The player from Germany had not received a withdrawal of 1000,-€ which Pledoo Casino claimed they had transferred. The player's bank had rejected the casino's first payment attempt because the casino was not working with a licensed payout partner. The player had provided bank statements as evidence, but the casino had initially refused to acknowledge them. After a series of communications between the player and the casino, the casino confirmed that the withdrawal had been refunded by the player's bank. The funds had been credited back to the player's Pledoo account, and she had been able to initiate a new withdrawal request. Ultimately, the player confirmed that she had received her €1000, resolving the issue.
Pledoo Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Pledoo Casino
Safety Index:HighSafety Index
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8.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Ladies and Gentlemen
After multiple email contacts, the Pledoo Casino claims that you transferred the payout of €1000 to me.
This has not been received since January 22, 2024 until today. The first withdrawal attempt was rejected by my bank because the Pledoo Casino would not work with a licensed withdrawal partner.
Then 2nd attempt and now the casino claims that you have paid out.
This is called embezzlement, holding onto someone's money and is considered fraud.
I even sent my account statement from January 22nd, 2024 to today to the casino.
There you can see which inputs I got. Because I blacked out my payment amounts and account balance for data protection reasons. The account statement is not recognized.
The question I ask myself is that it is not me who has the burden of proof, but rather the Pledoo Casino.
I also told them that I would take further steps such as informing the licensor and the authorities about it.
If you don't succeed.
I have enough photo evidence including a bank statement
please give me info for the attachments
Kind regards
Alin *****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear Alin1987,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pledoo Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify when the casino attempted to send you your winnings the first time and the second time?
- Feel free to post screenshots here, alternatively send the information to my email address at tomas@casino.guru
- Please note the common practice is to demand documents that are unedited unless specifically allowed. If you edit the documents, there is a high probability the casino won't accept them.
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
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10 months ago
Translation
Hello Thomas,
I am sending you the account statements here.
Hello Tomas,
The first attempt was started on January 5th, 2024 and January 8th, 2024.
On January 26th, 2024 I received a rejection of the withdrawals from my bank.
My bank transferred the money back to Pledoocasino.
The second attempt was started on January 22nd, 2024.
To date I have not received any money or received any rejection from my bank.
As far as the bank statements are concerned, only my account balance and the amounts are blacked out.
Incoming and outgoing payments
are completely visible.
This shouldn't be relevant for data protection reasons.
This is only about who has deposited.
Since I can't get the documents uploaded, I'm sending you an email asking you to upload them.
And thank you for your quick reply, Tomas.
Kind regards
Alin *****
Edited by a Casino Guru admin
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10 months ago
Thanks for your message, I assume you sent all 7 pages of your bank statement to the casino support.
- Could you please send me the responses you received from the casino regarding the issue altogether?
- Was it the bank or the casino, who informed you about the transaction being rejected?
- Would you be willing to share the correspondence you received as well, please?
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10 months ago
Translation
Hi Tomas,
I would be happy to send you the rejection that was only communicated to me by my bank.
I will send the statement to your email and email traffic. I would like proof from the Pledoocasino
where you transferred the money to which bank, which IBAN and recipient.
I should send the account statements continuously from January 22nd, 2024.
The totals and account balance are not relevant and may not be used for data protection reasons
be blacked out.
Since I only need to prove the inputs.
Holding someone's money is called embezzlement and is legally considered FRAUD.
If you don't come to a solution, I'll be forced to report this to the casino authority as a complaint and report it to the police.
My bank statements are considered 100% proof as proof.
Kind regards
Alin1987
Automatic translation:
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10 months ago
Greetings everyone,
We sincerely apologize for any inconvenience that may have occurred.
We've sent an additional email to the customer to delve deeper into the matter and find a resolution.
Thank you for your understanding.
Best regards,
Pledoo Team
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10 months ago
Translation
Ladies and Gentlemen
The first withdrawal attempt would be rejected by my bank because the payment service provider INPAY AS is not licensed.
My bank then transferred the money back to you.
And which was credited to my player account.
On January 22nd, 2024 I made a 2nd withdrawal request.
And to date there has been no rejection or credit from my bank.
I forwarded your document to my bank and asked them to check it.
If you can't find a solution again.
I expect a payout of €1000
on MiFinity.
My account statements are legally recognized in Germany, even if the amounts and account balances are blacked out.
The only thing that is IMPORTANT for you to see is the receipt of money.
Kind regards
Alin1987
Automatic translation:
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10 months ago
Thanks to both parties for your replies.
