Pledoo Casino - Player unclear about casino's 'double account' issue.

Hello.

I received a letter from the casino and I'm quite shocked, what is this all about? Firstly, I have my own computer. Another thing that is clear is that if I'm married, I share the same official address. Furthermore, if my husband created an account for me at some point, it certainly would have been done on a phone or somewhere outside our home. Unfortunately, I also have two legally aged children who could have also opened an account for me, but they are not obliged to tell me about it. Now, the children have moved out of the house, but I am still not obliged to know whether they have created an account at the same casino. And in my understanding, a 'double account' means that I have created multiple accounts for myself. But why? Is there any sane reason to create two accounts for myself? 

Dear anzelika33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you please inform us of the registration date of your account and whether you have completed the account verification process successfully in the past?
• Additionally, could you specify which games you have been playing—live casino games, slots, or sports betting?
• Were your winnings accumulated with or without an active bonus?
• Lastly, is there anyone among your family members who can confirm or deny opening an account in the same casino?
• What device did you use to access the casino?

If there’s any relevant communication, please forward it 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

Hey.

I opened an account a couple of days ago. The bonus has not been taken. I did make a confirmation, because if it's possible at the casino, I'll do it right away.

I play on a Lenovo computer.

I ask the family if they have dill.

I play their slot game, not everyone remembers, but the candy game Gonzo guest, something like that I have seen others play.

Hey. I got a picture from my husband of something related to Pledoo, but the date is 09/04/2023

Hi anzelika33,

• Am I correct in understanding that your husband also holds an account with the same casino?
• Was he using the same device to access his casino account?

Thank you.

Hey.

he said he had an account there. But he has been elsewhere on the plane and the address is also different. he lives in Sassintie, December 2023

Hi anzelika33,

• Am I correct in understanding that there should be no connection, such as the same address, IP, device, or credentials, between you and your husband's casino account?

Thank you.

Hello. We don't have a common ip machine, etc.

yt Anzelika

Thank you very much, anzelika33, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, anzelika33,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Pledoo Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

In the first screenshot, I can see signs of multiple accounts. However, if the user only played slots without using bonuses, as she claimed, why are the winnings considered invalid? Can you explain what an unfair advantage she gained by playing in such a way?

Since we are talking about quite "sensitive" information regarding possibly multiple accounts detection, if it suits you more, feel free to send the necessary supporting evidence and/or details to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings everyone,

We've reached out to Branislav directly, offering the necessary information and evidence to clarify our perspective.

Best regards,

Pledoo Team

Dear anzelika33,

I requested an additional piece of evidence from the casino, and I am waiting for their response.

In the meantime, considering the details provided so far, I have a few questions for you.

There were discrepancies in the information you stated above. First it was possible that there was the same address with which the linked accounts were registered, then you claimed that the address was different in your husband's account, but in the screenshot from the casino, there is information that the address is the same. So, how is it, please?

Since the addresses were very likely the same in both accounts, can you please ask your husband if he can confirm that his account was blocked/closed in Pledoo Casino per his request several months ago?

Considering also the information from the casino's email that there was a password hash match, which means that the same password was used in both accounts and it would be a very big coincidence to be true that we are talking about 2 different people using the accounts, how do you imagine proving the disputed account was not only registered by your husband using your identity to bypass the casino's restrictions regarding his closed casino account?

Have you received your deposit of 100€?

Hey.

Haven't received the 100 euros.

Yes, my husband owns 50% of the detached house, but we have lived separately since 2022-2023, but as he has lived in this house before from 2004-2022, he may have automatically put the old address. Because he was born in 1956, it is so hard to remember the new address.

in December 2023, he moved back home.

Why does he have the same password, I think it's just because the home online password is the same and that is his daughter's name, and he often uses it like me.

Bank. It's everyone's personal, that is, we don't just have a card, we still have to confirm it with bank codes, which means everyone has their own phone number where the code comes from. That is, it all comes under the personal identification number.

That means no one else can use my card, not even e-mail, it is also protected by each person's own password.

I have found that plead on your page

I don't know, my husband said that he has asked to close my account, but there was never an answer, even though he said that he has asked many times.

And why do I have to create multiple accounts for myself in casinos? There are many casinos, you just care about someone else and play as you like.

Dear anzelika33,

I am in contact with the casino outside of the thread and I am waiting for additional information regarding the deposit refund.

However, considering all the information provided by the casino so far, I do not think we will be able to help you with the disputed winnings. There are reasonable grounds to believe that both 2 linked accounts were registered and used by the same person, which is strictly prohibited (especially after account closure). Unfortunately, based on the provided details, if it was not true, it would be likely impossible to prove otherwise. But, since I received the information that the casino should have refunded your deposit, I will wait for additional details from the casino representative and help you at least with the deposit refund.

I will inform you once I have the necessary details or news. For now, I am setting the timer for the casino.

Dear anzelika33,

I am waiting for a confirmation of a refund to your credit card from the casino.

In the meantime, can you please confirm the last 4 numbers of the credit card (VISA) you used for a deposit to the casino? Are we talking about the card I saw in one of your screenshots above - **7466?

Can you also provide us with an update? Has your deposit already been refunded to your payment method? If not, can you please provide me with a bank statement for the payment method in question from March 2, 2024, until today?

Dear anzelika33,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Pledoo Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru