Pledoo Casino - Player’s struggling to complete account verification.

I deposited €50 at the Pledoo casino, received a €50 bonus, played until I had €10,465.48, made the requested plays until I had the free amount of bonus plays.

To withdraw the amount, I sent all the necessary documents to withdraw the amount, it was refused and without an answer or justification.

I sent the documents again and made a withdrawal of €5,400 to see if they would give me an answer by mail, right after that the casino account was blocked, they claimed that I had mistyped my address in the initial registration of the Player's identification, even after having sent all my data and asked for help to do this survey.

I asked the chat assistants for help who said it was a problem to be resolved with Casino Pledoo's financial management!!

I was deceived, I am very sad, it was the first time that I won a higher amount than the normal amount that I earn in other casinos where I never had a problem with withdrawals and a lot of help from the Chat assistants who came into contact with the Financial management.

Here I was FOOLED!!

Dear janina24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Are you aware of submitting incorrect personal data when registering your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I would appreciate your help, and I will hope that you can solve the problem for me. The amount I have been earning there at the Pledoo casino would be a great help for me. I lost my house in a fire.

I was happy to win this amount but then with the account blocked and no answer whether or not I will receive the amount I cried with anger!!

I saw a light that went out right away!!

I sent all the documents for verification, I await your help to recover the amount I left in the casino.

Thankful

Janina S****

Hello.

We would like to draw your attention to the fact that we take security and KYC (Know Your Customer) requirements very seriously. When registering at our online casino, all players are required to provide their personal information, including their residential address, for identity verification purposes.

We would like to point out that the player did not provide their residential address during registration, ignoring this mandatory field. Such behavior is a violation of KYC requirements and goes against the rules of any licensed online casino.

The bonus offers we provide to our players are designed to enhance their gaming experience and increase their chances of winning. However, we expect our players to adhere to the rules and requirements of our online casino, including compliance with KYC requirements.

Closing the player's account in this situation is necessary and the only correct decision, as the player seriously violated KYC requirements during registration and filling out registration data. We are confident that such measures will help protect the interests of our players and ensure the security of our gaming platform.

We understand that our players enjoy winning and receiving additional bonuses, but we expect honesty and compliance with the rules of our online casino from them. We do not condone the behavior of players who engage in fraud and deception, using bonus offers for their personal gain.

However, after reading the customer's response about their difficult life situation, we are willing to show some compassion and make a one-time payment of 500 euros to their bank account. We understand that this may raise some questions from our players, but we are confident that this is the right decision in this situation.

Best Wishes,

Pledoo Team.

Thank you very much, Pledoo Casino Team, for your assistance in this matter.

Dear janina24,

If you really didn't submit all the relevant personal data when creating the account I'm afraid we won't be able to help you. Are you aware of such action? Would you consider accepting a partial payout? Looking forward to hearing from you.

Of course I accept partial payment!!

And when will the partial payment be made?

I'm not well I lost everything and my son left the hospital yesterday.

I sent all the documents!!

carefully

Janina S****

I don't understand why this is happening, I have the proof of sending all the documents and a print of the amount that I made a withdrawal from the pledoo casino.

The bonus value was played as many times as necessary until it reached the real value. they are making a partial payment proposal, I accept!!

carefully

Janina S****

Dear Pledoo Casino Team,

Could you please advise if anything else is needed from the player in order to receive a partial withdrawal of €500? Thank you in advance.

€500?

and the rest of the money I will not receive?

was 10,000€, or are payments going to be made?

I don't understand!!

I have already received confirmation of the transfer of €500, please confirm if I will receive the rest of the amount!!

Thank you very much for your help in resolving this situation.

Janina S****

Hello everyone, 

As we understood, a mutually beneficial agreement was reached between all three parties involved, and a conclusive solution was already decided upon.

We have fulfilled our commitment by processing the agreed-upon one-time payment of 500.00 EUR to Janina. Unfortunately, we are unable to comment or evaluate Janina's current approach or any confusion she may be experiencing after the resolution was reached.

We would also like to remind Janina that the CasinoGuru team stated, "If you really didn't submit all the relevant personal data when creating the account I'm afraid we won't be able to help you." This is in line with our own policies and procedures regarding KYC requirements, and we hope you understand that we cannot deviate from them.

To conclude, we understand that this situation has been challenging for Janina. However, from our perspective, the case has been resolved and our one-time payment of 500.00 EUR was intended as a gesture of goodwill. 

We hope that this explanation provides clarity and brings closure to this matter.

Best regards,

Pledoo Team.

Thank you very much, Pledoo Casino team, for processing the agreed payment.

Dear janina24,

Please confirm that you received the payment of €500. Upon your confirmation, we will mark this complaint as resolved in our system. In regard to your question about any further payments, I'm afraid you agreed already that by processing the payment of €500 this issue will be resolved. Please understand that you may have sent all the required documents for the verification but you haven't completed all mandatory fields when creating your account. There's not much we can do for you in this matter. Looking forward to hearing from you.

Good afternoon, I received €500 of €10,000 and the account was canceled of course!!

I lost all the won amount that was redeemed by the casino, claiming that I mistyped the address!!

Here's the tip before you start playing, make sure you have all the data well written and have proof of it!!

Thank you for the 500€ received, I cry for the 10,000€ lost!!

carefully

Janina S****

I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above (missing residential address in your registration form) I must reject this complaint. Thank you for your understanding.