The player from Germany requested the immediate closure of her Pledoo account, which she had attempted to close multiple times since February 2025, citing gambling addiction. Despite her repeated requests, she did not receive a response and sought a refund of all deposits made after her initial closure request. The complaint was not upheld because her self-exclusion requests were not consistently submitted through the casino’s designated security email and were interspersed with continued gambling activity. It was determined that the casino did not fail to act on a valid responsible gaming request, as no timely and proper self-exclusion request had been made. Consequently, the losses incurred during this period were not considered refundable, and the complaint was rejected.
Igračica iz Nemačke je zatražila trenutno zatvaranje svog Pledoo naloga, koji je više puta pokušavala da zatvori od februara 2025. godine, navodeći zavisnost od kockanja. Uprkos ponovljenim zahtevima, nije dobila odgovor i tražila je povraćaj svih depozita uplaćenih nakon njenog početnog zahteva za zatvaranje. Žalba nije uvažena jer njeni zahtevi za samoisključenje nisu dosledno podnoseni putem određene bezbednosne imejl adrese kazina i bili su isprekidani kontinuiranim aktivnostima kockanja. Utvrđeno je da kazino nije propustio da postupi po validnom zahtevu za odgovorno igranje, jer nije podnet blagovremen i pravilan zahtev za samoisključenje. Shodno tome, gubici nastali tokom ovog perioda nisu smatrani nadoknadivim, a žalba je odbijena.