Pledoo Casino - プレイヤーは制限付きゲームをプレイすることができました。

I made a deposit of €500 on 6th and gambled it away on Evolution Gaming First Person Blackjack. However, these losses were inadmissible, since Evolution Gaming in Germany are blocked according to the terms and conditions and I should therefore not be able to play them. I was also assured of this in the live chat.

License referred to on the website, the task of enforcing these prohibitions is also assigned to the casino.

Ich habe am 6 Einzahlungen in Höhe von 500€ getätigt und diese bei Evolution Gaming First Person Blackjack verspielt. Diese Verluste waren jedoch unzulässig, da Evolution Gaming in Deutschland laut den AGBs gesperrt sind und ich diese somit nicht spielen können sollte. Dies wurde mir auch im Livechat versichert.

Auf der Website verwiesen Lizenz ist die Aufgabe diese Verbote durchzusetzen auch dem Casino zugeschrieben.

Dear CH4RL3I,

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

Allow me to ask you a few more question before we would move forward.

When exactly did you find out that it is restricted to play in your country? Did you use VPN or any other tool which could alter your location during playing?

Looking forward to hearing from you.

Best regards,

Nick

I found out after playing that Evolution Gaming is restricted because I accidentally saw this in the T&Cs. I didn't use a VPN or any other means to access the website, I'm happy to take a video recording if you'd like.

Ich habe nachdem spielen erfahren, dass Evolution Gaming eingschränkt ist da ich dies durch einen Zufall in den AGBs gesehen hatte. Ich habe keine VPN oder ein anderes Mittel benutzt um die Website zu erreichen, falls sie möchten kann ich gerne eine Video Aufnahme machen.

Dear CH4RL3I,

Unfortunately cases are these are related to the game provider directly not the casino itself. The provider should assure to block the access of restricted countries and the casino can't change or manipulate with it. Did you try to contact them directly?

The casino can regulate individual games that they offer and their license requires them to do so. Do you mean the casino or the game provider?

Das Casino kann einzelne Spiele, die sie anbieten regulieren und muss dies laut deren Lizenz auch tun. Meinen sie das Casino oder den Spiele Anbieter?

The game provider. The casino can't maninpulate with them unless they have their own games. The provider allows them to use it on their casino site but the rules of it are controlled by the provider. Even if a game has for example a jackpot price pool - if you win it you get paid by money from provider not the casino.

How can I contact Evolution Gaming for. The information I am talking about is also in the terms and conditions of the casino.

Wie kann ich Evolution Gaming, denn kontaktieren. Die Angaben von den ich spreche stehen auch in den AGBs des Casinos.

Hello CH4RL3I,

Yes, the casino should state in their term which countries are restricted for which provider. You can try to contact them on asrealasitgets@evolutiongaming.com. I'm not entirely sure how fast do they respond as we are not really in touch with the game providers. Please let us know if you are going to contact them or not - if yes, we will temporary close the complaint here until you receive a statement directly from them.

Regards,

Nick

I contacted them after they wrote to me on Friday, but have not received any antistatic yet.

Diese habe ich nachdem sie mir das geschrieben hatten, Freitag bereits kontaktiert jedoch Noch keine antistatische erhalten.

Hello CH4RL3I,

I will then extend the timer by 7 more days until you receive a respond from them.

Regards,

Nick

OK thank you

Ok vielen Dank

Hello CH4RL3I,

Could you please advise if there is any update regarding the case?

Unfortunately, I haven't heard from Evolution Gaming yet, but Pledoo has started an investigation, which I haven't heard from either.

Leider habe ich noch nichts von Evolution Gaming gehört, Pledoo hat jedoch eine Investigation eingeleitet von der ich aber auch noch nichts gehört habe.

Hello CH4RL3I,

Could you please advise when did you contact the game provider and if you heard anything back from the casino yet? If still nothing, we will try to get in touch with them.

I have not heard from the casino or the operator, I contacted the casino on 03/29 and the operator on 03/25.

Ich habe weder vom Casino noch vom Betreiber etwas gehört, dass Casino habe ich am 29.03 und den Betreiber am 25.03 kontaktiert.

Thank you CH4RL3I for the confirmation. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, CH4RL3I,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Pledoo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pledoo Casino Team,

Could you please explain the player's situation in more detail? Why was he allowed to play restricted games?

Thank you in advance for providing the information.

Terms and Conditions:

3.10. The Customer acknowledges and accepts any limitations and/or restrictions of Game and/or Service accessibility of Pledoo due legal reasons of individual game providers.

Evolution Gaming

Restricted territories: USA, Australia, Morocco, Philippines, Uganda, Belgium, Colombia, Croatia, Czech Republic, Denmark, Estonia, France, Georgia, Germany, Greece, Italy, Latvia, Lithuania, Mexico, Netherlands, Portugal, Romania, Spain, Sweden, Switzerland, Ukraine.

While the game providers impose the restrictions, it is our job to add it to the list of prohibited games and inform the customer, as specified in clause 3.10 of the Terms and Conditions. If a client gains access to the game for any reason, whether via the use of a VPN or Proxy or through any other matters, the player should refrain from making any bets since this breaches the Terms and Conditions. Nonetheless, the player has placed multiple bets with this provider, in violation of the T&C. After playing-out all of his money, the player approached our support service, requesting a refund.

We see no reason to refund the client's lost deposits as the player, at his own discretion, made bets in a restricted game.

The client stopped playing at 13:49 UTC on 03/23/2022 and contacted the support service at 14:00 with a request for a refund.

There is a suspicion that the user deliberately engaged in illegal activity in order to get a refund if he loses.

Thank you for your explanation.

Could you please provide me with the player's last gameplay history with dates and times of bets and also with the player's request (communication) where the exact date and time are clearly visible?

Do you have any connection/IPs records for the player's casino account? For example a list of the player's logins and logouts with IP address information? Can you somehow show us the player was able to avoid these restrictions? Are those restrictions enforced by the system?

You can share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru). Please note all sensitive data are hidden from the public.

Hi Team,

A message has been sent to branislav.b@casino.guru

Best regards,

Pledoo Team

Greetings all,

Dear CH4RL3I,

After gathering all information and data, we are rejecting this complaint as unjustified.

If the casino would allow you to play a restricted game and you would win, our attitude is clear. The casino should be able to also pay out your winnings. But, this is a different situation. By playing the restricted game, you obtained an advantage. You were able to play the game that should be restricted in your country, having a chance to win, but you legitimately lost your funds by playing it. You are not entitled to a deposit refund.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Pledoo Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru