Pledoo Casino - Player’s withdrawal delayed due to additional verification requirements.

Today I unfortunately have to complain about my favorite casino. I never had any problems with pledoo but at the moment I have. After winning 3000 euros, I requested a payout of this amount Now pledoo is asking me for bank statements from my Astropay e-wallet, although I haven't even made a deposit with it recently they refused my payout with the requirement to upload these bank statements from the Astropay account To be honest, I was always very satisfied with pledoo Withdrawals went very quickly, as did deposits, and the support was always top-notch but this is really cheeky and only aims to lose the profit again. I'm not even writing this complaint because you should find a solution I just want to vent my frustration because I'm really very disappointed with pledoo Because contrary to what pledoo claimed in the email to me, my account was and is fully verified because I have already made several payments and deposits and the account is not young either

I just want pledoo not to start like most other casinos and play for time so players lose their winnings pledoo was actually always fair and it was fun

Dear aljoshaallea,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pledoo Casino.

I checked the casino's terms and conditions and found this:

"Pledoo reserves the right at any time to perform security checks on Customers account where the following documents might be requested but not limited to (a) identity of the Customer (b) proof of address (c) payment card colored photo (d) statement of payment method used and any information provided to Pledoo by the Customer. Pledoo reserves the right to limit the Customers account during the verification and/or investigation process. Pledoo can ask about a selfie with ID or passport if the client can’t send documents during two day time."

Could you please advise if you already provided the proof the casino requested, or have you provided verification documents regarding the payment method in the past?

Please understand that casinos on some occasions might ask for additional verification, which is nothin unusual.

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,

Tomas

My account was fully verified and there was no reason to refuse the payout from my point of view

The casino received all the necessary documents for verification from me. In the past, as I said, my account was fully verified and there have already been several payouts in the past only these were not as high as now, so my guess is that the game is being played for a time

The funny thing is that I didn't use Astropay to deposit at all, but my credit card, so the demand for Astropay account statements is totally justified

Die schnellste und einfachste Lösung des Problems wird es sein pledoo hier einfach Mal in die Diskussion mit rein zu holen eventuell klärt sich die ganze Sache dann schnell auf

Pledoo just contacted me and told me that my account is fully verified again However, I would like pledoo to comment on this again because this delayed my payment unnecessarily and I do not get my money before the weekend as planned

I am glad to hear your account was verified.

Usually, additional verification is requested when the amount of deposits or withdrawals reaches certain thresholds.

Were you able to request a withdrawal of your winnings? Was it processed successfully? May we consider the issue resolved?

Dear aljoshaallea,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.