Pledoo Casino - Der Versuch des Spielers, sich selbst aus dem Casino auszuschließen, wurde übersehen.

Good morning

the casino wrote in its review on your site that gambling addicts can also be paid out without an open account. Unfortunately, the casino did not confirm this to me via email at the time, but wrote to me that the account must be open.

the casino forced a gambling addict to reopen the account and I lost my winnings. I await the refund of deposits!

Guten morgen

das casino hat in seiner Bewertung auf eurer Seite geschrieben dass Auszahlung bei Spielsüchtigen auch ohne geöffnetem Konto erfolgen können. Leider hat das Casino mir dies damals via email nicht so bestätigt sondern mir geschrieben dass das Konto geöffnet sein muss.

das Casino hat einen Spielsüchtigen gezwungen das Konto wieder zu eröffnen und ich habe meine Gewinne verloren. Ich erwarte die Rückerstattung der Einzahlungen!

Dear Basel999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I'm not sure if I understood the issue completely. Could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Do I understand correctly that later you were asked to re-enter your blocked account and you lost all your active balance?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, Basel999, for your email. Could you please forward supporting evidence that your account was blocked initially due to a gambling problem?

No unfortunately not anymore, it was in the chat. However, I had sent them proof that I had asked the casino to keep the account closed and withdraw the money. The account was closed because I had closed it.

after I was told that a payout is impossible (I have one

found further emails that they expressly confirmed that this was not possible) I asked to open the account again.

based on my review on casino guru, the casino then claimed the opposite!

Nein leider nicht mehr, es war im Chat. Ich hatte ihnen aber den Nachweis gesendet dass ich das Casino gebeten habe das Konto geschlossen zu halten und das Geld auszubezahlen. Das Konto war ja geschlossen da ich es geschlossen hatte.

nach dem mir gesagt wurde das eine Auszahlung so aber unmöglich ist ( habe eine

weitere email gefunden dass sie ausdrücklich bestätigt haben das dies nicht geht) habe ich angefragt das Konto wieder zu eröffnen.

auf meine Bewertung auf casino guru hat das casino ja dann das Gegenteil behauptet!

Dear Client.

Thank you very much for your time! We check every feedback or complaint and use it to improve the quality of our project and support service. Our managers have carefully, re-read, reviewed, and checked our support correspondence with you, and believe that all elements of our colleague's behavior in regard to you were absolutely correct and complied with the requirements of the regulator, our requirements and obligations, as well as, moral and ethical standards. If this is not the case, please provide examples of inappropriate or improper behavior by our employees. 

Moreover, in some cases, your behavior has somewhat surprised our management.

Dear forum representative, please provide an e-mail address to provide a more detailed explanation, as ethnic norms do not allow us to publish information of this kind.

Best Regards,

Pledoo Team.

Good morning

this is not a problem

the players are used to the blame always being placed on the player:

I am happy to explain the following and to send casino guru the supporting documents:

22.05 Email request if you can pay out the winnings to my Eco Payz account.

22.05 Deposit method was not offered as a withdrawal method.

Please email me again to ban from playing and withdraw the funds!!!

22.05 reminder to process my request.

22.05 Email from them confirming that withdrawals can only be processed if the account is open!

I then reopened the account.

Then the payment method Eco payz was also rejected!!!

so their casino only offered skrill which I don't have!!!

And you really claim that it's my fault and that you acted ethically?

for sure!!!

I'm glad other players can read the truth here.

I asked them to block my account - ignored

Payout method not offered - ignored

Account must be open - request to close the account - ignored.

Great Casino!!!

Guten Morgen

das ist kein Problem

die Spieler sind es gewohnt dass die Schuld immer auf den Spieler geschobene wird:

Gerne führe ich folgendes aus und sende casino guru gerne die Belege dafür:

22.05 Email Anfrage ob sie mir die Gewinne auf mein Eco Payz Konto auszahlen können.

22.05 Einzahlungsmethode war nicht als auszahlungsmethode angeboten.

Erneute email mich bitte von spielen zu sperren und die Gelder auszuzahlen!!!

22.05 Erinnerung mit der Bitte meine Anfrage zu bearbeitet.

22.05 Email von ihnen mit der Bestätigung dass Auszahlungen nur erledigt werden können, wenn das Konto offen ist!

darauf hab ich das Konto wieder eröffnen lassen.

