Playerz Casino - The player's verification is stuck.

This place is terrible they wanted I'd 10 minute after I deposited so could not play till verified finally got to play a week later the tried to withdraw and now it's a hassle I need more documents some are near impossible to provide. So my ID was good enough for me to keep depositing but nothing is good enough to withdraw. Don't play here they are nothing but thiefs.

Hello Jason,

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

When exactly did you start the verification process? How many documents did they request from you so far? When was the last time you sent them any and did they respond to you after that?

Please note that if it's your first withdrawal in the casino we usually recommend to wait at least 14 days to process the verification and withdrawal. Also there can be expected other delays during Holidays.

Please forward any relevant proof as screenshot, chats or e-mails to nikolas.b@casino.guru.

Regards,

Nick

The verification process started 10 minutes after my first deposit. Submitted everything they wanted like drivers license proof of address and credit card to make original deposit and a week later was good to go. Made several deposits so it was good enough to make deposits and play. Then about a week later made a deposit via gift card(25 dollar credit card)(basically a throw away card once used its done)also made deposits through my bank they accepted them. Then went to withdraw and I needed to provide proof of credit card deposit(keep in mind this all within 2 weeks) so submitted credit card took screenshots of the card but cause it's a gift card didn't have my name on it apparently they can't use that so then they asked me to submit my bank statement showing the 2 deposits which I did bit apparently that wasn't goid enough cause my name doesn't show up on my statement they think I'm someone else I guess I don't know but they can keep the money this whole experience has been devastating this is the first casino that I had to provide documents first and this is one of the only times that I've had issues with my withdrawal nothing I submit seems to be good enough I guess I'm not me. Even though I showed proof of address and my ID and my original credit card info now I need that gift card info but that's not good enough also took screenshots of everything I could from my bank account and that wasn't good enough this place is a terrible place to play I like the games and stuff bit the hassle just isn't worth playing here anymore and I can't recommend this casino to anyone based on my experience enough proof of ID for them to take my money but never seem enough to withdraw. Terrible terrible place.

I already sent all the pics from my mobile bank account there is nothing left for me to screenshot. So now I sent desktop version of my bank account which I don't really feel comfortable giving my ID to a bunch of crooks but did it anyways but I can guarantee you there going to be something missing like my name or something stupid like that but there is nowhere on the app or desktop version that shows my name on the account and I realized that before so I even sent them a blank check and still not good enough. I'm at a loss here cause no matter what I send to prove it was me gets rejected so based on what I'm telling you you can see why I think they are a bunch of crooks nothing I send will ever be good enough they want info thats almost impossible for me to provide. So I'm done here if everyone has to go through what I'm going through are they even still in business with a good rating cause if I had to rate them it would a 0. Anyways thanks for your time hopefully we can resolve this but my expectations are super low I doubt that anything I send in will be good enough I never ever want to play here again and if I can save one person from getting ripped off kike I did it will be worth the 150 which the money isn't the problem its the jumping through hoops to get. When I play at a casino its for fun and every once in a while I get lucky but this place has made it very difficult to have any faith in any online casino especially cause it had such a good rating but hey live and learn and from now on I'll just physically go to a casino cau

se when you win in person you just have to show id and they pay you no hassle so unfortunately this casino has made me lose faith in any online casino.

Thank you Jason for all the information provided. I will now forward the complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Zohr,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Playerz Casino to join this conversation.

Dear representatives of Playerz Casino,

Can you please explain why the provided information was not accepted and advise Zohr what information should he provide to verify his account?

Hi Zohr,

Kindly note that we had sent you an e-mail on the 31st of December 2021 explaining in detail what documentation is needed in regards to your case. At your convenience can you kindly provide the missing documents in order for us to resolve the case and process the Withdrawal accordingly please.

Should you have any queries do not hesitate to contact us.

Regards,

Playerz Casino Team

So I don't know what the problem is with the casino but I sent the pictures again and still nothing. This is stupidly frustrating they keep asking and I keep giving but it's never good enough I don't get it.

I sent the card in question prior to Dec 31 and I'm trying to attach picture to show you what I sent but once I add photo I can no longer hit the submit Reply but If there's another way for me to show the pics I am more than willing to show what i sent.

Even if I try to edit my response here and add picture I can no longer hit edit response it seem that it's stuck in sort of loading loop and I let it sit for a quite a few minutes and still stuck so cannot show u what I sent.

Thank you, Playerz Casino Team, Zohr, for the replies.

Dear casino team,

Can you please state the reason why the documents Zohr provided were not accepted?

Dear Zohr,

You can forward the pictures to andrej.p@casino.guru.

