Pledoo Casino - Hráčův účet byl zablokován.

Good Morning

I joined Pledoo Casinos because of the good reputation it claims to have here. I made a deposit of €200, not wanting any bonus. I don't like to play casino, I prefer sports betting, namely betting on live tennis, although I also occasionally bet on football.

I checked my account and managed to reach €2200. I got up and within 24 hours the money was in my account.

With the remaining money in my account I played for hours and hours and managed to reach just over €5000. I made a withdrawal of €3000 (the maximum you can ask for one day) and €1500 the next, thus respecting the weekly limit of €10000.

To my amazement, I received an email saying that I had to wait between 2-3 business days to verify the legitimacy of my winnings. Although I don't see this in any part of the terms and conditions, I understood and accepted it there.

To my surprise when my 2 pending withdrawals are rejected and my account is blocked. They say it's a normal procedure, the truth is that well over 3 business days have passed and my account is still blocked without giving me any justification.

They don't want to pay me what is rightfully mine, having been won with a lot of effort and with some luck of course it's part of the game. I didn't break any rules, so I feel cheated by Pledoo Casinos.

I hope that Casino Guru, with the evidence I provide you, can help me to resolve the situation.

Thank you for your attention and I look forward to your help to do justice!

Compliments

Marco F*******

93_92

Bom dia

Registei-me na Pledoo Casinos por causa da boa reputação que diz aqui ter. Fiz um depósito de 200€, sem querer qualquer bónus. Não gosto de jogar casino, prefiro apostas desportivas, nomeadamente apostar em ténis ao vivo, ainda que também faça de vez em quando apostas em futebol.

Verifiquei a minha conta e consegui chegar aos 2200€. Levantei e em 24h estava o dinheiro na minha conta.

Com o restante dinheiro da minha conta fui jogando horas e horas e consegui chegar a pouco mais de 5000€. Fiz um levantamento de 3000€ (o máximo que se pode pedir num dia) e 1500€ no outro, respeitando assim o limite semanal de 10000€.

Para meu espanto, recebi um email a dizer que tinha que aguardar entre 2-3 dias úteis para verificar a legitimidade dos meus ganhos. Embora, eu não veja isso presente em nenhuma alínea dos termos e condições, eu lá compreendi e aceitei.

Qual o meu espanto quando os meus 2 levantamentos pendentes são rejeitados e a minha conta é bloqueada. Dizem que é um procedimento normal, a verdade é que passaram bem mais de 3 dias úteis e a minha conta continua bloqueada sem me darem qualquer justificação.

Não me querem pagar o que é meu por direito, tendo sido ganho com muito esforço e com alguma sorte claro que faz parte do jogo. Não incumpri regra nenhuma, por isso, sinto-me burlado pela Pledoo Casinos.

Espero que o Casino Guru com as provas que vos faculto me possam ajudar a resolver a situação.

Obrigado pela atenção e aguardo a vossa ajuda para se fazer justiça!

Cumprimentos

Marco F*******

93_92

Dear 93_92,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

As you might know, our Forum Casino.Guru, deals with complaints regarding online casinos only, not sports betting. Therefore, if the issue will be purely related to breaching a sports betting rule we will be forced to reject your complaint.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you have played in the casino section (slot machines or table games) too?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I got to play roulette with the 500€ I had and that remained in the game account and only after the withdrawals were rejected and my account blocked

Olá cheguei a jogar na roleta com os 500€ que tinha e que ficaram na conta de jogo e só depois os levantamentos rejeitados e a minha conta bloqueada

Thank you very much, 93_92, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello 93_92,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First I would like to ask the representative of Pledoo Casino to join the conversation in order to help us resolve the issue.

Pledoo Casino,

Could you please inform us about the result of the routine check of 93_92's account? Are there any issues preventing 93_92 to withdraw his winnings?

We apologize for the inconvenience caused.

Found a bug in the provider Digitain (Sportbook), which allowed users to bet on some tennis and soccer specific events with the result of this event already known.

Due to this, we temporarily shut down the provider Digitain and sent all customers associated with similar events in which the bug was discovered to verify the legitimacy of bets. Payouts to these customers were temporarily suspended.

The client confirmed that he agrees to wait for the end of the investigation.

Best Regards,

Pledoo Team

Hello all,

thanks to the Pledoo Casino representative for the clarification.

Since the issue is purely related to a sports betting issue, I am afraid we cannot continue to deal with the issue and will have to reject the complaint.

93_92,

I am sorry for the situation, but I am optimistic the casino will be able to resolve the problem to your satisfaction. Although we can't continue to deal with the complaint ourselves, there are multiple sites that have more insight into sports betting issues. I can suggest three websites if you need any further support with your issue:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I wish I could be of more help.