure!

This was a genuine error, only the address was incomplete, you can see that this is a cyber scam

I want my money, I deserve it, they check my account then ask for the address again all the documents I sent were correct, I put the wrong address in funchal but I actually live in funchal, now they don't want to give me the money because it's 14 thousand euros, genuine mistake , i really live in funchal , madeira, if it wasn't a genuine mistake i would have put lisbon but not if i live in funchal poes funchal in the address and i should have put levada dos molos, you can see that i didn't mean it , i was a humidity error, I would not provide correct personal data, I have never done this anywhere just because it is 14k and they do not want to pay me on their terms, I deserved my money I will do everything I can to receive my money,

see that on pledoo's instagram page it says that someone from portugal won 14,958.50. but I didn't win anything, they don't want to give me the money, because of the genuine mistake I made

Hello Jonny007,

Thank you for your responses. I understand your frustration with the situation. We are going to discuss this case internally, and I will post our conclusion shortly.

In the meantime, while I understand that it could easily be a genuine mistake writing the city in the incorrect box, can I ask you to clarify how you came to input an incorrect postcode?

Kind regards,

Adam

I made a mistake by number 2 I went 9000-225, but it's 9000-215, I never in my life gave incorrect information, I never did this, I made a mistake by number, you can see that it was a mistake that I didn't mean.

I was never going to give anyone incorrect personal information, that's why I sent an iban address certificate and my entity, so they could see that I didn't want to give out incorrect information,

I don't deserve this! It's the first time I earn 14k I've already won 1000 2000 but never 14k, I would never do that to anyone giving incorrect personal information....

I never had problems with this, I made a mistake and I didn't do it on purpose ... I sent all the documents all right ...

Please adam help me, I'm humble would never do that...

When I deposited I didn't even expect to have problems with this, because I was going to correct it, but I couldn't, then I had almost the whole day playing and I won, I didn't do it for genuine harm.... when I saw it, I couldn't change their terms. different from portugal....but if you want, I'll show you a casino that I'm registered in portugal and there's the right address and postcode..

See this driving license document,

see that I don't want to deceive anyone..

Hello Jonny007,

Can I ask you what you mean when you say "because I was going to correct it, but I couldn't"?

Kind regards,

Adam

When I saw that the postal code was 9000-225, I saw that I had the wrong number and I wanted to change it, but I had already sent the documents and had already deposited 50 euros on the site .. , and I was waiting for the verification and I verify the account as you can see in the photo, I don't want to deceive anyone...

It means that I won't receive anything anymore because of why Funchal, I made all the documents straight Now they don't want to give it to me ..

I don't deserve this I sent documents all right, just to see that I'm not here to deceive anyone, because they verified my account, I didn't want to deceive anyone.

I don't fucking deserve this...

Hello Jonny007,

While I appreciate your frustration at the situation, verification is a very important process that is not taken lightly at any good casino.

I have now made contact with the casino via Skype to discuss the matter further with them and see if there is anything that can be achieved. I will update you here shortly with our conclusions.

Kind regards,

Adam

Please, I need the money, I didn't do anything wrong, I even sent documents all right, I don't want to deceive anyone.. please..

I don't want to deceive anyone, please adam help me, I don't want to deceive anyone

I don't want to deceive anyone, at the time, I made a deposit in the skril account for pledoo , here is the address and everything , please help me, I don't want to deceive anyone, help me

Hello Jonny007,

I am still discussing this case with the casino, I hope to be able to provide an update here soon.

Kind regards,

Adam

I'm waiting.

Hello Jonny007,

Thank you for your patience.

We are in correspondence with the forum representative.

We will get back to you with an answer as soon as we come to a common decision.

Kind regards,

Pledoo casino team.

Thank you, I'm waiting.

🙏

Hello Jonny007,

This case is still being discussed. As more time is needed to bring this to a conclusion, I will extend the timer once more. We will post an update here shortly.

Kind regards,

Adam

Thanks adam I'm waiting 🙏

Hello there!

After a lengthy discussion with a forum representative, we have concluded that your winnings were obtained fairly.

Instructions for further actions have been sent to the client's registered email address.

By following these steps, you will be able to submit a new withdrawal request.

Best regards,

Pledoo Casino Team

Thank you very much for the update, Pledoo Casino, and for your assistance with this case.

Dear Jonny007,

Please keep us updated on any developments, and let us know when you consider the matter has been resolved so we can close the complaint.

Kind regards,

Adam

Good morning, I have already received the email to change the address, I have already sent the address documents

When I receive a reply I will send it here, thank you

My account has already been verified and I have withdrawn the money

I'm so grateful for all the help thank you so much❤️❤️❤️❤️

Dear Jonny007,

That is great news! We will now mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Jonny007, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam