HomeComplaintsPlayPix Casino - Player’s withdrawal has been delayed.

PlayPix Casino - Player’s withdrawal has been delayed.

Amount: 402 R$

PlayPix Casino
Safety Index:Very high
Submitted: 06 Aug 2024 | Case closed : 22 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Brazil experienced delays in customer service and a refusal of his withdrawal despite not using bonuses. Although his account had been verified and previous withdrawals were successful, the casino requested another verification. We extended the response time for the player to provide the necessary documentation, but ultimately, the complaint was rejected due to a lack of response from the player.

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3 months ago
Translation

I've been waiting for over 2 hours to be attended to. They are refusing my withdrawal even though I did not use any bonuses. The customer service is terrible; in fact, I haven't been attended to for hours. They are asking to verify my account again; however, my account has already been verified and I have made other withdrawals in the past. Now, they are pulling this nonsense of asking to verify the account again, and I have already sent the documents a few hours ago.

Automatic translation:
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3 months ago

Dear juniorcdb,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

  • Could you please list which documents you have already provided and when exactly did you send the last one?
  • Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

 

Edited by a Casino Guru admin
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2 months ago

Dear juniorcdb,

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.

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2 months ago

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.

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