Pledoo Casino - Player's winnings are confiscated due to residency dispute.

Hi.

I use your site to find good promos and playing casino.

One of this casino which you try to advertise like "good" is Pledoo casino. Which use fraudulent schemes to scam players.

I registered two days ago, casino without any problem confirmed my deposits. After i started playing and at the end of gambling process i had about 9600 eur. I tried to make withdraw, casino asked to confirm:

1. My identity
2. My residence address

This was successfully confirmed and verified.

Than casino asked to verify my SKRILL. Confirmed and verified.

Then passed more that 24 hours and today they blocked my account.

They said that I am Latvian residence player and with this reason then steal all my winnings (3 withdraws 3000+3000+2600).

So if i loose money like it is okay, but when i won, they find fake reason to steal all winnings.

I am Montenegro resident and i approved this with document which they already accepted.

Please review this situation and help me.

Thanks

Dear aleks86,

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.

Could you please clarify why the Casino believes that you are a resident of Latvia?

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

Good day Petronela.

I see your question: "Could you please clarify why the Casino believes that you are a resident of Latvia?"

I do not know why, but i think that casino try to find some reason to steal money. Like now i see, this casino tryied to steal money from a lot of players, but still have good rating and had 1st place into casino with your represent in Montenegro.

When you talking about KYC, i want to say you. That my residence was a part of KYC, and it was approved by them.

now casino totally ignore my, no any answer by email or live chat.

Now casino edited theirs terms and added word CITIZENS. So now they want to say that i am not resident of Montenegro. that i used some vpn and i located in Latvia.

I am citizen of Latvia, but living in Montenegro and i am resident of Montenegro.

Everything is very clear and understandable. When registering, I provided all my data to casino and Casino accepted them. Then I have verified all of this. So now casino want to manipulating with my citizen to do not pay winnings.

If CITIZENSHIP is so important at this casino, they NEED TO ASK it on registration form. But they use it to do not pay winnings.

So at this moment everyone can play with Latvian on other "restricted" citizenship, but only can not withdraw winnings. So this is scam scheme.

Thank you very much, aleks86, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello aleks86,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Pledoo Casino to join the conversation and participate in the resolution of this complaint.

Dear Pledoo Casino,

Can you please explain why the player's citizenship is a concern? If it is important, why is it not mentioned as part of the registration?

Kind regards,

Adam

Can you please explain why the player's citizenship is a concern? If it is important, why is it not mentioned as part of the registration?

Like i said before, casino said that have that rule no only about RESIDENCE, but also about citizenship. If am i resident of Montenegro, residence by itself does not allow me to play, since citizenship is still important. But if this is so important, casino need to ask it before i start to play.

Hello everyone,

I apologize for the extended wait. We haven't encountered such a violation before, which made this matter more complex than it may seem at first glance.

We understand that the Terms and Conditions of any project can be intricate or ambiguously written. We have strived to present all the points as clearly as possible, but sometimes situations arise.

Certain rules might be unclear for clients who aren't familiar with the workings of the casino industry. However, some clauses are unequivocal and can't be misinterpreted by anyone who can read them.

From our end, we've taken all possible steps to prevent clients from inadvertently violating any rules outlined in the Terms & Conditions, and we've been successful in doing so—until this case.

It's a fact that all casinos have varying restrictions on providing their services. Our duty is to limit access to prevent accidents and ensure quality control. Accessing the site from restricted territories is PROHIBITED. Filling out one's profile with accurate information is NOT POSSIBLE.

A client, a full-fledged resident of Latvia, managed to access our site while physically present in Montenegro. During registration, the client entered their personal ID information. However, while completing their profile, they falsely claimed to be a resident of Montenegro, despite actually being a Latvian citizen.

Here's our perspective on this situation: If you're a resident of Latvia or any other country with restricted access, you cannot participate in our casino. This is in compliance with various regulatory bodies that oversee our operations. Even if you're temporarily working in another permissible country, you're still considered a Latvian citizen. And for clarity, the individual in question is not a citizen of Montenegro; they are simply visiting that country temporarily.

On August 23, 2023, the client registered on our platform and made three deposits using Litecoin cryptocurrency. Cryptocurrency deposits, by default, lack geographical restrictions, making it impossible to limit their accessibility.

To verify their identity, the client submitted a Latvian citizenship document issued on July 23, 2023.

Upon discovering that a resident of a restricted territory had gained access to our platform, we took prompt action. We immediately blocked account access and refunded all deposits totaling €1900.

