Pledoo Casino - Player's winnings confiscated after account closure.

Good evening. Please help me I am neither a thief nor a scammer. 15 days ago I opened an account for which I did verification from the first moment. I made deposits and 2 withdrawals (ALL THROUGH skill - silver level). The withdrawals were 450 and 100 euros. My huge problem is that I won in crazy time and made a withdrawal request of 3,000 euros. While I was normally waiting for my earnings through skrill, I got this reply:

"Unfortunately, your account cannot be verified because you did not provide the correct surname when registering an account on our project." They closed my account and confiscated my earnings. I'm sure I haven't made a mistake in entering my last name, but it seems that my name has been used twice as both a first name and a last name.

When opening the account I sent my identity card as well as proof of residence which again shows my name and surname.

I am ABSOLUTELY sure that I did not make a mistake in entering my details.

Please help me!!!!! Tell me what I should do. Whatever proof you want I'll send you (identity card, proof of residence, etc). I work in a big organization here in Greece.

Can you contact them?

I owe my family 3,000 euros!!!! It's a shame, I'm writing and crying at the same time. I'm not a cheater, I just happened to win once. Please don't take it away from me.

I hope for your help so I can get what I won.

Dear pmoulias,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please be aware that providing false personal information is strictly forbidden in all online casinos. However, I acknowledge that you did not do so intentionally and may not be aware of any such error. Considering you have received winnings from this casino in the past, and your account underwent a basic verification process, we will make an effort to assist you.

If there's any relevant communication between you and the casino that could help us to understand this issue thoroughly? My email address is petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, pmoulias, for your reply and email. Could you please confirm whether the casino provided you with specific details about the exact mistake that was made?

Of course not Mrs Petronela. They just claimed that I didn’t write the right surname in my application, which I am so confident and sure that I fulfil the right information. Please keeep in mind that my account was verified by them the same day I opened the account, by providing them my identity card and a proof of residence. Foremost they paid me twice!!

Καλησπέρα σας και πάλι. Ειλικρινά κυρία Πετρονέλα σας μιλάω ειλικρινά δεν έκανα τίποτα παράτυπο. Εφόσον τα στοιχεία μου όπως ισχυρίζεται το καζίνο ήταν λάθος, γιατί μου έκαναν επιβεβαίωση του λογαριασμού; Επιπλέον γιατί δέχτηκαν συνολικές αναλήψεις € 550; Απλά όπως οι περισσότερες εταιρείες αυτού του είδους δεν περίμεναν ότι θα ήμουν τυχερός!!! Είναι τόσο άδικο όλο αυτό!!Τα προσωπικά μου στοιχεία είναι ξεκάθαρα!! Σκέφτομαι να κινηθώ νομικά, είμαι μορφωμένος άνθρωπος και εργάζομαι σε μεγάλο οργανισμό! Σας παρακαλώ εξαντλείστε την διαπραγματευτική σας ισχύ για να πάρω ότι μου ανήκει. Νιώθω ότι με έκλεψαν και όχι ότι έκανα κάτι εγώ.

Εκτιμώ ιδιαίτερα τη βοήθεια σας και θα περιμένω με αγωνία τα νέα σας!!

Καλημέρα υπάρχει κάτι νεότερο παρακαλώ;

Thank you very much, pmoulias, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi pmoulias,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Pledoo Casino to join this conversation and share more information regarding the case.

Can you please provide us with more details regarding the case? It seems the player has mistakenly entered the wrong surname information and instead put their first name in, is that right?

Thank you.

Best regards,

Tomas

Greetings everyone, 

The email address (pmolias@icloud.com) given in this complaint does not match any customer records in our database.

Please be informed that our verification process is outsourced to Sumsub, an external company. This limits our knowledge and visibility of the information mentioned by the customer. 

The only factual detail we have from this complaint is the customer's name: Panagiotis. 

To continue our investigation, could the customer in question please provide us with accurate information and data? 

Correct name, surname, and email would be enough. Thank you for your cooperation and understanding.

Sincerely,

Pledoo Team

Thank you for the information, Pledoo Casino.

Dear pmoulias,

Could you please provide the casino with the requested information? I will hide it from the public.

Kind regards,

Tomas

Dear Pledoo Casino,

It seems the player made a typo with their email address here at Casino.Guru

However, can you please check the player's account now, and let us know about the result of the investigation?

Thank you.

Kind regards,

Tomas

Good day everyone, 

Let's go through everything step by step and explain our position on the matter: 

On 2023-07-27 (14 days ago) customer made a registration and provided the following data for most basic KYC requirements. 

