Pledoo Casino - Player's account has been closed and winnings confiscated.

Hello, I received this email after running into some verification problems

Unfortunately, we are unable to verify your account, as the international verification platform has informed us that your identity verification was unsuccessful.

According to the Terms and Conditions:

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.

Furthermore, our system has detected logins from multiple countries. According to the rules, the use of VPNs, proxies, TOR, and similar programs is strictly prohibited on our platform.

Due to the aforementioned reasons, your account has been blocked and all winnings have been confiscated. Your last deposit will be refunded to your last used payment method.

In order to proceed with the refund of your deposit, we kindly ask you to provide the following information: account number, financial institution number, and transit number.

We look forward to your response.

Respectfully,

Pledoo Casino Security Department

I don't even have a VPN installed on my laptop so it's impossible for what they said to be true regarding that.

I accidentally sent my videotron mobile phone bill instead of my videotron utility bill (which is what I normally use).

Sumsub doesn't accept phone bills.

I believe that my verification with sumsub failed due to this and pledoo is utilising term 3.4 to confiscate funds in an unwarranted fashion. Not sure why they lie about multiple countries. I may do a subject access request to see the history of IP addresses associated with logins to the account.

When i saw the verification failed I didn't think anything of it and asked live chat to help me verify, I had already realised I'd sent the wrong bill and was ready to provide a new one to their documents team.

Hello fsam41436,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pleedo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

1. I sent off verification as soon as I finsihbed wagering the first deposit bonus, only 3 or so days ago.
2. I sent off my id, a live selfie thing (liveness check?) and my proof of address
3. They informed me yesterday, I replied disputing the claim.

After more direct communication they let me verify again and it seems like the withdrawl is being processed, i will confirm when its in bank.

$600 in bank, you can resolve complaint.

Dear fsam41436,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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,

Nick Bacon

Casino.Guru