Playerz Casino - Player’s withdrawal has been delayed.

Hey! I did play here at the casino 3 weeks ago and when I tried to withdraw my winnings, it didn’t work out and after that I could no longer log in to my account. I have been contacted dozens of times via chat and asked about it, but it has always been said that I will be contacted soon, yet no email has been received and my matter has not been clarified and it has been 3 weeks since then.

Dear Nannuuliini,

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

Do I understand correctly that it is a first attempt to withdraw winnings from this casino? Was your account fully verified already? Have you accumulated your winnings with or without an active bonus?

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Was the first attempt to repatriate. I was able to deposit money there but at the time I tried to withdraw it it was not successful and when I tried to log in again I couldn't get inside anymore. I played without a bonus and the account was verified with my online banking credentials.

Thank you very much, Nannuuliini, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nannuuliini,

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 Playerz Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Playerz Casino and its team, could you please state the reason why the player's withdrawal has not been processed yet and why has her account been blocked?

Thank you in advance for providing the information.

Hi Nannuuliini,

We are sorry to hear that you are experiencing issues with our Casino. 

Kindly note we are still investigating the matter related to your case and have escalated it to the relevant departments accordingly. 

Once an update is Provided we will inform you with all the necessary information. 

Thanks and Regards,

Playerz Casino Team

Dear Playerz Casino Team,

We would appreciate it a lot if you could keep us updated and let us know when the payment is sent to the player or in case of any progress.

Thank you and we are looking forward to hearing from you.

I've been waiting 5 weeks with this thing!

Hi Nannuuliini, 

Kindly note that we sent you an e-mail earlier today regarding your account status. 

Also kindly note that as a result of this we have refunded your deposit accordingly. Kindly wait 3-5 working days in order for balance to reflect into your account.

Regards,

Playerz Casino Team

Dear Nannuuliini,

Could you please provide us with an update on your gaming account status and confirm the information you received via email from Playerz Casino?

We are looking forward to hearing from you in 3-5 days as the casino stated.

Hello, Nannuuliini,

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you soon.

Greetings all,

We were provided with an update via email from the player. She has received only €60 and currently has her account blocked/closed.

Dear Playerz Casino Team,

Could you please provide us with the reason for decreasing the player's withdrawal amount and explain to us, why has her account been blocked?

Hi Nannuuliini & Branislav, 

Kindly note that the players account has been blocked due to the fact that the player requested to be self excluded permanently on the 6th of January 2020 on one of our sister casinos.

In regards to the amount of €60, This was the players total amount of deposits which we have refunded since the player was self excluded with us. This was processed on the 21st of January 2022 accordingly.

Regards, 

Playerz Casino Team

Greetings all,

Based on the email I received from the player some time ago, with confirmation about the successful withdrawal of $60, and based on additional information provided by Playerz Casino Team, we consider the case as resolved.

Thank you, Nannuuliini, for confirming the solution via email and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. 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.

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

Best regards,

Branislav, Casino.guru