Have you received any explanation as to why the documents you’ve provided were not accepted? If you did, please forward the relevant communication to my e-mail as well.

Dear Jason D***,

Trust this email finds you well.

Kindly note that from the Bank Statement you sent us, we have realized that the account is a joint account with Desjardins Ontario. Kindly note that this is not something allowed within our company and business and therefore, would need to inform you that your account is currently limited until all documents are received. This would have been listed within our T&C's. Therefore, we would need to ask for further documentation. 

We would still require 

Interac Bank Account; we need to see proof of all deposits made to our casino. Kindly note that the screenshots and bank statements you have provided us do not show our casino name next to any of the transactions, and therefore, cannot accept this. Kindly make sure that the Bank Statement shows your name, surname, bank company logo, account number and all transactions showing. Ideally, to get all this information, you would need to download the bank statement as PDF from the respective banking website.

PDF Bank Statement showing proof of deposits made from Credit Card ending **3560. This is needed due to the card not having your name and surname on it. You have made two successful deposits to our casinos and these would be as follows;

- 27/12/2021 at 07:25:52; Deposit of 10.00 CAD

- 27/12/2021 at 09:45:49; Deposit of 14.00 CAD

For the 3rd Party Payment method ( Bank Account that is joint with Desjardins Ontario ) we would need to ask for the following further documentation;

Declaration Form; Attached to the email, you will find a 3rd Party Declaration form which you would need to fill out accordingly, and provide us with a fully completed document. If you prefer to write the document, rather than print and fill it out, you can choose to do so, however, make sure that you write all the words exactly as they are shown on the declaration from we provide. All the information needs to be written down, from top to bottom of the page; including the three bullet points at the bottom of the page.

Kindly note that we cannot accept a digital or scanned copy of the form. It needs to be either a picture or a written paper.

Attached, kindly find the declaration form which you would need to fill out accordingly. Kindly note that where 'Identification Documentation Number' is requested, you need to fill out the ID Numbers of both yours and the 3rd Party as well as writing the respective name next to each ID Number.

Photo ID of the 3rd Party; Desjardins Ontario ; can be passport, driving license or National ID. 

Best Regards,

Playerz Support Team

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I have never seen any casino names beside any deposits and I have made several deposits to many casinos and I don't see any casino names so its impossible for me to prove that and I have used the same account at different casinos and still got paid out. This is the first time that joint accounts aren't accepted it's my only bank account and as for card 3560 it was a present a non reloadable gift card so the bank statement won't be good enough for these guys I guess I'm never getting anything told ya they were thiefs any documents that I give will never be good enough I give up they can keep there money I guess

I don't know if you ever did e transfer deposits but it never says casino name just the reference # like when I e transfer money from my brother in law it never says his name. This is never going to be resolved but you should let other people know cause how many people Deposit with joint accounts or gift cards they should know not to play here so far the best casino that I've had no problems with payouts is woo casino. But please let others know before they go through the same nightmare that I'm going through I know it's too late for me but if we can prevent even one person from getting screwed I feel like I may have accomplished something.

Hi Zohr,

Kindly note that in order to help resolve your case we would need the documentation that was requested in the post above. Kindly send the documents at your earliest convenience so we can resolve your case.

Regards,

Playerz Casino Team

Awesome if you can show me how to magically put you name beside any of the transactions u let me know. And if you can tell me how to downlad pdf from Desjardins that would also be awesome cause trust me I want to deal with you guys as little as possible. U know I frequent 2 other casino and they have the same info and I can freely deposit and withdraw but u guys for whatever reason are a goddam nightmare. So unless you can show in detail how to get that info from Desjardins I'll be glad to give it to you but never will I deal with u guys again even after we get this sorted out I'm never ever ever dealing or recommending your establishment to anyone u guys are a joke 2 other casino with same info and no problems so why would I even consider staying or playing with you guys this place is terrible. But explain to me in detail how to get that info from my Desjardins account. I have legit taken a screenshot of every page and every transaction on my account + I gave you guys a copy of a blank check of the same account and yet you guys still think I'm alien I guess. So if you can't figure out that it's me and that I gave you every every transaction on my account and you guys still can't figure out which ones ate from you I don't know man but maybe it's time for you to look for a new job I mean maybe they can train apes to do your job probably be cheaper and more efficient. Look man let's star with the banking info one thing at a time.

Thank you, Zohr, for the updates.

Firstly, I would like to kindly ask you to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language.

Please note that there’s nothing unusual about the casino’s request for you to prove the source of your income. There’s no reason not to provide the requested information. I truly believe that following the given instruction is the most viable route here.

Do I understand correctly that providing a document to prove the source of your income is currently the only obstacle standing between you and your winnings?

Well how come at other casinos there is no issues with any of the same documents that I have provided to this casino and no where else did I have trouble cashing out same bank account same credit card minus the prepaid card same everything else but at players it's not good enough I don't get it. But for your info I did send in a pic if credit card all my bank info I could did took a screnshot if every transaction in my account for the last 3 months but because it doesn't say the casino name beside my interact e transfers its not good enough they do have reference numbers beside them but they are probably too lazy to look them up and as for using a joint account this has been the only account that I have been using and no usages anywhere Else just saying. And statement from prepaid card not entirely sure where I would get and it still won't have the casino name beside the transaction this is the stupidest casino ever and I don't even care about the winnings anymore I'm just glad I know how stupid they are thanks fir looking into this for me but I'll just stick with the casinos that actually appreciate and pay their customers I might eventually jump through hoops for their gut but I'm never playing here again even if we would happen to sort ot out I've given ample of documents and they always want more. So I doubt that we even get to a point where they will pay so just close this account I learned my lesson trying somewhere new. I'll just stick with what I k on is good and it ain't playerz casino that's for sure so tell the thiefs they can keep a Mt money cause the asking for documents just never ends and they are making it difficult for nothing this place In my mind is the worse. Never at any casino have I had so many problems with documents I don't get it. Every other casino that I frequent easy a pie but here nightmare. And for what so they don't have to pay a measly 150 when I deposited at least 5 times that amount. Like I said before I had to show documents as soon as I made my first deposit and it was goid enough for them to rake my money but when I came for to paying none of that meant anything so why even ask for my documents prior to playing then. What was the point. This is the first online casino to adk for documents prior to playing that should have sent red flags for me but I guess I'm not the brightest person but now I know if that happens again avoid that casino at all costs. Thanks again for your help but I'm just gonna give up i have tried again to send some of the documents but again it wasn't enough I don't know what to tell besides that they straight up stole my money.

Thank you, Zohr, for clarifying. In regards to the bank statement the casino asked you to provide, could you please advise if you have tried contacting your bank and asking for their assistance?

Dear Playerz Casino team,

Can you please address Zohr’s concerns?

Hi Zohr,  

Thank you for contacting us, and we are sorry to hear that you have experienced issues with the verification of your account.  

We understand that the verification process can be frustrating for our customers, but we are obliged to carry out necessary verification checks on our players at any stage. This is also stated in the terms and conditions, which you are asked to accept upon registration.  

We do our best to try and get the document verified for our customers as soon as possible, however certain occasion there might be a slight delay, especially if documents need to be re-sent or if additional documents are requested.  

Kindly refer to the e-mail which we had sent you on the 20th of January 2022 explaining in detail what documents are required in order to help with your case.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist.  

Regards,

Playerz Casino Team

Thank you, Playerz Casino team, for the reply.

Dear Zohr,

In addition to my previous question, I’d like to kindly ask you to forward all relevant communication between you and the casino, including all the documents you have provided the casino with to andrej.p@casino.guru. Thank you in advance.

No I'm done being prodded and anal probed so thanks for all your help but I've also asked the casino for no more calls emails or sms hopefully they are smart enough to figure that out so I'll just take my losses and get out and play casinos where I won't be probed and have no issues cause there are several casinos that I frequent and have had made withdrawals without providing every aspect of my income.

If I only I would have known prior to even playing here I never would have so bad on me but I won't name that mistake twice again thanks fir everything but I'm satisfied with whatever happens I told the they can go f#$% themselves so it over. Please tell them to never contact me again in any way shape or form or I will have to submit a harassment complaint

Dear Zohr,

I’m sorry to hear about your decision. I understand your frustration, but I also believe that if providing the requested documentation is the only thing standing between you and your winnings, complying with the casino’s requests is worth the extra effort.

Please note that if your decision to abandon this matter is final, I’ll be forced to reject your complaint.

Ya just reject my complaint I'm not showing my documents they just want everything under the sun and I dint even disclose my financial shit with my family so I'm definitely not going to be probed by some stupid casino hey live and learn like I said I'll just stick with the casinos that I can already withdraw from. Thanks for everything and maybe it's me but u still don't understand why they want my t4 why they need to know where the money came from and why they act like its not me when I have showed them ample proof of myself my residency all my banking info and all my credit cards it'll just never end and I'm done I've never experienced anything at this level so I'm out so you do what you gotta do I was hoping to save at least one person from the same agony that I just went through but I guess not. But never will I ever play at any of the casinos that you recommend anymore either I'm sorry it's just the way I feel.

Thank you, Zohr, for the reply.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

As explained earlier, we will now close this complaint as ‘Rejected’.

Should you reconsider your decision, you can reopen this complaint anytime.