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I made more than 800€ in deposit and got a bonus of 30€ from them, I won 5000€ and I was playing until I had 2011€, I made the withdrawal and they paid me only 300€ of the bonus. Unfair because there was still money left in my deposit.

Fiz mais de 800€ em depósito e peguei um bónus de 30€ deles, ganhei 5000€ e fui jogando até ficar com 2011€, fiz o saque e me pagaram só 300€ do bónus. Injusto porque ainda restava dinheiro meu de depósito.

Hello Fapoker,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pledoo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please specify which exact bonus did you use? When was the last time you spoke to the casino and what was it about? Did they tell you the reason of cutting your balance?

Looking forward to your answer.

Regards,

Nick

Good afternoon

the account was verified, I already made some withdrawals, it always took time but it arrived, I've been playing in that casino for about 8 months, I made several deposits €300, €200, €100 today at dawn and I had a €30 milestone bonus, I took it to add with my money, I made a bonus buy bet I won €4800, I was playing with €2011 left over,

I made a withdrawal of 1000 to the card, 1011 to the Jeton account, they sent me €300, they disappeared with the rest of the money and they said that the balance was corrected.

I got in touch and asked to clarify this and then delete my account that I didn't want to but play with them, they deleted me and no longer responds.

even my cashier history they erased and won't let me see it.

Boa tarde

a conta foi verificada, já fiz alguns levantamentos, sempre demorado mas chegava, jogo nesse casino a uns 8 meses, fiz vários depósitos 300€, 200€, 100€ hoje de madrugada e tinha um bónus de marco de 30€, peguei para juntar ao meu dinheiro, fiz uma aposta compra de bónus ganhei 4800€, fui jogando sobrou 2011€,

fiz o levantamento 1000 para catão, 1011 na conta Jeton, me enviaram 300€ sumiram com restante do dinheiro e disseram que o saldo foi corrigido.

entrei em contato e pedi para esclarecer isso é depois excluir minha conta que não queria mas jogar com eles, me excluíram e não responde mais.

até meu histórico do caixa eles apagaram e não deixa ver.

Hello everyone, 

We deeply regret any inconvenience caused and would like to provide a formal response to the matter at hand. 

At our casino, we are obligated to treat every player equally and fairly under our Terms and Conditions, that customers have agreed upon before creating an account. It is essential for us to maintain a consistent standard of service for all our users. 

On 16.05.2023 at 00:49:37 UTC customer received 30€ cashback bonus money and managed to win with it more than 300€

Our rules stipulate that the maximum withdrawal from winnings obtained from cashback bonus cannot exceed ten times the cashback amount credited to your balance. In this case, as customer received a cashback bonus of 30€, the maximum withdrawal amount was capped at 300€. Any excess amount beyond ten times the cashback is withheld as per our policy. 

Terms and Conditions: 

6.9 The maximum withdrawal from the winnings received from the cashback cannot exceed ten times the amount of the cashback credited to the balance. For example, if You received €100 cashback (or equivalent in Your currency), then You can withdraw a maximum of €1000 (or equivalent in Your currency). Any amount exceeding 10 times the size of the cashback credited to balance will be withheld by Pledoo

We understand the dissatisfaction this may have caused but our goal is to provide the best possible gaming experience within the framework of our terms and conditions.

Hope this explanation helps! 

Best regards, 

Pledoo Team

Right,

Certo,

right 30€ bonus 300€, I had 15€ when I got the bonus, it was 45€, I won 4800€ with this bonus and my money together, I divided it into 3 of 15€ would give 1600€ for each 15€, I played and got €2000.

divided by 3 would be 666€, one part of me and two of bonus. So my €666 share of my real balance plus €300 bonus balance.

even so they paid me 300€.

even if your site removes the bonus balance over €300, it can only be on top of the amount you gave, not with what I won with mine that was already there.

I don't want anything more than what I earned, just myself (not even 1 cent)

Is this cheating or do you miscalculate to cheat players?

there's something wrong there.

certo 30€ bónus 300€, eu tinha 15€ quando peguei o bónus, ficou 45€, ganhei 4800€ com esse bónus e meu dinheiro junto, divido em 3 de 15€ daria 1600€ por cada 15€, fui jogando e fiquei com 2000€.

dividido por 3 daria 666€, uma parte minha e duas de bónus. Então minha parte 666€ do meu saldo real mais 300€ saldo bónus.

mesmo assim do me pagaram 300€.

mesmo que vosso site retira o saldo bónus a mais 300€ só pode ser encima do valor que vocês deram, não com que ganhei com o meu que já estava lá.

não quero nada a mais do que ganhei, só o meu mesmo( mais nem 1 centavo)

Isso é trapacear ou vocês fazem mal as contas para enganar os jogadores?

tem alguma coisa errada aí.

Hello Fapoker,

Is it possible to forward your full betting history to nikolas.b@casino.guru where it would be visible that you had real money balance when you claimed the cash back bonus?

Hi Nick

I deleted my account with them, but I tried to remove the history before but the casino does not let me see my history, I tried for several hours and nothing opened, everything was blank.

thanks

Ola Nick

Exclui minha conta com eles, mas tentei tirar o histórico antes mas o casino não deixa eu ver meu histórico, tentei por várias horas é não abria nada tava tudo em branco.

obrIgado

Dear Fapoker,

As you could not access your betting history, and your account is not closed, is there any way you could prove to us that you had any real money balance on your casino account before receiving the cash back?

Please note that we need to have an evidence directly from you as the casino is not obligate to forward us if we would ask them to.

Dear Fapoker,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Goodnight

casino does not answer me, and as I said my history was empty, there was no game history option.

thanks

Boa noite

casino não me responde, e como disse meu histórico estava vazio não tinha opção de histórico de jogo.

obrigado

Greetings! 

After conducting an extended investigation, we have completed the analysis. Thank you to everyone for your patience. 

As seen in the provided screenshot, there was indeed an active balance on the client's account at the time of receiving the cashback. Since the customer's balance remained consistently above €6.72 after receiving the cash-back bonus, we do not consider the actual balance as a reliable method of obtaining winnings. Regardless, the client should have received an additional €6.72 alongside the initial payment of €300. We admit that this was an oversight on our part, and as a form of apology, we have decided that the customer should receive their rightful share of the total withdrawal request.

Calculation of the client's share:  

€6.72 - client's balance before receiving the cashback. 

€15 + €15 = €30 - total cashback received. 

€30 + €6.72 = €36.72 - overall balance after receiving the cashback. 

€2000 - requested for withdrawal. 

€300 - already withdrawn. 

€6.72 / €36.72 ~ 0.183 = 18.3% - client's share of the total balance requested for withdrawal. 

€2000 * 0.183 = €366 - the client's share of the total withdrawal request. 

€366 - €300 = €66

In the event of mutual agreement on this solution, the payment will be carried out once the client validates their bank payment information.

We are looking forward to the customer's decision with anticipation!

Best regards, 

Pledoo Team

Goodnight

I don't accept it, if you put 2000€:36.72= 54.46€ per euro right?

300€ and about the bonus

now 6.72€x54.46€= 365.97€ right

If you pay that amount, it's fine.

Boa noite

não aceito, se colocar 2000€:36.72= 54.46€ por euro certo?

300€ e sobre o bonus

agora 6.72€x54.46€= 365.97€ o certo

se pagar esse valor fica certo.

Hello everyone,  

Regrettably, if the customer disagrees with our calculations and the forth-coming we have offered, we will default to the previously mentioned analysis.

Due to the fact that the customer's balance consistently exceeded €6.72 after the cashback bonus, we do not consider that the overall ending balance had any involvement of the customer's own money. 

Furthermore, we want to emphasize that the customer wouldn't be able to purchase any bonus buys without our cashback. 

Thus cementing the statement: that winnings were obtained from our cashback. 

As per our Terms and Conditions, €300 has already been paid out, and we can add €6.72 to the customer's Pledoo balance for further gameplay or withdrawal. 

Hope this clarification helps! 

Best regards, 

Pledoo Team

This is theft, I earned this amount with the cashback bonus and my balance together, the parts have to be the same for everyone.

dishonesty is on your side and not mine, as I had my money in the account.

the gain had to be divided into 36.72 equal parts.

Isso é roubo, ganhei esse valor com o bónus de cashback e meu saldo juntos, as partes tem que ser iguais para todos.

a desonestidade está do vosso lado e não do meu, pois tinha dinheiro meu na conta.

tinha que ser dividido o ganho em 36.72 partes iguais.

Now a question, does the rest of the money I earned in games stay as profit for Pledoo or does it go back to the game provider I won?

Agora uma pergunta, o restante do dinheiro que ganhei nos jogos fica como lucro para o Pledoo ou volta para o provedor do jogo que ganhei?

Hello Fapoker,

As you would receive the maximum possible balance from the cashback as withdrawal, I believe that the rest of the money would be voided as you could not win from it more anyway.

Did you consider the casino's decision or already agreed with it?

Good morning

Do it like this, send me the 66€ and it's already solved because it won't help justifying it.

thanks

Bom dia

Faz assim, me manda os 66€ e já fica resolvido porque não vai adiantar ficar justificando.

obrigado

Dear Pledoo Casino,

Please let us know once the player's money will be sent out.

I would also like to ask Fapoker to let us know once the money arrives.

Greetings everyone, 

We are glad to announce that we have processed a refund for 66.00 EUR to the bank details Fabio provided to us. 

Fabio, we kindly ask for your confirmation of receiving the funds in this complaint thread so that the case can finally be resolved.

Best regards, 

Pledoo Team

Dear Fapoker,

Please let us know if the money from the casino arrived to your account within the next 7 days otherwise the complaint will be closed.

Dear Fapoker,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.