Pledoo Casino - Player's account was blocked.

Hello! After registration with the casino and verification by them of my account, I made a deposit of 100 euros and received a bonus of 100 euros. I started playing and won an amount of about 2000 euros, I rolled it according to their rules and it was already free to withdraw to my account .When I decided to withdraw 1000 euros, they asked me for photos of my bank card, I sent them the photos, they approved them and I started waiting for the announced period of 24 hours for them to approve my withdrawal. 48 hours passed, but they did not approve my withdrawal. That's why I wrote to them and- email to ask what is happening with my withdrawal request. Then they replied that when I registered, I had written both fields for the address, the name of the city I am from.This was a violation of the rules and they could not verify my account, even though it was already written on their site that my account was verified. When I asked them what follows from here on, they blocked my account and wrote me an email that they are confiscating my profit. This is mine modest experience with this casino.

Dear Kesh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing inaccurate personal data is 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.

• Do I understand correctly the street name and house number were missing from the personal data you submitted?
• Could you please how the casino informed you about the verification status of your casino account before you deposited and played?
• Which documents did you submit in order for your account to be verified?

Thank you in advance for your reply.

Best regards,

Yes, the street and number are missing, I have not mentioned them during registration, but I have provided photos of ID showing my correct address, likewise I have provided a bank statement which also has my correct address. After providing these documents, my account was verified. After I requested a withdrawal, they also asked for photos of the bank card, I also provided them, and already after that they told me that because I did not fill in the correct address during registration, my account could not be verified.

Here is a screenshot showing that my account has been verified

Thank you very much, Kesh, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Kesh,

I have reviewed your case and I have already made contact with the casino to discuss the situation.

While the discussion is ongoing, can I ask you to please clarify at which point you received this notification stating that your account was verified? Exactly which information did you provide before receiving this? Were documents provided, or was this notice received after entering your personal details such as phone number and address? 

Kind regards,

Adam

Hello!

After registering at the casino I immediately proceeded to verification. I uploaded an ID card and a bank statement proving my correct address so that my account could be verified. Precisely because I know that this is the first thing to do in order to I can rest assured that if I win, my winnings will be paid out. After my account was verified, only then did I make my first deposit. I took the screenshot after I had already won 2,000 euros and had released 1,000 euros for withdrawal and the other 1,000 euros are visible in my account.

And to be completely fair, I will say that today they refunded the deposit of 100 euros that I had made with them.

Dear Kesh,

This case is still being discussed, and more time is needed to bring it to a conclusion. I will therefore extend the timer and we will post an update here shortly. I thank you for your continued patience and cooperation.

Kind regards,

Adam

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 Kesh,

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

Hello!

Everything is settled, Pledoo Casino did the right thing and now everything is fine!

Thanks to the Casino Guru Team for their assistance in my case. You can consider the case closed!

Hello Kesh,

Thank you for the confirmation, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation 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

Casino.Guru