Pledoo Casino - プレイヤーが登録時に間違った個人データを送信しました。

The Casino has confiscated my winnings and closed my account because of "Breach of Terms".

The terms they are trying to claim I breached was that I provided a false address, when in fact it seems my autofill put my username as my first line of address but all the other data was correct, when I noticed the error and asked them to correct it they closed my account and confiscated my winnings.

Dear yjoc73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing incorrect personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before start playing. However, I understand that you didn’t do it intentionally.

If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela 

I know, and never would provide false information it was a clear and honest mistake.

I will forward you all the messages now.

Thank you very much, yjoc73, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 yjoc73,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Pledoo Casino to join the conversation and participate in the resolution of this complaint.

Dear Pledoo Casino,

It seems that the player may have made a genuine mistake when entering their information, could they not be allowed to verify their address in this case?

Kind regards,

Adam

Hi Team,

We sent an explanation of the situation to adam.m@casino.guru.

Respectfully,

Pledoo Team 

Dear yjoc73,

This case is still being discussed, but the casino has stated that they would like to conduct a video verification with you. Can you please let me know if you have been contacted about this?

Kind regards,

Adam

Dear yjoc73,

Please respond to this thread and provide an update on the situation. Have you since completed the video verification?

I will extend the timer for 7 days. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear yjoc73,

As we have had no further response from you, this complaint will be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam