The player from Germany faces account closure and inability to withdraw winnings amounting to €1,730 due to a failed video verification claim by Pledoo Casino. He states that all provided personal details are correct and believes his account was closed without a just cause, as he has not engaged in fraudulent activities. He seeks clarification and assistance regarding his account status and winnings.
Pledoo Casino - Player's account has been closed and winnings confiscated.
Amount: €1,730
Pledoo Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 11h 16m 32s
Case summary
2 days ago
Public
Public
3 days ago
Translation
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.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 days ago
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
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2 days ago
Translation
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
Edited by a Casino Guru admin
Automatic translation:
Casino Guru is examining the case