Dear Pledoo Team,
Do you acknowledge the player's issues with receiving a payout using a bank transfer?
Could you please explain which steps should be taken for the player to successfully withdraw his winnings?
I'll wait for your reply.
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10 months ago
Greetings everyone,
We've sent an additional informative letter to the customer, as detailed in our previous message.
Alin, did you receive this email?
Currently, our payment department is awaiting a confirmation document from the customer's bank regarding the rejected payment, as we haven't observed the funds returned on our end, unfortunately.
We hope this explanation clears things up!
Our priority is to facilitate and resolve the matter as quickly and seamlessly as possible.
Best regards,
Pledoo Team
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10 months ago
Thanks for your reply and clarification of the situation.
Dear Alin1987,
please let me know if you can supply the document, I'll await any news or updates.
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10 months ago
Translation
Hello Thomas,
Today I received a response from my bank.
I will forward the original to your email address.
Here is a copy:
Answer to your request 5387100Our customer service has looked at your request and sent you the following message:
Hello Alin ****,
Thank you for your message.
Nothing is visible in our system.
Please contact the dealer to inquire.
Best regards
Pia for C24 Bank
I expect my €1000 on MiFinity.
I'll give Pledoo Casino the opportunity until this Friday. Otherwise I will be forced to report to the police for embezzling my money. The Pledoo Casino already has negative reviews online. Having worked with illegal payment service providers. My bank statements and the response from my bank prove that I did not receive a payout of €1000.
The Pledoo should give it some serious thought.
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Good day everyone,
Alin, could you kindly resend your communication with the bank to the security department at security@pledoo.com?
We're eager to resolve this case, but to proceed with our investigation, we require an official letter from your bank, not copy/paste text.
Thank you for your understanding.
Best regards,
Pledoo
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9 months ago
Thanks both parties for the reply.
Dear Alin1987,
Have you sent your communication to the casino's security department?
With what result?
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9 months ago
Translation
Dear Pledoo Casino, Dear Mr. Tomas,
I forwarded my bank's answer to Pledoo Casino and I forwarded it to you Tomas
I had already sent this via email once before.
This doesn't seem to be enough for Pledoo Casino.
I asked my bank to check a second time.
I would like to point out one last time that I have provided you with bank statements,
where I just blacked out my account balance and the amounts.
I don't have to reveal this to them.
This is about the receipt of payment, which is clearly visible to you.
The response from my bank that I received via email is legally permitted in Germany.
The Pledoo Casino should ask the payment provider for proof of payment.
Maybe the money wasn't entered with the correct IBAN.
Everything looks like it.
But that can't be my problem.
I want my money from you as quickly as possible.
I gave them all the evidence to prove that I didn't get the money.
Do Pledoo Casino really want to report it to the police for embezzling my money????
That's called FRAUD and it's going to cause real problems for you.
Then I will publish this case on other portals.
I'm giving them until Friday of this week to make the right decision.
I haven't seen such a bad casino in a long time.
With angry greetings
Automatic translation:
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9 months ago
Good day everyone,
Thank you for your cooperation in this matter
Please be informed that we have sent the payment confirmation to you on two separate occasions. We kindly ask that you facilitate its redirection to your bank for necessary action. They should be able to verify that the payment was rejected and issue an official confirmation regarding the redirection of the specific payment back to us.
Looking forward to your reply.
Best regards,
Pledoo Team
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9 months ago
Dear Pledoo Team,
thanks for your reply and for the update from Pledoo's security department that you sent to my and Alin's email today.
Dear Alin1987,
Please let us know when your bank concludes the investigation regarding the issue and let us know if you need further assistance.
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9 months ago
Good day everyone,
We've received the official confirmation that the withdrawal has been refunded by the customer's bank.
The funds have been credited back to the customer's Pledoo account, and they can now initiate new withdrawal requests.
We hope this clarification resolves any remaining concerns!
Thank you for your patience and understanding in this matter.
Best regards,
Pledoo Team
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9 months ago
Thanks for the update to the Pledoo Team.
Dear Alin1987, Thank you very much for the update via email.
We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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9 months ago
Translation
Hello Tomas, Dear Pledoo Casino,
Today I received your €1000. !!!
Despite all the complications, I can now announce that I have received my money.
This case is therefore closed.
Thank you again to Tomas for your help in ensuring that I don't take any legal action
had to initiate.
Kind regards
Alin1987
Automatic translation:
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9 months ago
Dear Alin1987,
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 and Pledoo Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
