The player from Sweden, who had been previously suspended from BetItAll.com due to gambling problems, had requested a refund of her deposits totaling 515 euros from Pledoo.com. She had alleged that the casino was violating responsible gambling principles by not responding and allowing her to continue playing. After reviewing the provided documents and the casino's terms and conditions, we determined that the casino had taken prompt action to block the player's account upon learning about her gambling issues. We also noted that a previous self-exclusion from a different casino did not automatically apply to other casinos. Therefore, we concluded that the complaint was unjustified. Despite extending the response time by 7 days, the player did not provide any additional information that could have changed this conclusion, leading to the rejection of the complaint.
Pledoo Casino - Player seeks a refund.
Amount: €515
Pledoo Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello! I want to start a complaint about pledoo.com. I have been suspended at their sister casino Betitall.com because of gambling problems. That's are under the same regulation Momus2006 N.V. my account got suspended 20 may 2023 at betitall casino.
and i requesting a refund of all my deposits that I been able to do from 20 may 2023 at pledoo.com and that is a total sum of 515 euros.
I have tried to talk to the casino about how they go against responsible gambling because they let a gambling addict continue to play and spend money at their casino, but they won't reply me back.
regards, Evelina Johansson
Dear ewe1993,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion to this specific casino? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
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
Thank you, ewe1993, for your email. I regret that I cannot provide further assistance. As previously mentioned, your account was promptly blocked by the casino once you informed them about your gambling problem. This immediate action prevented any further deposits or losses. However, it's important to note that your previous self-exclusion in another online casino is not directly relevant to this particular case.
According to the casino's terms and conditions and our recommendations to all players, if you wish to self-exclude from a specific casino, you must directly contact that particular casino. Relying on self-exclusion measures from a different casino, even if you suspect a connection between them, is not considered sufficient.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Dear ewe1993,
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.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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