Registration, account funding, and placing bets from countries on the prohibited list are strictly forbidden, without exceptions. Nevertheless, we understand that mistakes can happen, and we apologize for the situation that arose.

Our verification process is the final preventive measure to restrict access for clients from countries prohibited for gaming or deposit/withdrawal activities. Due to the circumstances described above, verification became the only means of deciphering clients' citizenship.

Physically limiting the registration of a client from a prohibited country who is not present within that country is impossible.

From our standpoint, when our system requests the "Country" field during registration, it largely implies the country of citizenship for which the client can provide sufficient documentation.

The client accused us of altering the T&C after their victory. We find this peculiar since it's technically impossible; our license oversees this process.

The rule in the T&C is quite straightforward:

Citizens or Residents of the following territories are restricted to use and access pledoo.com by any means including but not limited to: American Samoa, Anguilla, Antigua and Barbuda, Aruba, Belize, Bermuda, British Virgin Islands, British Indian Ocean Territory, Cayman Islands, Curacao, Great Britain (United Kingdom), Falkland Islands, France, French Guiana, French Polynesia, Guadeloupe, Gibraltar, Guam, Guernsey, Isle of Man, Jersey, Latvia, Martinique, Mayotte, Montserrat, Netherlands, New Caledonia, Northern Mariana Islands, Pitcairn, Puerto Rico, Reunion, St. Helena, Saint Vincent and the Grenadines, Saint Kitts (Christopher) and Nevis, Saint Lucia, St. Pierre and Miquelon, Tuvalu, Turks and Caicos Islands, United States of America, United States Minor Outlying Islands, Solomon Islands, Virgin Islands (USA), Wallis and Futuna.

We hope this clarification assists in your decision-making!

Best regards, 

Pledoo Team

Hello Pledoo Casino,

Thank you for your explanation of the situation.

I think that the problem here is that the registration form merely states "country".

What if the player was a citizen of a restricted country but lived permanently in an allowed one? It is entirely possible to be a resident of one country and a citizen of another. Citizenship is not mentioned in many casinos regarding the subject of restricted countries, so it is understandable that a player could assume the registration form to mean the country where they are currently situated/resident, as this is what they would usually experience elsewhere.

Consequently, if citizenship is a factor at this casino, it should be made part of the registration form. I do not think this would be too difficult to implement and would prevent such situations from arising.

Dear aleks86,

You have stated that you are a resident of Montenegro, but the casino stated that you have only supplied a temporary work permit. Can you please clarify this information? Do you reside in Montenegro permanently, or are you there for a short time only for work?

Kind regards,

Adam

Kind regards,

Adam

Hello.

Answering your question:

You have stated that you are a resident of Montenegro, but the casino stated that you have only supplied a temporary work permit. Can you please clarify this information? Do you reside in Montenegro permanently, or are you there for a short time only for work?

Why casino said that i have only work permit? I think they want to steal my winnings at try to imagine the situation like they want.

I sent them photo of my borovak, which are given for one year and i need to renew it every year.

I am living in Montenegro all the time and i am Montenegro resident, and casino saw my Montenegro document. Where they can see TEMPORARY RESIDENCE AND WORK PERMIT. But they want only to see WORK PERMIT to steal money. No other objective reasons.

I played this casino like Montenegro Resident and i have confirmation of this. Also i given then statement from bank with my Montenegro adress.

Casino want to show that i play from some restricted teritories. But this is not try. I play from Herceg Novi, Montenegro. I this is verified information.

I think here casino need to pay winnings.

And for this misunderstation they need to put point "Citizenship" into registration form. IF THEY WANT TO AVOID THIS SITUATION. But if they want to again try to steal money from gamblers, they can do not change it🙂

Hey!

We want to address some points raised by Aleks86.

"Casino want to show that i play from some restricted teritories." 

There's no need to interpret our message on our behalf. We've expressed precisely what we intended, without making any additional claims. We are not trying to accuse you of playing on prohibited territory; that's your opinion.

"they need to put point "Citizenship" into registration form" 

In your view, what additional elements do you believe should be incorporated into the registration form to prevent similar situations? While the registration form does not encompass various elements that are outlined in the Terms and Conditions, we have addressed this in the second stage of the registration process. Here, we provide an "Accept Terms" button along with the option to review them, which we strongly encourage all our customers to do.

Just a few important paragraphs from our Terms and Conditions that are not mentioned in the registration form: 

2.1 - You may open only one account.

2.2 - Citizens or Residents of the following territories are restricted to use and access pledoo.com

2.3 - Access to or use of the Website or any of the Services via the Website may not be legal for some or all residents of or persons in certain countries. 

2.4 - As a Customer of Pledoo You are held responsible to provide correct personal details

4.1 - In order to participate in games and services of Pledoo the Customer has to make a minimum deposit

4.6 - The Customer shall only use payment methods that are issued lawfully and belong to the Customer.

This list could go on and on, encompassing all paragraphs within our Terms and Conditions, as each of them holds significance, not limited to those under discussion in this specific case.

Best regards, 

Pledoo Team

Dear Pledoo Casino,

Thank you once more for your comments. Can you please confirm if the player has been able to prove they are a resident of Montenegro as they have stated, and clarify which documents have been provided?

Kind regards,

Adam

like i undeestand casino will use this way again, accept residents from accepted territories and then if they will try to withdraw, casino will try to find all possible "terms" to steal money. nice business model.

Hello aleks86, 

I have been discussing the case with the casino and it seems that the documents you have provided to prove your residency in Montenegro were not sufficient.

I would like to ask if you can provide me the same documents/proof of your residence in Montenegro to my e-mail, adam.m@casino.guru.

Can you also please clarify if you are there temporarily?

Kind regards,

Adam

Hello, i send document to your email.

about question: Can you also please clarify if you are there temporarily?

My answer is: The "borovak" documents which shows that i am Montenegro resident i need to renew every year, that why it is named like "temporary residence". But i am living here and i am Montenegro resident. Also i ahve rent agreement for all the year. car registration and insurance here.

But like i understand casino do not say about it. they use "citizenship" to steal winnings 🙂

Thank you for providing the documents, aleks86.

We will now take some time to review these and I will post an update shortly.

Kind regards,

Adam

Hi Adam, thanks, i will wait for your update. Thanks for help.

Hello aleks86,

This case is currently being discussed with the casino via Skype, so I will extend the timer accordingly.

Kind regards,

Adam

Hello aleks86,

Please see my response via e-mail.

Kind regards,

Adam

Hello, yes i answered on your email. Also i will write here. At the moment of registration at this casino i have legal adress in Montenegro, and i am resident of Montenegro.

I can not understand why you asked some questions about my living residences in previous years.

Hello aleks86,

I am currently awaiting a response from the casino regarding further verification, I will again extend the timer.

Thank you for your continued patience.

Kind regards,

Adam

Hello aleks86,

The casino has agreed to accept further documents from you in order to verify your residency in Montenegro. Please supply all available documents that can be used to confirm your address (Rental agreement, etc) by email to security@pledoo.com to be reviewed. Please let me know here when you have done so.

Kind regards,

Adam

I do it now.

Also the most important document issued by the government of Montenegro is the residence document. Which is issued if (you can find on the Internet all the points that must be there to issue it) I work in Montenegro, live in Montenegro. And casino already say it. And the casino has already seen this document. Why keep stalling?

I sent documents to this casino.

My residence has long been confirmed by many documents. And the casino is just playing for time.

Drivers license was okay, but after month passed, casino undrestood that they need passport. And now AML casino wait answer from AML department. The clownery continues

Casino said that they open account, i can check this after few days

Thank you for the update, aleks86.

Please let us know of any further developments.

Kind regards,

Adam

Dear aleks86,

The casino has stated that your account has been reopened, can you please provide an update on the situation? Has the complaint been resolved?

Kind regards,

Adam

Now i am in Luxembourg, and i will be here about one week. Do not want to enter into casino from Luxembourg ip and give casino another reason to block me. I will be back in Montenegro after about one week, and first what i do, i will check my account status and my balance.

Hello aleks86,

Thank you for the update, we will extend the timer for one week.

Kind regards,

Adam

I log in account and made first withdraw. Hope casino will approve it fast

Only 2400 are withdrawed. with other amount i have problem, casino system decline withdraw

Support said that 3000 is daily limit, so i will make withdraw in next two days. Thanks for help

Thank you for the updates aleks86.

We will allow some time for the payments to be completed and wait to hear from you.

Kind regards,

Adam

Greetings, 

The last withdrawal request was already processed on 12.10.23 at 21:06 UTC. 

This withdrawal was paid out via Skrill, which is instant, so all the winnings should be on the customer's side already. 

Thank you, everyone, for understanding and cooperation on this matter. 

Best regards, 

Pledoo Team

casino already withdrawed winnings. hope this will stop strategy to try to confiscate winnings from players.

Dear aleks86,

Thank you for confirming that the payments were received. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, aleks86, 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. Our goal is to assist you.

We would also like to say thank you to Pledoo Casino for their assistance and understanding.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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