Pledoo Casino - The player's balance was voided.

Hello! I am a Pledoo casino player. On July 11, 2022, I made a deposit using the LTC cryptocurrency. Since my account has the Ruble currency, the deposit amounted to 5300 rubles. When I deposited, I used a 150% bonus. The first slot I started playing was Razor shark(Push gaming). Playing at a rate of 70 rubles, I caught changing symbols (depicted as algae on the reel, this is a feature of the slot) and an error (exception) appeared on the slot screen. Periodically

I tried to open the game again and again, but every time I tried to click on the spin, I gave an error (exception). The next day, July 12, 2022, I again tried to open Razor Shark and click on the spin, but the error (Exception) did not allow me to do this. After 3 hours, I managed to open the slot when I had 127k rubles on my balance. At this point, I did not receive any notification that the bonus was wagered.

I made 2 spins, but I didn’t get any winnings, after making another spin, I got a win in the amount (about 3300 rubles), after making about 5 more spins, I closed the slot and went to check the bonus wagering progress. The bonus was successfully wagered and 130k rubles became available for withdrawal. After that, I decided to go through automatic verification. But after uploading all the necessary photo documents (all photo documents were of excellent quality), after 20 minutes I saw that my verification was rejected. Two days later, I sent a letter to the address security@pledoo.com casino. In which I explained the problem and attached my documents. A couple of hours later, I received a letter from them asking them to send them a selfie photo with a passport. I immediately sent them a selfie with a passport.The next day, July 15, 2022, I received a letter from (security@pledoo.com) stating that my documents were accepted and a letter from security@pledoo.com(security services) stating that my account was blocked and all funds were deducted from the balance due to "Suspicion of bonus hunting".

6.13. Bonus hunt is strictly forbidden with any active bonuses (Welcome / Reload bonuses, Special / Streamer bonuses, etc.). *Bonus Hunt means collecting bonus features that include free spins in online slots or bonus savings, then closing that slot and opening it after the wagering process of a bonus is completed.

6.15. If the violation of the rules was considered by us as an attempt to cheat the casino, Pledoo has the right to confiscate all winnings and deposits without the possibility of a return.

  In the process of fulfilling the conditions of the bonus, I did not violate any rules. I have not played slots with accumulative features that are prohibited, nor have I postponed winnings or postponed bonuses. I didn't bid. I am also attaching screenshots of responses from casino services to the letter.

I believe that the casino, under an imaginary pretext, wrote off my winnings and blocked my account. I ask you to hold the casino accountable and return my winnings.

Hello Mikemisha,

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 if the casino ever specified which exact part of the term did you breach? Do you still have the communcation with them saved and could you send it to nikolas.b@casino.guru. Also please if you can access your betting history, forward it as well.

Looking forward to your answer.

Regards,

Nick

Мой депозит и выгрыш с бонуса в размере 130000 рублей был аннулирован и аккаунт заблокирован.

Во время игры с бонусом мне не давало нажать на кнопку спин.Я нечего не копил.Я отыграл бонус по всем правилам.На балансе на момент отыгрыша был 127000 рублей.

Thank you Mikemisha for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mikemisha,

I will assist you with the complaint from now on.

Please note that if the casino confiscated your winnings due to the practice of 'delaying rounds' we won't disagree with their decision. I will ask the casino for proof of this happening in your case.

Pledoo Casino,

Could you please explain why Mikemisha's balance was confiscated and his account blocked? Please provide us with the relevant game history that proves your allegations, so we can review it. Please send it to my email address at tomas@casino.guru

Hi Team. 

We sent an explanation of this situation to tomas@casino.guru.

Regards,

Pledoo team.

Thanks for the evidence provided by the Pledoo casino team. We'll review it shortly.

Hello all,

we had a look at the evidence and we have to conclude that 'delaying rounds' took place. Using the tactic the player gains an advantage over the casino, which they otherwise wouldn't be able to.

Mikemisha,

We will now reject your complaint as unjustified. There is no basis we can use to argue in your favor as we agree that based on the presented evidence, the casino had all the right to confiscate your winnings and deposit. Even though we cannot help you with this case, don’t hesitate to contact us if you run into any issues with any other casino in the future.