Pledoo Casino - 검증 문제로 인해 플레이어의 출금이 압수되었습니다.

Hi

I won $2332 at Pledoo casino and made the web cam verification in my account and got verified. Waited about a week and didnt get my withdraw yet so I contacted support asking whats taking time. They got back to me saying skype verification needed and my account was blocked. I made the skype verification with them and some time after that they answer me by email saying I didnt pass the verification and will not pay me then siting some terms.

Dear winstoncarter131, 

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

I understand that verification processes can feel complex, but please know that KYC is an essential step to ensure that funds are sent securely to the rightful account owner. Because casinos cannot verify players in person, this process allows them to validate their identity and comply with regulatory standards.

Could you please confirm if all your identity documents were verified successfully and whether it was only the video verification that encountered an issue?

Additionally, could you specify the types of games you played, as well as if your winnings were accumulated with or without a bonus?

Lastly, during your video verification, what types of questions did they ask you to answer?

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, 

Veronika

Yes I was already verified, I could not make a withdraw before the verification was accepted.

I played slot machines with a bonus.

They asked like a crazy amount of questions its like they just kept asking and asking, probably went on for 10-15minutes it felt like an interrogation.

Thank you for your reply. Could you please specify what bonus did you activate and play with?

Also, if you have any communication with casino customer support regarding your verification and the subsequent closure of your account, kindly forward it to me at veronika.l@casino.guru. Thank you for your patience and cooperation.

I dont know if the bonus was in the welcome package or not, but it was available at the deposit page.

Was my 4th or 5th bonus, not sure since they have blocked my account.

After the video call they havnt really answered much, just that they will not pay and then siting some terms.

I have forwarded 4 email conversations with them.

Thank you very much, winstoncarter131, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.