Pledoo Casino - Player’s winnings have been delayed for verification.

Sie wollen mein Gewinn nicht auszahlen und Legitimation der Gewinne überprüfen da ich ein neu Kunde bin.

Fakt ist aber das ich schon länger wie zwei Jahre bei Pledoo spiele und ein Level von 81 von 99.

Ich habe etliche Verifizierung durchgemacht und Bestanden.

Ich habe das Gefühl da ich zum ersten mal einen hochen Betrag gewonnen habe irgend einen Grund zu suchen in ihren AGBs um diesen nicht auszahlen zu müssen

Mail von Pledoo:

Dear Mattia,

The payouts to your account have been temporarily suspended by the security department for the purpose of conducting a legitimacy check on your bets. This is a routine procedure that is conducted on new clients who have received a large one-time payout and/or a sequence of regular large winnings in the same games.

Please rest assured that once the security department verifies the legitimacy of your bets, we will promptly resume payment of your winnings.

Terms and Conditions:

5. Withdrawals

5.6. In the cases mentioned below, we may review the validity of the customer's winnings via additional check-ups from our technical department and/or through requesting game-play analysis from the game provider:

* Win that exceeds 5000 times the bet. For example: if a customer's bet is made for 0.10 EUR and the win is 500.00 EUR from this bet (0.10x5000).

* Win that is equal to or more than 10.000 EUR. The bet amount is not taken into account.

* Total balance on the customer's account, at the moment of withdrawal request, equals 50.000 EUR or more.

* In cases when the player's win is equal to the maximum potential of the slot. For example, the player wins 5000 EUR on the slot Fruit Party on a 1 EUR bet thus getting the maximum possible win.

These additional check-ups could take up to 7 working days and this information will be communicated to the customer.

Respectfully,

Pledoo Casino Security Department

Vielen Dank

und

Beste Grüsse Mattia

Dear Mexx1988,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issues you're facing with your withdrawal from Pledoo Casino. To assist you more effectively, could you please provide us with some additional information?

• When did you make the withdrawal request?
• Have you received any previous large payouts from Pledoo Casino, and if so, were there any delays or issues similar to this one?
• Could you provide more details about the verification processes you have completed, including any specific dates or documents submitted?
• Have you had any further communication with Pledoo Casino since receiving the email you shared? If so, what was their response?

Additionally, you can forward any relevant communication or evidence to petronela.k@casino.guru.

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

Hallo Petronela

Hier meine Antwort:

1. Ich habe gestern um 21:58 Uhr eine Auszahlung von 2000.- angefordert.
2. Ich habe letztes Wochendende eine Auszahlung von 4000.- innerhalb von 48h bekommen ohne jegliche Diskussion
3. Ich habe alle Dokumente für die Zertifizierung meines Accounts eingereicht (ID, Adresse, Bank, Zahlung etc.) wurde alles auch zertifiziert
4. 
   

Mail von Pledoo heute: Dear M*****,

Please be assured that this is a standard procedure applied to clients who have achieved a significant one-time payout or a series of substantial winnings from the same games.

Rest assured that once our security department verifies the legitimacy of your bets, your winnings will be promptly released. Please note that this additional review process may take up to 7 working days, and we will keep you informed throughout the process.

We sincerely appreciate your patience.

Respectfully,

1. Pledoo Casino Security Department

Hello Mexx1988,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Mexx1988,

Have there been any developments since our last conversation, please? 

Thank you.

Hallo

hat sich alles erledigt sie haben doch noch ausgezahlte

besten dank.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Mexx1988, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru