Pledoo Casino - Player with gambling addiction opened second account.

Dear Casino Guru Team,

I am suffering from gambling addiction and had been free from gambling for a long time. Unfortunately, despite my account being blocked at Pledoo, I was able to open another account through a change of name while still using the same date of birth and phone number for verification. The KYC process was also completed for both accounts. According to the guidelines for gambling addiction, this should not have been possible, even if the name changes. I acknowledge my problem with gambling but I still want to proceed with submitting a claim for a refund and kindly request your support.

I am willing to provide all the necessary information.

Best regards,

Hello manuelm,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pledoo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you request for self-exclusion in Pledoo Casino and how did you request for it? Did you mention addiction in your request? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The self-exclusion was initiated with the notification of gambling addiction, and it is evident that two accounts were opened and subsequently closed. The self-exclusion was requested via chat. Past bank statements also confirm the deposits made by both accounts in connection with pledoo. I have currently submitted the inquiry to the casino and am awaiting their response. My lawyer has expressed that the jurisdiction is clear regarding individuals with gambling addiction and has recommended seeking an amicable resolution. Therefore, I have approached you with my request, hoping for a peaceful and fair solution.

Dear Nick,

The core of the issue lies in the casino's system allowing the registration and operation of multiple accounts under a single telephone number, a fact that has led to a dispute regarding the legitimacy of my refund request. Despite the differences in the accounts' surnames and residences, the critical lapse in their security measures—namely, the reuse of a telephone number for multiple account registrations—has facilitated a situation that should have been technically and procedurally prevented.

This oversight by Pledoo Casino not only undermines the trust and safety measures essential to online gambling platforms but also appears to be in contravention of various regulatory standards. Specifically, regulations such as the General Data Protection Regulation (GDPR) in the European Union and similar laws in other jurisdictions mandate stringent verification processes to prevent fraud, including the creation of duplicate accounts. These regulations are designed to protect users and maintain the integrity of online gambling by ensuring that platforms implement adequate identity verification and account management practices.

Given these considerations, I believe that my situation with Pledoo Casino warrants a review based on both the technical oversight and potential non-compliance with relevant legal standards. As such, I am seeking the support of Casino Guru, a respected authority in the online gambling community, to help address and escalate this matter.

Your platform's commitment to advocating for fair play and assisting players in resolving disputes with online casinos is highly regarded, and I am hopeful that with your support, a fair and just resolution can be achieved. Your expertise in navigating these issues and your understanding of the legal frameworks governing online gambling could prove invaluable in highlighting the seriousness of this oversight and the need for remedial action.

I am willing to provide any additional information or documentation required to support my case and am eager to work with you to address this issue. I trust that with Casino Guru's involvement, we can encourage Pledoo Casino to revisit their decision, considering the technical and legal shortcomings that have contributed to this dispute.

Thank you for your time and consideration. I look forward to your response and am hopeful for your support in resolving this matter.

Sincerely,

[Your Name]

Hello manuelm,

Self-exclusion servers to prevent gamblers to play and spend any additional money in the casino. Every casino uses different methods to prevent this and it is not guaranteed that the phone number is that factor that detects multiplicity. If you would have enter your correct data, you would be eligible for a refund but you simply bypass the system and knowingly gave false information to the casino.

Unfortunately, the casino really did everything correctly and there is no reason for any kind of refund.

If you urge to play in an excluded casino again, I would recommend to provide all the possible information to the casino so they can block you properly (multiple addresses, e-mails, phone numbers) otherwise only those one details will be detected by the system.

Is there anything else we could assist you with?

Dear manuelm,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.