Anschließend wurde die Auszahkungsmethode Eco payz auch abgelehnt!!!

somit hat ihr Casino mit nur skrill angeboten was ich nicht habe!!!

Und sie behaupten wirklich das ich schuld bin und sie ethisch gewissenhaft gehandelt haben?

sicher!!!

ich bin froh können andere Spieler hier die Wahrheit lesen.

ich habe sie gefragt mein Konto zu sperren- ignoriert

auszahlungsmethode nicht angeboten- ignoriert

konto muss offen sein- Wunsch das Konto zu schließen- ignoriert.

Super Casino!!!

Thanks to both sides for their updates. If you wish to forward any relevant communication, please do so at petronela.k@casino.guru.

Hello, do you need something from me?

Kind regards

Guten Tag, brauchen sie etwas von mir?

mfg

Thank you very much, Pledoo Casino team, for forwarding the entire communication.

Dear Basel999,

I went through all the transcripts of your communication with this casino but didn't find any mention of a gambling problem. A few times you suggested that you wish to have your account blocked permanently, but it was always after there wasn't any bonus available for you.

Please understand that without informing the casino that you have a gambling problem we stand no chance of mediating this issue. Closing and opening accounts shouldn't be used as negotiating tool in receiving promotional offers from casinos. Your account was blocked for a period of seven days and you were informed that if you wish to have your account blocked permanently you need to send an email to Customer Support. Even after this, you requested an immediate reopening of the account claiming that you changed your mind.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Player's additional comments:

"Good day,

As already mentioned, I asked the Caisno to block my account.

I blocked the account myself and then made a request to keep my account closed and withdraw the funds.

It was said that this is not possible - a lie - it would be possible with the right request.

It was confirmed to me that my account needs to remain open - for this reason I had the account reopened - I DID NOT WANT TO OPEN IT.

That's the problem, if the casino really backed me it wouldn't have happened.

Please see the attachments, I had to deposit money to unlock Eco Payz- that's why I also had to open the account- then ECO Payz didn't even work and the withdrawal was refused- they wanted me to withdraw via SKRILL, even though I did not have.

You see, the casino did not support me in any way.

Even where I deposited Eco Payz and requested the withdrawal, it was rejected.

I await the refund of deposits.

Thanks"

Player's additional comments:

"Guten Tag, 

wie bereits erwàhnt, habe ich das Caisno gefragt mein Konto zu blockieren. 

Ich habe das Konto selbst blockiert und anschliessend die Anfrage gestellt, mein Konto geschlossen zu halten und die Gelder auszuzahlen. 

Es wurde gesagt, das ist nicht Möglich- gelogen- es wäre Möglich, mit der richtigen Anfrage. 

Es wurde mir bestätigt, mein Konto muss geöffnet bleiben- aus diesem Grund habe ich das Konto wieder eröffnen lassen- ICH WOLLTE ES NICHT Öffnen. 

Das ist das Problem, wenn das Casino mich wirklich unterstützt hätte wäre es nicht dazu gekommen. 

Bitte schauen Sie sich die Anhänge an, ich musste Geld einzaheln um Eco Payz freizuschalten- aus diesem Grund musste ich das Konto ebenfalls öffnen- dann ging ECO Payz nicht einmal und die AUszahlung wurde abgelehnt- sie wollten das ich via SKRILL auszahle, obwohl ich das nicht habe. 

Sie sehen, das Casino hat mich in keinsterweise unterstützt. 

Selbst wo ich Eco Payz eingezahlt hatte und die Auszahlung beantragt hatte- wurde diese abgelehnt. 

Ich erwarte die erstattung der Einzahlungen. 

Danke"

Dear Basel999,

Thank you for your email. You stated that you didn't ask to have your account reopened. Unfortunately, we received a transcript of your live chat communication and I can confirm that the reopening was requested, indeed. Specifically, on the 4th of June. Also, in the entire communication, you didn't mention gambling problem not once. Opening and closing accounts are non-binding on operators if a player doesn't state any specific reason for it. The only reason you gave was "I am Not happy with this casino."

I really wish I could be of more help. Sadly, my only recommendation for future references would be to be more specific when requesting the self-exclusion. State clearly the reason why you wish to have your account blocked and the time period that should be applied.

Please let me know if there's anything else we could try to help you with.

Dear Basel999,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.