Pledoo Casino - The player's unable to close his account.

Good morning, on January 17 at 8:23 p.m., I requested the closure of my account at the Pledoo online casino, attaching a copy of my ID and stating my illness, since it is a serious personal and family problem.

Not only did no one close my account but I am still allowed to play at said casino.

I request that they close this for me and return the income made since that date.

I hope you help me solve it.

Hello Xotin36,

Thank you very much for submitting a 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.

Did the casino respond anything to your request? Did you try to contact them since then? Could you please further explain your issue for which you want to close your account as based on the screenshot (maybe it's a translation mistake) you wrote to the casino that you have a problem with a game.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hello, I don't know but nobody tells me anything...

Hello Xotin36,

I've checked the document you provided. Unfortunately, this is a self-exclusion in casino which has Spanish license. As this casino does not have it, the exclusion is not effective. If you did not ask for self-exclusion in this specific casino, there isn't much we are able to do. Let us know if we can help you somehow else but in this case, the casino has no obligation to refund any of your money.

Regards,

Nick

Hello Xotin36,

Thank you for making it clear. How much exactly did you deposit since you asked them to close your account?

259€

Dear Xotin36,

I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

Hello Xotin36,

I have reviewed your case and understand the situation. I will contact the casino to see if I can help.

We would like to invite Pledoo Casino to join the conversation and participate in the resolution of this complaint.

Let us clarify the ongoing situation in regards to this case.  

As visible from the live-chat history, the client reached out to our support department via live chat on January 17th, 2022 asking to close his account because of an issue with one of the online games, and the fact that he has no luck. The chat representative replied with a standard message, stating that the client's account is blocked for a week and in order to get the account blocked for a longer period or blocked permanently, the client has to contact the Security department via email at security@pledoo.com 

The security department is based on the casino platform, and for the SUpport service we hire contracting companies, therefore, the Support's service has limited functionality. 

The Security department did not receive any email from the client after the live chat, so due to our system, the player has been unblocked automatically after a week and automatically received cashback in FreeSpins for his previous deposits. 

The Support did not receive any emails about the client's gambling addiction until February 19th, 2022. That day, the client's message was transferred to the security department, because the client reported gambling addiction, and the account was permanently blocked immediately.  

Also important to mention, we have gone through the client's account and the amount that has been deposited after the account was automatically unblocked after a week, is 210EUR, no 259EUR, as the client claims.

Hello Pledoo Casino,

Thank you for your prompt response.

Would you be able to provide supporting evidence for the above? It can be forwarded to my email adam.m@casino.guru if preferred.

They have the mail because I sent it and I have it attached from the first day. And if you are right. They are 210 plus €1 of commission that they charge for each transaction. And the mail is sent and is attached. I request the return of those €210 since I understand that the commission is not your responsibility. Thanks

I sent it to support since I didn't know I had to send it to security. Other times they send it from there to the security department and even more so when I report a problem as serious as this one.

If I report that problem, the closure must be imminent due to my problem and safety. I hope I get that amount back. Thanks

Dear Pledoo Casino,

Has the email shown in the screenshot provided by the player been received by the casino support?

if they received it

Well, I don't know what's going on, but no one tells me anything... If they don't answer me, I'll try to file a claim with the gambling regulator in your country. All the best

Hey Team

We have provided the necessary evidence to the mail - adam.m@casino.guru

I requested the closure of the casino due to problems with online gambling and you did not close it for me taking advantage of my illness. I think it is normal that I requested a refund of €210

In case of non-return, I will report it and let the competent authority decide. Grace

I have nothing to hide and I publish them for you to see.

If they are not going to make the return, I do not want to take more time to report. Tell me why today I will do it. Thanks

Hello Pledoo Casino,

I have received and reviewed the evidence you have sent.

From what I can see, the player initially asked for the account to be blocked on January 17th as stated but then changed their mind to instead play out their free spin bonus.

The player has then later e-mailed support requesting the account be closed, and the account was blocked for a week.

The player then makes contact on February 19th, and the matter is passed to security as a gambling problem is mentioned.

This raises a question for me. The reason stated (in Spanish) for the account closure request by email on January 17th was stated by the player as "Cierre de mi cuenta por problemas con el juego ONLINE".

The reason stated for the account closure request on February 19th was "cierre de mi cuenta por problemas con el juego online". This is the exact same text.

Why then was the matter not transferred to the security department in the first instance?

It's the same thing I ask myself... I just want them to refund the €210 and close my account forever.

I think they didn't close it because I was earning a lot of money and they profited from my illness. I request the return of €210 and end this dispute now!

Thank you very much

"My account has been closed due to problems with the ONLINE game" -

That's the message the support team received on January 17 and there was no reason to send that message to the security department. There is no mention of GAME ADDICTION / GAMBLING PROBLEM or anything similar to gambling addiction. The message does say there is a problem with the ONLINE game.

"On January 17, I requested the closure of my account due to problems with online gambling, attaching a copy of my ID. They have not closed my account and I request the return of all the amounts deposited since that date.

What I don't understand is why they didn't close my account when I requested it since I attached my ID and explained my problem.

From what I see I sent it to support and nobody sent it to security??? Because that message was sent to me 11 days after sending the message that I have a serious problem with online gambling and attaching my ID photo. I think it is more than necessary for them to close my account or how they have done in this claim to derive it directly." -

This is the message the support team received on February 19. The client duplicates the problem with the online game, but also demands a refund of deposits and promises to go complaint to the regulatory authorities. Due to such a detailed form of threats and demands, the correspondence was handed over to the security department. After carefully reviewing the correspondence, the security department concluded that by "problem with the ONLINE game" the player meant something else - an online gaming addiction problem. As a result, the client's account was permanently blocked.

Thank you very much for the reply.

First of all, they always spoke to me in perfect Spanish.

Secondly, if I request the closure of my account, attaching a copy of the DNI and I expose problems with the online game, the minimum, except for an error, is that they ask what kind of problems, and in no case did they do so.

And thirdly, if this casino operates in Spain, it has to have people who know the language perfectly and not use translators to have the best-informed and safest customer and no errors of this type happen, which I repeat, except for an error, they had to ask what kind of problem Because if I have a problem with a specific game, nobody puts a solution?

They knew very well what my emails said, what they did not want or did not do well to escalate the case and block my account and look for excuses.

I repeat: are you going to return the €210 to me today? If not, we will escalate the complaint from my lawyer to the gaming regulator and I will ask them for damages, attorney's fees, and interest.

Many thanks. Sincerely, Fernando R**** G*****.

We don't have any professional Spanish-speaking agents at the moment.

We have asked them if they will return the amount of a total of €210? He doesn't answer us.

They don't even answer us... I see that they operate in Spain and they don't have Spanish-speaking agents...

On the other hand, my lawyer tells me that I express very clearly in the email the closing of my account, which they have to do.

And if something creates confusion, ask what the problem is, that's what the help desk is for. Which they did neither.

If it is late they do not respond this afternoon we will send the complaint to the gaming regulator in your country.

Adam, once the casino tells us if it makes a refund or not, could I attach a copy of the complaint that my lawyer is writing for me in case there is something wrong?

Thanks greetings

Hello, good afternoon, I don't want to bother you, but I don't know what happened?

Hello nobody says anything???

Hello, can someone say something please?

Hello all.

Please accept my apologies for my delayed response.

The process of requesting a self-exclusion should be as user-friendly as possible. In this case, it seems that the system that the casino has in place, however unintentionally, has let the player down on this front.

While it does seem that there has been an issue with a translator, the casino could definitely have done more to determine exactly what problems the player was facing and, had it done so, the matter would likely have been passed to the correct department in the first instance the request was raised.

Considering this, We feel it would be fair to return the player's deposit.

No problem.

I hope they will refund the €210.

And in that case tell me how they make the refund.

Thank you very much.

We re-examined the case. 

Although It is not quite clear to us what the decision of Casino Guru representative Adam is based on when the arguments of Casino Guru representative Nick were the opposite. 

Nevertheless, it was decided to return 210 euros to the player. We will contact the player to discuss the details of the refund.

Dear Pledoo Casino,

Thank you for your response and for the update on the situation. To clarify, the conclusion was reached after a review of all of the supplied evidence.

Dear Xotin36,

Please let us know when you have received your payment.

Hello, I already received the amount of €210. Many thanks to casino guru for all the help. A pleasure

Hello Xotin36,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.