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

Today during the day and after several losses I contacted the chat asking for my account to be blocked, to which I was informed that I had 250 free spins in a game. I left the chat and went to enjoy the aforementioned moves. After exhausting the amount obtained in plays, I made a new deposit and continued playing. During my game, after a few hours, the casino excludes me by blocking my account, without my confirmation, authorization or consent. I lost access to my account and at the moment I can't even withdraw my balance

Hoje durante o dia e após várias perdas contactei o chat pedindo o bloqueio da minha conta, ao que fui informada que tinha 250 rodadas grátis num jogo. Sai do chat e fui usufrui das jogadas mencionadas. Após esgotar o valor obtido em jogadas fiz novo depósito e continuei a jogar. Durante o meu jogo passadas algumas horas o casino exclui me bloqueando a minha conta, sem minha confirmação, autorização ou consentimento. Perdi o acesso à minha conta e neste momento não consigo sequer fazer retirada do meu saldo

Dear Epedro46,

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. Could you please advise what was the reason you wanted to block your account? Have you requested the account closure via email or live chat only? Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello everyone,

We want to provide an update regarding the mentioned case, as it has already been resolved to the satisfaction of the customer involved.

Here's a brief overview of the situation:

During a live chat session, the customer initially requested an account closure. However, while processing the closure request, the customer received an automatically calculated free-spin bonus as a result of her previous losses. This bonus led to the customer leaving the chat without receiving a final confirmation regarding the account closure.

Consequently, our support agent presented the following question/proposition in email format:

"Do you want to proceed with account closure?

In case you don't reply to the letter within 1 hour, your account will be automatically blocked."

At our casino, responsible gambling is a top priority, which is why we have made the decision to close the account in order to ensure the safety of our customer.

Account closure was done automatically 1 hour after we didn't receive any response from the customer; therefore customer's real balance and gaming activity was not taken into account.

Immediately following the automated closure of the account, the customer submitted a complaint on the Casinoguru platform and submitted a request to our security department for account reopening.

Upon careful evaluation, we reopened the account since no gambling-problem-related concerns were indicated. We are delighted to report that later on the same day, the customer successfully made a substantial withdrawal.

We sincerely apologize for any inconvenience caused. Situations like these can arise when dealing with sensitive and complex matters that require careful analysis and decision-making.Hope this explanation helps!

Best regards,

Pledoo Team

Found it resolved, thank you

Encontra se resolvido, obrigada

 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Epedro46, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru