Pledoo Casino - Das Spielerkonto wurde nach dem Selbstausschluss wieder freigeschaltet.

A few days ago I contacted their support and clearly asked for a permanent self-exclusion because I was struggling with gambling addiction. The agent confirmed that my account was blocked.

Unfortunately, like many people with this problem, after a few days I got frustrated and in a moment of weakness I wrote to them asking to reactivate the account. They reopened it immediately, without any questions, cooling-off period, or responsible gambling checks.

Right after that I made impulsive deposits and lost around €1000 – exactly the money I was trying to protect by requesting the block in the first place.

I contacted them again, explained the whole situation and asked for at least a partial refund as a goodwill gesture. They refused, saying everything was voluntary and then blocked me permanently...

I feel this is really unfair. If a player tells you directly "I have a gambling problem, block me permanently", the casino shouldn’t just reopen the account after one emotional message.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Oski2275,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Oski2275,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru