The player from Germany faced account closure and an inability to withdraw winnings amounting to €1,730 due to a failed video verification claim by Pledoo Casino. He stated that all provided personal details were correct and believed his account was closed without just cause, as he had not engaged in fraudulent activities. He sought clarification and assistance regarding his account status and winnings. The Complaints team engaged in a discussion with the casino team and together they reassessed the whole situation. The issue was resolved when the casino unblocked the player's account, allowing him to withdraw his winnings after a review determined that the withholding was not warranted. Confirmation of the payment was received, and the complaint was marked as resolved.
Pledoo Casino - Player's account has been closed and winnings confiscated.
Amount: €1,730
Pledoo Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello,
I deposited 200€ for the second welcome bonus (70% up to 500€) on October 6, 2024.
https://45pledoo2.com/(aside:rewards/promotions/welcomepack)
After successful implementation, I was able to request a payout of 1730€.
Then I had to take part in a Skype video verification. After I completed this I received the following email:
Dear Michael,
We would like to inform you that the video verification failed.
According to the Terms and Conditions:
2.5 <...> As a Customer of Pledoo You are held responsible to provide correct personal details such as but not limited to personal data (Passport, ID data), address, e-mail is completely true and up to date <...> If it should become clear to Pledoo that the information provided is not correct we retain the right to block the players account and confiscate all the funds on the account therein.
3.1 The Customer has to open an account for personal use at Pledoo to be able to participate in games and services offered by Pledoo.
3.2 Account must be registered in Customer own, correct, name and personal details and it shall only be issued once for Customer<...>
3.4 <...> 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.
Therefore your account has been permanently blocked, however a decision has been made to refund your last deposit of 200 EUR.
Your last deposit will be refunded to your payment method.
Respectfully,
Pledoo Casino Security Department
to 2.5
I have provided all personal information correctly and truthfully.
to 3.1
I opened an account with Pledoo for my personal use.
to 3.2
I only have one account with Pledoo and all personal data is correct.
to 3.4
I have not participated in any fraudulent activities and won the winning amount honestly.
Since I cannot understand why my account was closed and the winnings were not paid out, I am opening this complaint.
I uploaded all documents for verification but have not yet received a response as to whether my account has been verified.
I hope you can help me,
kind regards,
Michael G.
Dear Popy71,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify the details of your Skype call? Were you only asked to show your documents, or were questions about your gameplay included as well?
Am I correct in understanding that you were asked to upload your identity documents only after the call ended?
Have you ensured that the personal information entered in your casino account matches the information on your identity documents?
Which games did you play while your bonus was active?
I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello Veronika,
for the Skype conversation:
there I just had to show my ID. Then I was asked questions like where I live, what my name is, the address where I played, how I know Pledoo, what games I played exactly and also questions like what color the slot was, what the provider of the game I won with is called, how much I deposited, how often I deposited, how much I won, what browser I used, what the bonus game I played was called and whether I have any relatives who also play in the online casino or whether I am related to a politician or am in contact with them. I had to answer questions like that. At the end of the Skype call I was given an hour to upload a Jeton account statement for the last 180 days, which I did.
I uploaded the documents for verification to Pledoo when I requested the withdrawal. Then I waited for the verification from Pledoo. The next day I could no longer log in to Pledoo. Instead I received an email from Pledoo asking me to take part in a Skype video verification. Then I received the email from Pledoo telling me that my winnings had been cancelled, which they also have.
I checked the information in the profile. There were no errors apparent.
I used the second welcome bonus of 70% and deposited €200. I used it to play lines with a stake of €3. I was lucky and won. With my winnings I then continued playing Dragon Tiger Luck with €2.50 and continued playing the game until the wager was played and the bonus money was displayed in real money. At the end of the day, unfortunately, only €1730 of the winnings remained, which I requested to be paid out. As I said, I did not violate any of the casino's rules and I do not know what exactly I am accused of.
I hope my information can help you to find a solution,
best regards,
Michael G****e
Thank you very much, Popy71, 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 Popy71,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Pledoo Casino to join the conversation.
Dear Pledoo Casino,
I would appreciate 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
Greetings everyone,
We would like to inform you that we have sent an email to Michal at michal.k@casino.guru regarding this matter.
Best wishes,
Pledoo Casino Team
Dear Pledoo Casino Team,
Thank you for your email. I have sent a response with further inquiries and look forward to your insights on the matter.
Dear Michal,
We have received your latest email and will be sure to get back to you as soon as we have reviewed the information provided.
Thank you for your patience.
Best wishes,
Pledoo Casino Team
Greetings,
Following a joint review with a representative from the forum, it was concluded that the client’s account should be unblocked.
Additionally, we have informed the client of this decision via email.
We would like to extend our sincere thanks to everyone involved for their cooperation and assistance in this matter.
Kind regards,
Pledoo Casino Team
Thank you for your response and for your constructive cooperation in reassessing the whole situation, Pledoo Casino Team. I'm glad we were able to agree on the right course of action.
Dear Popy71,
Although there were certain aspects in the whole situation that raised questions, however, in our opinion, they did not carry the weight necessary to warrant a serious action, such as withholding what seemed to be legitimate winnings. The casino team has restored access to your account, and you can withdraw your winnings, which we believe is the appropriate approach.
Please let me know once you receive your winnings so that I can proceed to close your complaint as resolved.
Hello dear Michal,
The payment has been made and the money is in the account. Thank you very much for your support in this case.
kind regards,
Michael Grande
Dear Popy71,
Thank you for the confirmation.
We’re glad that our intervention helped to resolve the situation, and that you received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