Name: Παναγιώτης (Panagiotis) 

Surname: Παναγιώτης (Panagiotis) 

For these types of situations, we have the following rule in our Terms and Conditions: 

3.4 If You provide incorrect or incomplete personal details (e.g. name, surname, date of birth, phone number or address), we won't be able to verify Your account fully. Our Security Department may fix three-letter errors in Your name/surname only if it's not the first or last letter of it. In case of mistakes in the date of birth, our Security Department may change only one digit. If You noticed that You had provided incorrect or incomplete personal details during the registration process, please contact us immediately, without depositing or placing any bets.

On 2023-08-01, the customer won some money, uploaded his documents into the SumSub verification system, and provided new/correct data for them. As mentioned in the previous response, Sumsub is an outsourced service with its own verification requirements and standards. They wouldn't verify the customer if he provided them with the same details as he provided us. 

Following a successful verification on our third-party platform, the customer initiated two withdrawals – 100.00 EUR and 450.00 EUR, both of which were approved by our automated system. In order to enhance the ease of the registration, verification, and withdrawal process, we have implemented certain automated procedures, ensuring customer convenience until a specific payout threshold is achieved.

As described within our Terms and Conditions, the following paragraph elaborates on the issue: 

5.5 An additional security check will be initiated after a single withdrawal that exceeds EUR 1000 or cumulative withdrawals with a sum over EUR 2000. Pledoo reserves the rights to exercise security checks like these in the cases of lower payouts.

When the customer requested his final 3000.00 EUR withdrawal, our AML department reviewed the validity of the customer's winnings and double-checked his primary KYC data as written in our Terms and Conditions. 

At this point, the customer's critical KYC error was noticed, and based on below mentioned rules from our Terms and Conditions, winnings were cut, and the account was blocked. 

3.3. The customer has to fill out a registration form in order to open an account at Pledoo. The customer ensures that the information provided is correct, complete, and up to date. Pledoo conducts verification procedures for its Customers. Hereby we inform you that if Pledoo shall suspect that any of the information is misleading, false, incomplete, or compromised in any way, Pledoo reserves the right to impose restrictions on your account. 

3.4.2. If our security department can't fully verify clients' account and/or have reasonable suspicions that fraudulent activity is at play, clients' winnings can be voided and account blocked.

We trust that this clarification regarding our decision is helpful!

If any extra information or evidence is needed, please let us know. 

Best regards, 

Pledoo Team

Dear Pledoo Casino,

Just to clarify, have you closed the player's account and taken away their winnings solely due to an error made by the player in the registration form? Specifically, placing their first name in the "surname" field.

Kind regards,

Tomas

Dear Tomas,

Is it possible for you to remind once again the casino about my case? Five days with no answer from them!!

I didn’t make anything illegal, I want my earnings!!

Kind Regards

Panagiotis Moulias

Dear pmoulias,

Sorry for the delay. I would like to inform you that the investigation is over, and we should hear from the casino soon. Therefore, I'm extending the timer for another 7 days.

Thank you for your patience.

Kind regards,

Tomas

Good day everyone,

After detailed and extensive analysis, we are willing to cooperate on the matter. 

The customer and the Casinoguru team have presented sufficient evidence and convincing arguments, validating that the situation is genuinely a mistake and not driven by any bad motives or fraud attempt. 

Nonetheless, it remains essential for us to highlight that the measures and protocols we initially employed are in accordance with industry and global KYC standards. 

However, each case must be evaluated on a case-by-case basis, allowing for interpretation and the flexibility to revise decisions. This is precisely the approach we are taking in this situation.

The customer's account has been unblocked, and his winnings have been credited back to his Pledoo balance. 

For a successful surname change and withdrawal process - we kindly request that the customer sends an email to security@pledoo.com

Please include the following details within the email:

1) A formal request for a surname change

2) The exact spelling of the correct surname.

3) An attached selfie of the customer holding their identification document. 

After receiving the requested email, the customer's account will be fully verified, and there won't be any withdrawal problems in the future. 

We hope our decision will be suitable for all parties involved. 

Best regards, 

Pledoo Team

Dear Tomas,

I have already sent the email to the casino following the instructions given.

I would like to inform you that my account is open again and when they verify my account I will submit a withdrawal request.

I will inform you again according to the result.

Kind Regards

Panagiotis Moulias

First of all, thank you very much, Pledoo Casino, for reopening the player's account.

Dear pmoulias,

Please update us once you have received the payment. Thank you.

Kind regards,

Tomas

Dear Tomas,

I have just received my payment!

Please consider my case closed!

Thank you so much for you help!!!

Kind regards

Panagiotis M***

Dear pmoulias,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas