Pledoo Casino - プレーヤーに予期しない入金手数料が請求されました。

Registered to this casino, and deposited a few times, then suddenly 10 days after the last deposit, their payment processor charged me 6,97eur without any reason or question.

I contacted my bank and asked them to block it and cancel my card so I can be sure they can't do it again and do it with a bigger amount of money...

I was completely clueless about who charged me that, but my bank told me it came from the same IP address as all those deposits to Pledoo.com

My Pledoo balance is 0, so I really don't know what they charged here, but I am sure it is some kind of scam... I work to earn that money and they don't have any right to just take money from my bank account.

Dear RukiikuR,

Thank you very much for submitting your complaint. I’m sorry to hear about your problems with Pledoo Casino. Allow me to ask you a few questions so I better understand the situation.

Could you advise if you were able to confirm with the casino where the fees originated from? Did the casino or your payment provider confirm this? Were you able to exclude the possibility of currency conversion fees or fees related to depositing into a gambling establishment (if they applied)?

Looking forward to hearing from you.

Best regards,

Tomas

Dear Danijel,

Thank you for your message.

Your appeal is extremely important, as this is an unacceptable situation on the part of the payment system. As stated in our previous discussion on January 25, we require the bank statement with the transaction number to investigate this issue.

Unfortunately, you have made it apparent in your reply letter that you refuse to provide us with any information on this transaction, and we have no alternative means of obtaining information regarding this transaction. Please provide us with the relevant information so that we may locate the misconduct and take the necessary action about this incident.

Respectfully,

Pledoo Casino

Here is a report from Aircash, which is a digital wallet operating in Croatia.

They provided me Aircash MasterCard card, and with that card, I made deposits to Pledoo.com, and this complaint is about money deducted from that card.

I am sure there is no possibility for currency conversion since my account is in EUR and payment was done in EUR.

I have attached a statement from Aircash about that transaction.

Dear Danijel,

Thank you for your message.

The finance department, in cooperation with the payment provider, has investigated and found a payment aggregate that takes a commission without the conditions previously stipulated.

We are in full solidarity with the customer, this situation is unacceptable neither for the customer nor for us. We apologize for this situation, and sincerely thank the customer for his help in identifying the object of the investigation.

This payment unit is already deactivated, pending clarification of the circumstances.

The customer has been compensated twice for the inconvenience and assistance in the investigation. 

Best Regards,

Pledoo Team.

Thanks to both parties for the reply.

Dear RukiikuR,

Were you able to provide the casino with the bank statement the casino asked for? Was the transaction investigated by the casino? Did they reach any conclusions in this case?

I can confirm that it is resolved now.

Dear RukiikuR,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru

We've received a new complaint request from the player regarding the issue occurring again and are therefore reopening this complaint:

"Last month I submitted the complaint here when the casino's payment processor charged me some commission without the conditions previously stipulated.

I didn't play there anymore since I was disappointed with that case.

But 2 days ago they charged my card again!

This is BAD BAD!

I would like my money back, and I am today going to block my card and ask for a new one... Since they obviously can charge my card any time they want...

Last time casino didn't refund me but they added the amount to my casino balance... I don't want that, I would like them to return my money back to my card since I WILL NOT PLAY THERE anymore.

Thank you, regards, Danijel R"

Dear RukiikuR,

Were you in contact with the casino, since the issue occurred again?

Yes and it is hard with them because I contact them and they proceed me to one email, then day or two after they forward me to a second email... A day or two later I am pissed off and I write a complaint here because I get the feeling they are just trying to make me give up...

Thank you!

Thank you very much, RukiikuR, for providing the necessary information. 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 RukiikuR,

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.

Dear Danijel,

Thank you for your message. 

We found your support request on 06.03.2023.

A support agent gave you instructions about your situation, but you decided, as you did the first time, to go directly to this forum. 

It is your right, but nevertheless, please do the required operation again.

Please send to security@pledoo.com a document that your bank was charged the commission. We cannot reopen the investigation without this document.

Best Regards,

Pledoo Team.

Thank you Pledoo Casino team for your reply.

Dear RukiikuR,

Please follow the casino's instructions and keep me updated.

Hi, here is the requested file of second time my money was stolen from me.

Dear RukiikuR,

Did you send the email address as instructed above?

Yes, the document is sent there also.

OK, let's see if we can make some progress here.

I got the answer through email and they now tell me they don't see any connection between them and the missing funds... And this is exactly why I have continued this HERE!

As I have explained earlier, this is a prepaid MasterCard in an online wallet, there is no bank behind this so I don't have any bank statements about this. I can only do what I have already done, ask "AirCash" for a statement and I have uploaded THAT!

Dear Danijel,

Thank you for your response.

We still insist that you send us the document you requested for a more detailed review of your transactions.

There is absolutely no connection to our project in the document you sent us. But if we are involved, please follow our instructions.

Best Regards,

Pledoo Team.

Hi all,

Thank you for your replies.

Dear RukiikuR,

The problem with the transaction statement is that it doesn't display the receiver. Do you think you can contact the payment provider and ask for a statement where this would be visible? There should be a list of transactions for the whole month that they could send you. Secondly, are there no records of the transactions in your online banking?

Hi RukiikuR,

Thank you for the screenshot. I just don't understand why the payment provider can't give you a proper statement including the IBAN where the money was sent.

Dear Pledoo Casino team,

Is there any chance to find the transaction based on the transaction code provided and the time when it took place?

Imagine than how hard for me it is to understand how is it possible to additionaly charge my card without my knowledge...

First time i provided same documents and casino alreadey knew what has happened.

Hello everyone, 

This complaint in our mind has been unnecessarily long and extensively tiresome due to the customer's unwillingness to cooperate.

We completely understand that this is a sensitive topic and the customer's dismissive caution has valid grounds. But we have already shown loyalty and a positive attitude towards resolution, through compensation and general engagement.  

To address your question, Peter: Unfortunately we can't locate the specific transaction that is referenced. We have communicated with our payment provider and attempted the process multiple times, but with no success.

Therefore, once again we are kindly asking that the customer sends us the necessary documentation so we could continue the investigation and resolve the matter as soon as possible. 

Otherwise, we are not able to provide any further assistance.

Thank you for your understanding.

Best Regards,

Pledoo Team.

Hi all,

Thank you for your replies.

Dear RukiikuR,

I'm afraid I don't know how to help you in this situation. We can't really prove that the transaction was sent to the casino. If your payment provider can't give you the requested information, I suggest switching to a different one in the future. Unfortunately, I have no other option but to reject your complaint. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). In case you find a way to get the requested information from the payment provider, please let me know (peter.m@casino.guru) and we will reopen the complaint and try again. I wish I could be of more help.

Best regards,

Peter

Nope dude, not changing my payment provider, but I already changed the casino I play at (this new casino obviously doesn't make charges on my card when they want it)...

Thank you all, and thank you Pledoo. You guys from Pledoo really deserve a raise!

I will continue with this case on every and each place on the internet, just because of Pledoo casino and this dodgy technique 😉

Regards to all