The player from Germany faced difficulties withdrawing his winnings of over €3,000 from Pledoo.com Casino, as he only received a fraction of his payout despite the system indicating success. After 12 days of communication with support without resolution, his IP address was also blocked, preventing him from logging in. The issue was resolved after the casino confirmed that a declined transaction was returned to his gaming balance and a new withdrawal request was processed, while another transaction was successfully completed. The player was advised to contact his bank for further details on the latter.
Pledoo Casino - Player’s winnings are confiscated and account is blocked.
Amount: €1,950
Pledoo Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Pledoo.com Casino doesn't pay out!
The feeling that you have won something nice and want to cash out, but the casino refuses. That's what happened to me at Casino Pledoo (Pledoo.com).
In short, when I was lucky enough to win just over €3,000 at Pledoo Casino, I naturally wanted to withdraw the money, and that's where the problems started.
They only paid out a fraction of the money I won. Although Pledoo's system shows that the entire payout was successful, I only received part of the money. If anyone is interested, I have several screenshots as proof.
Even after 12 days of emailing support, all I get is the response, we'll look into it.
To be honest, they have seen my bank statements and know that the winnings have not been paid out in full.
Now comes the icing on the cake: they blocked my IP address for no reason so that I can no longer log in to Pledoo. I've already written off the winnings. But it's still a good thing I took several screenshots beforehand.
If Pledoo agrees to take a stand and pay out my winnings, I would of course be willing to change or remove this report.
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1 month ago
Dear DannyPhantom,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you played - slots, live casino, sports betting, etc.?
- How much money were you meant to receive, and how much did you actually receive?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello Kristina,
Thank you very much for your quick response and willingness to help.
On February 2, 2025, I won €3280 at Pledoo Casino on the HacksawGaming slot Wanted - Dead or Wild. I have attached a screenshot of the win.
In total, I should have received €3,449 in my account. I requested the withdrawals in three transfers, two times €1,499 and one time €451. Although the withdrawals are shown as completed in the Pledoo system, only one transfer of €1,499 arrived in my bank account. So I'm still missing €1,950.
All winnings were won without a bonus. Oh yes, I can log in to Pledoo.com again, it was probably only temporary.
Best regards
Daniel
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1 month ago
Thank you very much for your reply, DannyPhantom. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 month ago
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Dear Kristina,
Thank you for your reply. I will send you an email with some chat transcripts shortly.
Best regards
Daniel
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3 weeks ago
Thank you very much, DannyPhantom, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.
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3 weeks ago
Hello DannyPhantom,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Pledoo Casino representative to join this conversation and participate in resolving this complaint.
Dear Pledoo Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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3 weeks ago
Translation
Hello,
Thank you for your support!
Greetings Daniel
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3 weeks ago
Translation
Dear Casino Guru Team,
they can close the case. Pledoo Casino contacted me and offered me a solution.
Thank you for your support! I wish you all the best for the future!
Best regards
Daniel
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2 weeks ago
Dear all,
Thank you for reaching out.
As soon as we were informed about this situation we stayed in contact via email with the customer to assist them.
After reviewing the case with our finance department, we confirmed that the €1499 transaction was declined by the bank and returned to the customer’s gaming balance.
A new withdrawal request for this amount was processed on February 27, 2025, at 17:41 UTC.
Regarding the €451 transaction, it was not returned to our system, which means it was successfully processed by the bank. The customer has been advised to contact their bank for more details about this transaction.
Best regards,
Pledoo Casino
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2 weeks ago
Dear DannyPhantom,
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,
Stefan, Casino.Guru
