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Dear Casino Guru Team!

I am turning to you for help in getting my missing €4,560 paid out by Pledoo Casino.

I paid out €1,500, €60 and €3,000 on June 8, 2025, June 9, 2025 and June 10, 2025 respectively.

I also received confirmation by email for these three withdrawals, but the funds never arrived in my bank account.

I have provided Pledoo's customer support with a bank statement as confirmation that the payments never arrived.

I have contacted Pledoo's customer support several times and unfortunately only received misleading standard answers!

The last email contained some transaction numbers that I was supposed to clarify with my bank, but I received neither the name, address, nor any other information about the company that handles the casino's transactions.

I think it's a disgrace of the casino that I should have to deal with transactions that are processed somewhere abroad...

I ask for help so that I can finally get my money paid out.

Many thanks and kind regards

Dominik E***

Sehr geehrtes Casino Guru Team!

Ich wende mich an Sie um Hilfe zu finden dass ich von Pledoo Casino meine fehlenden 4560€ ausbezahlt bekomme.

Ich habe am 08.06.20025, 09.06.2025 und am 10.06.2025 jeweils 1500€, 60€ und 3000€ ausbezahlt.

Ich habe auch für diese drei Auszahlungen eine Bestätigung per Mail bekommen, jedoch sind diese Gelder nie auf meinem Bankkonto eingelangt.

Ich habe dem Kundensupport von Pledoo als Bestätigung einen Kontoauszug meiner Bank beigelegt der beweist dass die Zahlungen nie eingetroffen sind.

Ich habe mehrmals mit dem Kunden Support von Pledoo Kontakt aufgenommen und leider immer nur irreführende Standard Antworten erhalten!

Die letzte Mail enthält irgendwelche Transaktionsnummern die ich mit meiner Hausbank klären sollte, jedoch bekam ich weder Name, Adresse oder sonstiges der Firma welche die Transaktionen des Casinos durchführt.

Ich finde dass eine Frechheit vom Casino, dass ich mich mit irgendwelchen Transaktionen ärgern soll die irgendwo im Ausland abgewickelt werden...

Ich bitte um Hilfe dass ich mein Geld endlich ausbezahlt bekommen.

Vielen Dank und freundliche Grüße

Dominik E***

Dear oecki88, 

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Dear Natalia and Dominik,

According to the Finance Department, the transactions in question were blocked during processing on the bank's side of the payment provider. As soon as the provider confirmed the issue, we immediately disabled the affected payment method to prevent any further disruptions.

We were awaiting confirmation from the provider's bank to determine whether the funds would be successfully processed or returned. 

The bank reversed the transactions, and the full amount of €4,560 was returned to the player's gaming account on 20 June 2025 at 12:13 UTC.

The player was promptly informed once the funds had been credited back and was advised to submit a new withdrawal request using the same or an alternative available payment method.

Respectfully,

Pledoo Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear oecki88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia