The player from Italy is experiencing difficulties withdrawing her winnings. The player was informed that their winnings would be greatly reduced due to a maximum win rule in their terms and conditions. We find the use of such rules to be unfair and predatory when applied in a real money situation and directly against our Fair Gambling Codex. The casino did not respond to the complaint, so it was closed as 'unresolved'.
PlayZax Casino - Player is struggling to withdraw her winnings.
Black points: 25293
Amount: €23,583
PlayZax Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
9 months ago
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1 year ago
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I deposited on 01/13/23, €20 and I also received a bonus of €14...ok! I start playing and, without touching the bonus, I find myself with a win of €10390!!!I send the documents to complete Check it out and wait!
In chat, vip manager Christian, informs me today (16/01) that the maximum sum that can be withdrawn is, in accordance with their regulation, 1500! His explanation is out of this world: they pay the winnings in the following way:!! 20 times deposit! What can I do to get my winnings?! I think nothing but at least help other players never to play Playzax casino again!
Thank you
Scammed player
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1 year ago
Dear Doria27,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here):
"7. WITHDRAWALS AND DEPOSITS
...
7.7. Should the lifetime deposits of a player be less than, or equal to €200, their maximum withdrawal amount is 20(X) times the total amount of their lifetime deposits, minus any fees. For example, a player whose total lifetime deposits are €20 is only entitled to withdraw a maximum of 20 x 20 = €400."
Please advise how much were your cumulative deposits in this casino. Do I understand correctly that you didn't play the bonus at all?
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory when it’s applied to a real money game.
Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
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According to the vip manager Christian :"the total deposited on our platform is 120 euros" The year of registration: 2022
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1 year ago
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Bonus has not been played!
I think the terms mentioned above would serve as testimony to start a lawsuit for the closure of the fraudulent and dishonest activity of this casino, forever! (Playzax casino)!?
Thanks for being there
Respectfully,.
Dorina T****
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1 year ago
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The situation is this (attachments)!?1.and the bonus disappeared; 2. docs still not verified, even though I sent the photos of the requested docs 3 times! No e-mail, withdrawal blocked because the docs have not yet been verified!?☹️I wrote to you just to update you
Dorina T****
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1 year ago
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Today, another email: PlayZax Team
to me, yet again, after the requested doc appeared as accepted, the request to send a photo (another😢?!) of the CI, front/back!!! no comment!!!!!
3 hours agoDetails
INVALID DOCUMENTS
Dear Dorina,
It appears that one of the documents you have submitted has been rejected: ID / Passport / Driving License (front) Please provide a higher quality photograph which is not blurry and where the edges of the document are visible.
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1 year ago
Thank you very much, Doria27, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
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1 year ago
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They used another "method": docs validated and then appear invalid after a few hours! Later bursts of messages - requests for another photo of the same doc, which was accepted before! No comment!!!!
I feel teased, treated like an idiot!
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1 year ago
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Thanks for your support!
Respectfully
Dorina T****
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1 year ago
Hello Doria27,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Playzax Casino to join the conversation and participate in the resolution of this complaint.
Dear Playzax Casino,
As mentioned by my colleague, in accordance with our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider such a win limit to be unfair when it’s applied to a real money game.
Can you please provide further information regarding the player's winnings and verification?
Kind regards,
Adam
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1 year ago
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Thanks a lot for your interest! Let's hope that Playzax casino will behave within the limits of honesty and morality! (even if I have some doubts, seeing their ways of not letting me withdraw!!!) Subtle ways, fakes so well witnessed by their e-mails sent in the last 10 days of waiting to cash out my winnings!!!!
Thank you
Dorina T****
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1 year ago
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Bye!
Today the message from Playzax arrived, message, I could bet on here! Now let me explain: in the early days I used to deposit my Postepay Evolution with them (I sent 8 photos of the card as doc)! My Postepay Evolution does not I have it more because I had to cancel it for an online fraud suffered in 2022; The post office gave me a standard Postepay, following my request, a card with which I deposited several times with Playzax! How should I explain to them that I can't do other photos of the Postepay Evolution, because I no longer have it (telling them exactly what I wrote here) and that I can only send them the ones that were saved on my PC). I was satisfied (from the moment I understood their dirty game) to this move (not so smart)! And so, thanks to my sincerity and fair play, Playzax is free to make fun of anyone who enters their casino!
I enclose their message which contains a request that is asai outside the legality and terms of the Post Office!!!!!
Thank you
Dorina T****
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1 year ago
Hello Doria27,
The casino has requested confirmation from the Post Office regarding your change of account. Have you requested this from the Post Office? I recommend that you do so, as it will likely be necessary to verify your account.
Kind regards,
Adam
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1 year ago
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Hello, Adam! The casino asked me to send them: a confirmation referring to the closure of the Postepay Evolution card, if not, an account statement for it: I sent all the doc, requested!
Thank you for your help,
Dorina T****
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1 year ago
Hello Doria27,
Thank you for clarifying the situation, we will wait for further details from the casino.
Kind regards,
Adam
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1 year ago
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Update:
Agent Silvio sends me this e-mail:
"Hello,
I forwarded the documents to the financial department and they also asked us for a declaration in which you write that your old credit card was lost and the post office gave you a new one on ....... !!
I'm waiting for your answer !
Soon !"
I sent them a Self-Certification-Declaration on this issue of Postepay Evolution
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1 year ago
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31/01/23 : documents verified, first withdrawal 1500€, which will be processed in the next 72 hours; I hope it won't be the last!
I wanted to update you
Thank you,
Dorina T****
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1 year ago
Thank you for the update, Doria27.
I am glad to hear that you have completed the verification. Please let us know when the full amount has been received and we will close the complaint as 'resolved'.
Kind regards,
Adam
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1 year ago
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Eh, no, according to the last chat, I have to say goodbye to my entire winnings! They did me a "big favor", giving me the ok to withdraw the maximum amount that they think can be withdrawn: 1500€😢
Today's chat transcript:Trica dorina12:04:43 pm Will other withdrawals be possible?!😢 Agent Silvio12:04:58 pm I'll check Trica dorina12:05:07 pm Ok Agent Silvio12:06:23 pm 1500 is the maximum the rest you can play or it will be canceled if you make another deposit and win, you will be able to withdraw without problems Trica dorina12:10:28 pm Let me get this straight: you can cancel what is the key?! But me, who deposited a total of 120 or 140€,😢 I would be entitled to a higher amount right?!120€ x20 =2400€And left Agent Silvio12:10:59 pm if you don't play it yes, slowly it will be canceled, you choose what to do, that rule valid for the first 3 deposits, if you want to withdraw more you can from 500 and more deposited and it's per deposit no for all deposits Trica dorina12:11:13 pm Sorry for the mistake Agent Silvio12:11:22 pm if it was like you say you can withdraw 20x40 ie 800 the total of the deposits is not made, but of the last deposit Trica dorina12:12:25 pm Ho read the conditions carefully Agent Silvio12:13:16 pm maybe they weren't updated or written well but I'll explain it was as you say if you made a single deposit of 120 euros but you made 6 of 20 euros in 3 months it's not worth listening to me I love you and take as much money as possibleas i helped you with your documents too Trica dorina12:14:29 pm Ok! thanks Agent Silvio12:14:56 pm thanks😍
Here is their "policy"! Non comment!
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1 year ago
Hello Doria27,
Thank you for the additional information. I will attempt to contact the casino again, via a different channel of communication.
Kind regards,
Adam
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1 year ago
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Hello, Adam!
I forwarded the transcript of the chat, to underline the lack of continuity in their so-called Regulations! Now it's different, isn't it?! If before a withdrawal in conf. to the calculation:deposits under a total of 200€+,depx20 times,now and different:last deposit x20 times!!!I must be happy ,according to them,that I was able to withdraw(still waiting for the withdrawal) 1500€?!? Does that mean they did me a big favor?! There's nothing else to add! Frustration, bitterness and the knowledge that I will never, ever get my entire winnings!!
I thank you Adam but this is a lost war! When there is no Fair play any action is useless!
Thank you for taking the time to help me!
Dorina T****
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1 year ago
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. This is the amount that will be cancelled!
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1 year ago
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Hello
As they told me that I can't withdraw more than 1500€, and that the rest of the winnings will be canceled, at least I continued to play, and.....
!!!!!NB I played after I had their acceptance in the chat!
And now what will they do?! Instead of 8000€, they will cancel 23000€!!!Funny, isn't it?!😢
Sorry, but I really wanted to say this "detail"!
Respectfully
Dorina T****
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1 year ago
Hello Doria27,
For some reason we are unable to see the image you have attached, please try again, or send it to my e-mail (adam.m@casino.guru).
Are you stating that instead of waiting for a response from the casino regarding the maximum win rule, you have continued to play and won more?
Please be advised that if you continue to play and lose your balance, there will be nothing that we can do to help you. I strongly recommend that you do not play any further until this complaint has been concluded.
Kind regards,
Adam
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1 year ago
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HI !
Update:
"dorina t****
to 10741452+IUUQA@tickets.livechatinc.com
3 days agoDetails
"WITHDRAWAL PENDING
Hey there dorina,
Your withdrawal request has been successfully registered and is currently pending.
Your transaction should be processed within the next 72 hours. We will notify you by email upon completion.
Stay tuned!
GO TO PLAYZAX . "?!!!!!?
Withdrawal request made on 01/31/23, 10:26 am
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1 year ago
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Then, after 72 hours:
"dorina t**** Fri, 02/03/23 8:12 pm Good evening,
It has been 72 hours since my request for was registered
withdrawal!!!How long do I have to wait?!
Dorina T****(Italy)
Response: "Christian VIP Manager Fri, 02/03/23 8:20 pm Hi Dorina,
Please note that the waiting time for a withdrawal to be approved is up to 7 business days.
Best regards,
Christian
Thanks for your availability
Dorina T****
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1 year ago
Hello Dorina,
I am not sure I understand the situation fully. Could you please clarify - has your request for a withdrawal been accepted? How much are you able to withdraw?
Kind regards,
Adam
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1 year ago
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Hello, Adam!
1. On 01/31/23, h:10:26, they gave me the ok to withdraw the maximum 1500€, and the rest, which at that moment was 8000€+, according to the manager would be canceled (I sent you the copy of the chat);
2. I received the message in reference to the withdrawal, status: pending, until approved! (I forwarded the messages in reference)
The situation is this: the balance, after the maximum possible withdrawal request of 1500€, is 23 583€!
The withdrawal is still "pending"!
Thank you
Dorina T****
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1 year ago
Hello Dorina,
Thank you for clarifying.
As mentioned, we find the application of this rule regarding maximum cashout to be unfair.
We will give the casino one more chance to respond. If there is no reply, the complaint will be closed as "unresolved" and have a negative effect on the rating of the casino.
Kind regards,
Adam
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1 year ago
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Nothing can be done?! Do you think they care that they will be on the blacklist?! I don't know what to think and say! First of all, thank you for your support! Can we open a lawsuit against Playzax?!
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1 year ago
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Update: email from Playzax "WITHDRAW SUCCESSFUL
Dear Dorina,
We are happy to inform you that your withdrawal request has been processed successfully and your payment is on its way.
Your payment should be available in your checking account within the next 3-5 business days, depending on your bank.
Treat yourself and be sure to visit us soon for more games and fun.
There are 23583€(winnings) left in my account!!!! What can I do?!
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1 year ago
Hello Dorina,
As mentioned, in accordance with our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider enforcing a win limit to be unfair and predatory when it’s applied to a real money game. I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. As the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.
I am sorry we could not be of more help on this occasion.
Best regards,
Adam
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