Pledoo Casino - プレイヤーのアカウントがブロックされました。

Hello,

I played at Pledoo. I had played a welcome bonus and then again with real money (no bonus).

I played various games with the real money including games that are not playable with an active bonus.

As an explanation, during an active bonus, a message is displayed above the slot "not playable during bonus use"

I was very careful to use up all of the bonus money before wagering real money. In this way I ensured that my real money play took place independently of the bonus funds and their eventual conditions.

Now that I've won quite a bit, the casino has blocked my account and accuses me of abusing the bonus.

I clearly reject that, because firstly I don't know how to do it and secondly that it's apparently not technically possible...

I would like to ask you to support me and clarify the matter as I suspect that the accusation is being made because of my winnings

Here is the information from the casino:

The security platform has detected that you used your accumulation in the game while playing with bonus funds. Furthermore, when you made a deposit without the bonus, you took the winnings you received while playing with the bonus.

This is a serious violation of the rules of our casino.

6.14. Bonus hunt is strictly forbidden with any active bonuses (Welcome / Reload bonuses, Special / Streamer bonuses, etc.). *Bonus Hunt means collecting bonus features that include free spins in online slots or bonus savings, then closing that slot and opening it after the wagering process of a bonus is completed.

6.16. If the violation of the rules was considered by us as an attempt to cheat the casino, Pledoo has the right to confiscate all winnings and deposits without the possibility of return.

In connection with this, your account is blocked, and all your funds are confiscated.

respectfully,

Pledoo Casino Security Department

I certainly didn't use bonus hunting in the games. The payout amount is based on real money and the games were free to play.

Hallo,

ich habe bei Pledoo gespielt. Ich hatte einen Willkommensbonus gespielt und danach nochmal mit Echtgeld (ohne Bonus).

Ich habe mit dem Echtgeld verschiedene spiele gespielt u.a. Spiele, die mit einem aktiven Bonus gar nicht spielbar sind.

Zur Erklärung, während eines aktiven Bonus, wird eine Nachricht über dem Slot eingeblendet "während Bonusnutzung nicht spielbar"

Ich habe sehr genau darauf geachtet, dass ich das Bonusgeld komplett aufgebraucht habe, bevor ich mit Echtgeld Einsätze getätigt habe. Auf diese Weise habe ich sichergestellt, dass meine Echtgeld-Spiele unabhängig von den Bonusgeldern und deren eventuellen Bedingungen stattfanden.

Nachdem ich nun einiges gewonnen habe, hat das Casino meinen Account blockiert und wirft mir vor Bonusmissbrauch betrieben zu haben.

Das weise ich ganz klar von mir, da ich erstens gar nicht weiß, wie ich das anstellen soll und zum anderen, dass anscheinend technisch gar nicht möglich ist...

Ich möchte Sie bitten, mich zu untersttützen und die Sache aufzuklären, da ich vermute, dass mit der Vorwurf aufgrund meines Gewinns gemacht wird

Anbei die Information des Casinos:

The security platform has detected that you used your accumulation in the game while playing with bonus funds. Subsequently, when you made a deposit without the bonus, you took the winnings you received while playing with the bonus.

This is a serious violation of the rules of our casino. 

6.14. Bonus hunt is strictly forbidden with any active bonuses (Welcome / Reload bonuses, Special / Streamer bonuses, etc.). *Bonus Hunt means collecting bonus features that include free spins in online slots or bonus savings, then closing that slot and opening it after the wagering process of a bonus is completed.

6.16. If the violation of the rules was considered by us as an attempt to cheat the casino, Pledoo has the right to confiscate all winnings and deposits without the possibility of return.

In connection with this, your account is blocked, and all your funds are confiscated.

Respectfully,

Pledoo Casino Security Department

Ich habe sicherlich kein Bonushunting in den Spielen genutzt. Der Auszahlungsbetrag basiert auf Echtgeld und die Spiele waren ja auch frei spielbar.

Dear philipii2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you played with the welcome bonus, then made a deposit and played with the deposit? Did you accumulate any winnings with the welcome bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

I'd be happy to redefine it.

I mean it was a "reload bonus". I played with the bonus down to €0 and canceled the bonus. No winnings were collected.

After that, i.e. after the reload bonus program ended, I played with real money in order to be able to play the games that are not playable at pleedo during a bonus campaign. I even had a comparatively small payout approved after the bonus program. On the second or third deposit after the bonus program, I got really lucky with a game and wanted to pay out the winnings accordingly. The casino then denied me that.

Hallo Kristina,

Gerne grenze ich es nochmal ab.

Ich meine es war ein "Reloadbonus". Ich habe mit dem Bonus gespielt bis auf 0€ und den Bonus abgebrochen. Es wurden keine Gewinne gesammelt.

Danach, also nachdem das Reload-Bonusprogramm beendet war, habe ich mit Echtgeld gespielt um die Spiele spielen zu können, die während einer Bonusaktion bei pleedo nicht spielbar sind. Ich hatte sogar schon eine, vergleichsweise geringe Auszahlung, nach dem Bonusprogramm bewilligt bekommen. Bei der zweiten oder dritten Einzahlung nach dem Bonusprogramm hatte ich wirklich Glück bei einem Spiel und wollte den Gewinn dementsprechend auszahlen. Das wurde mir dann seitens des Casinos versagt.

Thank you very much, philipii2, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi philipii2,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Pledoo Casino to the conversation to participate in the resolution of this complaint.

Hello everyone, 

Peter; we have sent a Google Doc link to your email: peter.m@casino.guru, where this case is described in great detail and accompanied by screenshots and relevant evidence. 

Nevertheless, we will recount the matter in this complaint thread for everyone to see. 

From our perspective, we can confidently claim that the customer cheated at our casino, therefor his account was blocked and his winnings confiscated. 

Every game-play-related move that was done by the customer from 29.03.2023 till 02.04.2023 was calculated, deliberate, and with the sole purpose to hide illegitimate winnings that were won from the "Bonus Hunt" strategy, which is strictly forbidden with an active bonus. 

The "I certainly didn't use bonus hunting in the games" claim from the customer is definitely; not true and we are a bit baffled why the customer has even stated it. 

But the most interesting part starts after the Bonus Hunt, when the customer, fully knowing that his winnings for 1205.40 EUR in the game Rage of The Seas, won't be paid out, started to play "saving games".

Saving games can be defined as games where there are multiple stages or decision points and where it's possible to collect in-game progression, that is accumulated by combining single bets. 

To put it simply; with a few or more bets, you can collect favorable outcomes for later use. 

Just a few games that the customer played to mask his illegitimate 'Bonus Hunt' win: 

- Solar Temple

- Solar King

- Solar Queen

- Take The Kingdom 

Please note, that these slots and the rest of them that the customer played, are not available for gameplay with an active bonus balance. 

Unfortunately, we are not willing to accept the narrative (which most likely will be adapted by Philip); that the customer played all these games by accident or/and as a random pick. As we already mentioned above - his gameplay was very tactical and deliberate.  

The explanation we have provided is a condensed version of the events that happened. For full information, Peter; please check the Google Doc file we have redirected to you. 

Hope this information helps! 

Best regards, 

Pledoo Team

Thank you Pledoo Casino team for the evidence and the detailed explanation of what happened.

Dear philipii2,

I'm afraid I won't be able to help you with this one. The evidence from the casino supports its claims. Using the strategy of delaying rounds indeed gives players an unfair advantage and we understand the casino's decision. If the casino allowed players to use this strategy, it would go bankrupt very quickly. Unfortunately, your complaint will be rejected. I can only recommend you refrain from using this system to avoid problems in the future. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter