Pledoo Casino - Player's asking for a deposit refund.

Hi

i received this email from Pledoo casino

Hello Barbara,

We are writing to you regarding the transaction you made to Pledoo in May.

For the Total sum of 2003 EUR

To put it simply - the payment system provider (which is an outsourced service) that processed this transaction has been involved in illegal activities and the money didn't reach us.

After prolongated discussion with our legal team, we have made a decision to inform customers about this issue.

We are not requesting this money from you. Even better; you can receive your money back!

The facts are as follows:

- money goes back to you or no-one gets the money

i contacted them back - screenshots attached and they asked me to send my bank statements to prove the payments - I’ve sent the bank statements to them and now I’m not hearing anything back from them

looking at my bank statements and Information online looks like the payments were made to a group

I don’t know why they contacted me and now are ignoring me - but can you please help me get my funds back

I can see there are other open cases about this with you already - would love some help here also

Dear babsbh,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pledoo Casino.  Please allow me to ask you a few questions, so I can understand the whole situation completely.

Can you please advise what payment provider you used to deposit into the casino? Were these deposits credited to your casino account or not? Did you already contact your payment provider in order to find out what happen with your deposit?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi

I used my normal debit card

the transactions were made back in may 2021 - there were three separate transactions made

i haven’t contacted my bank as I was waiting for Pledoo to get back to me in relation to this as they said they was going to - but am not hearing back from them now

Greetings everyone, 

We have an exact complaint already opened, so we will write the same explanation as was already provided here: https://casinoguru-en.com/pledoo-casino-the-player-s-deposit-got-lost

This is an ongoing process that we are undertaking at Pledoo. We are assisting our customers in reclaiming their funds through a chargeback procedure due to issues encountered with the payment system provider involved in processing these payments, which resulted in the funds not being received by us.

We have initiated this process because we firmly believe that it aligns with industry standards and, more importantly, because we genuinely want to assist our customers in recovering their funds.

As previously stated, the funds did not reach us, and therefore the most appropriate course of action is to return the money to our customers. Despite our efforts to resolve the issue with the payment system provider internally and directly, they are unwilling to cooperate. Therefore, the subsequent course of action entails working closely with the customers' banks, and we are ready to provide comprehensive assistance and step-by-step guidance.

Our Finance department handles this process. It is important to note that their operations are limited to business days, specifically from 5 AM to 3 PM UTC. As a result, Barbara did not receive an immediate response. However, we assure you that our team will reach out to her later today.

Additionally, we want to provide extra information to CasinoGuru complaints team to understand the matter more clearly; the transactions and deposits involved in these chargebacks were credited to customers' Pledoo balances and successfully used by them. The buyer-supplier relationship was maintained perfectly in these cases. 

This is just an extra step we are doing; if the money didn't reach us, why shouldn't it go back to our customers? 

Hope this information helps! 

Best regards, 

Pledoo Team

So are you as Pledoo as a casino saying you didn’t receive the funds either ? But they were credited to our casino accounts?

so the only course of action we have is the bank

and my bank have already told me that they can’t help because it’s over 120 days so basically nothing can be done here by anyone

Hi the casino is now responding to me so can you close the account until I’m able to resolve something with them - if I need any more help I can let you know

thanks

Hello everyone,

Thank you both for your replies.

I must admit that this is a very generous gesture, Pledoo Team. Refunding deposits even if the player had already played with them years ago says a lot about how you treat your customer.

babsbh, I would like to emphasize that in this specific case, we don't think you are entitled to a refund of money you had already lost. This situation did not influence you negatively in any way, actually, quite the opposite - you were able to play with your deposit in the past with a chance to win and there is a slight possibility you will also receive a refund of these deposits. If I was you I would appreciate this gesture even if the casino wasn't successful in returning the funds, as they clearly didn't have to (and I hope you will agree with me on this one).

Please note that even if the refund is not successful, we will not reopen this complaint in the future, nor we will proceed with further investigation. Nonetheless, we would be very happy if you informed us about any further developments via email at kristina.s@casino.guru.

Thank you very much. I will now close the complaint and I wish you the best of luck.