Playerz Casino - Player's withdrawal has been delayed.

Not only are they not paying as of five days ago. Nothing has been processed, I find their customer relations very poor. They seem condescending when you do get some sort of correspondence among other insinutations. I was told they would be happy to call so I mentioned four different times but I also said anytime would be good and they didn't follow through. They didn't seem to have any problems accepting thousands of dollars but conveniently, there are problems when it's time for them to pay out. My identification and proof of address were approved and I did submit proof of banking info and payments going to them via Gigadat but they wanted to see proof of income which is none of their business especially since they had no problem receiving money. This is my shortened version. I have forwarded my situation to MGA, the mediators and Players Operating company which is Genesis Global LTD

Dear Bobby,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please note it’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Moreover, regarding the proof of income - Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Lastly, do I understand correctly you have already contacted the Licensing Authority? Please let us know, as we won’t interfere with their investigation.

Looking forward to hearing from you.

Best regards,

Kristina

thank you Kristen for sharing your advice as well as your concern but just a note about being patient….if a site advertises "quick withdrawals" and all bells and whistles, then as a patron, I would expect a reputable establishment to follow through. I realize that online gaming isn’t the same as actual live casino but five days without processing is a very poor standard. Anyway, yes I will keep you apprised of updates. Have a great day.

Dear Uyscuti,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Under further investigation, I don’t think I’m the one who should be questioned about illegal activity or intent (I am not. All you’d have to do is google me). I have found some interesting information on Genesis. I’ll be in touch with two Ministries within the Maltese government as well as our own Canadian government just to create awareness and hopefully they start taking overseas operations more seriously. When the time is right, I’ll also contact a specialty lawyer. Integrity is everything to me if you really knew who I am. Thanks for your continued support and encouragement Kristin. Wish you a great day

Thank you for your reply, Uyscuti. Do I understand correctly that there hasn't been any development regarding your delayed withdrawal? Have you already provided the proof of income?

I’ve submitted three months of bank statements as asked then they wanted tax returns as well. They’ve asked for clarification from sources of income but why ask for that upon payment to me but still, they accepted at least three more deposits without question? If they’re withholding payment for fear of AML, they would also be more careful of accepting payment but they never even questioned that.

Would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Uyscuti,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.