Pledoo Casino - Spelarens konto stängs och vinster konfiskeras.

Hi. 

I wish to submit a complaint regarding Pledoo’s decision to void my bets, confiscate my winnings, and close my account based on an alleged duplicate account.

I acknowledge that I had previously created an account with Pledoo.

However,

I had completely forgotten about that account and was unaware that it still existed when I registered again. I did not intentionally create a second account to circumvent the operator’s rules or gain any unfair advantage.

Several important facts should be considered:

I did not claim or receive any welcome bonus or promotional offer on the account in question.

I did not use multiple accounts to abuse bonuses, circumvent deposit limits, self-exclusion, or any Responsible Gaming measures.

I deposited SEK 3,000 using my own funds.

Pledoo accepted my registration, accepted my deposit, and allowed me to gamble without any warning that a duplicate account had been detected.

only after I requested a withdrawal of approximately SEK 30,000 did Pledoo identify the alleged duplicate account and confiscate all funds.

The operator informed me that the duplication was based on my first name, last name, and password. However, they have never identified the alleged original account, provided any evidence of misconduct, or explained how I obtained an unfair advantage.

The CGA Responsible Gaming Policy refers to multiple accounts in the context of preventing the circumvention of Responsible Gaming measures, such as self-exclusion and deposit or loss limits. None of these circumstances apply in my case. There is no allegation that I committed fraud, engaged in bonus abuse, attempted to bypass Responsible Gaming protections, or used false identity details.

Pledoo’s Terms and Conditions state that the operator may void bets made from a duplicate account. This wording gives the operator discretion and does not require automatic confiscation in every case. I respectfully submit that this discretion should be exercised fairly and proportionately.

In my case, there is no evidence that I acted dishonestly or sought to gain an unfair advantage. I simply registered an account, deposited my own money, and played games that the operator freely allowed me to access. If the operator’s systems were capable of detecting duplicate accounts, they could have prevented the registration or suspended the account before accepting my deposits and allowing gambling activity.

Instead, the operator accepted my business, allowed all wagers to take place, and only relied on the duplicate account rule after I had won.

I believe this raises serious concerns regarding fairness and the consistent application of the operator’s Terms and Conditions.

Furthermore, Pledoo informed me in writing that my last deposit would be refunded:

Furthermore, Pledoo informed me in writing that my last deposit would be refunded:

"Your deposits will be refunded to the last payment method used."

To date, this refund has not been received.

I respectfully request a investigate whether Pledoo’s decision to confiscate my winnings was fair, proportionate, and consistent with the operator’s licence obligations.

I also request Pledoo to explain:

Which specific account they claim is my original account.

What evidence exists that I intentionally created a duplicate account for an improper purpose.

What unfair advantage they believe I obtained.

Why confiscation of all winnings was considered proportionate despite the absence of bonus abuse, fraud, or any attempt to circumvent Responsible Gaming measures.

Why my promised deposit refund has not been processed.

I acted in good faith throughout. I did not intentionally breach the rules, I did not seek any unfair advantage, and I believe confiscating my winnings under these circumstances is disproportionate and inconsistent with the principles of fairness expected from a licensed operator.

i can see that more players has been in this situation.

but if i knew i had an account already, i was just gonna use that account.

but i still dont know that account. And my details was fine while created the account.

i think this is really unfair.

if they wait for security check until players made withdrawal, how can they then prevent duplicate accounts due to license rules and responsible gaming?

I want pledoo to change their desicion as they accept me created an account without knowing there was any other existing.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your first account at this casino? Was this account closed in the past, or is it still open? If the account was closed, kindly specify the date of its closure and whether it was closed at your request or by the casino.
• Did you use the same phone number when registering your second account at this casino?
• Was your first account fully verified?

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

Best regards

Veronika

I dont know cuse i still dont know what account they talking about

Please forward me all the communication between you and the casino customer support regarding the accusations of you having multiple accounts at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your case as well. I appreciate your time and cooperation.

Dear Tiar001,

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