PlayZax Casino - Player's struggling to pass the verification.

Ho dei soldi da ritirare. Mi manca un solo documento per la verifica dei documenti, la bolletta delle utenze. Ma io abito da mia madre e non ho le utenze a nome mio.

Mi chiedono un certificato di residenza che attesti che io viva lì,gli ho mandato il mio cambio di residenza ufficiale del mio comune è stato rifiutato.

Voglio solo ritirare i MIEI SOLDI!!!

Dear Gabriel,

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.

Do I understand correctly that verifying the proof of address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Tutti gli altri documenti si.

mi manca solo quello delle utenze telefoniche. Ma mi hanno chiesto se in caso io non abbia l'utenza a nome mio di mandare un certificato di residenza. L'ho mandato ma non hanno accettato

Thank you for your reply, Gabriel. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Thank you very much Gabriel for your email. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Gabriel,

I have reviewed your case and understand the situation. I will contact the casino to see if I can help.

We would like to invite PlayZax Casino to join the conversation and to aid in the resolution of this complaint.

Dear PlayZax Casino,

Could you please clarify exactly what is required to complete the player's verification?

We would like to ask PlayZax Casino to reply to this complaint. We are extending the timer by 7 days. 

If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

In caso non rispondessero io cosa dovrei fare?

Hello,

We're very sorry for the inconvenience.

It seems that the documents you provided aren't valid (too old and scanned).

We need you to send a new residence certificate less than 3 months old and photographed not scanned.

Thanks for your understanding.

Best,

Dear Gabriel,

Are you able to obtain and send the documents requested?

Si ci vorrà del tempo ma si

Hello Gabriel,

I appreciate it may take some time, but I recommend doing so if it means the verification will be completed.

Please keep us updated on your progress.

Dear Gabriel,

Have you managed to send the documents as requested by the casino?

Please provide an update on the situation.

Kind regards,

Adam

Mi sono attivato già per avere i documenti necessari non appena li ho dovrebbe sistemarsi tutto

Ho consegnato i documenti.16/5 Ho cercato di prelevare mi hanno detto che entro 72 ore i soldi venivano inviati.

Nel mentre nel sito c'è rispettivamente scritto "prelievo in sospeso" perché è iniziato il procedimento per farmi mandare i soldi. Oggi 19/05 ho riguardato se fosse ancora in sospeso ma si è addirittura resettato il procedimento, i soldi sono ritornati nel mio portafoglio di gioco e ora devo rifare il procedimento.

Mi chiedo.. è così difficile mandare dei soldi a qualcuno?

Thank you for the update, Gabriel.

Dear PlayZax Casino,

Could you please explain what has happened to the player's withdrawal request?

Hello,

In our terms and conditions, it clearly states that players are able to ask for a withdrawal of maximum 20 times their deposit.

In this case, the player deposited 30€ and is allowed to withdraw 600€.

Please make a new request of 600€ and we will be more than happy to make the payment immediately.

Thank you for your understanding.

Best,

Hello PlayZax Casino,

Thank you for your response, could you please clarify what happens to the rest of the player's winnings?

Kind regards,

Adam

Hi,

As it's stated in our T&C, article 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."

This means that the player can, as I said yesterday, make a withdrawal request for the 600€. The remaining balance can be either played, or the player can make a new deposit to increase his "lifetime deposits" and his withdrawal maximum. Here in this particular case, if the player deposits an extra 20€, he'll increase his withdrawal maximum to 1000€ and be able to withdraw the remaining winnings.

Thanks for your understanding.

Best,

Dear Playzax Casino,

Please accept my apologies for my delayed response.

As per our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules), we find rules such as the one mentioned to be unfair and predatory.

We accept bonus T&Cs that restrict the maximum cash out from a bonus play, but it doesn't make sense to limit the amount that players can withdraw if they aren't playing with a bonus.

As such, we feel that the player should be entitled to their winnings in full in this case.

Kind regards,

Adam

Sono riuscito a prelevare i 600€ dal sito e mi sono stati accreditati nel mio conto ho attivato anche il prelievo dei restanti soldi vediamo ora se andrà tutto bene

Thank you for the update Gabriel.

Please do let us know if you receive your payment in full.

Kind regards,

Adam

Hello,

The payment of the remaining money will be obviously issued but we will need this complaint to be entirely removed from the website.

Thanks in advance.

Best,

Dear Playzax Casino,

Thank you for the update regarding the issue of payment to the player. When the player has confirmed receipt of the payment we will of course close the complaint as "Resolved" and there will be no negative effect on the casino's rating.

Please understand it is our policy that we never remove complaints from our website.

Kind regards,

Adam

Dear Gabriel,

Have there been any further developments? Please provide an update on the situation.

Kind regards,

Adam

Ho fatto domanda il 26/5 per i rimanenti 100€ non sono ancora arrivati arriveranno a breve

Oggi (lunedì 13 giugno) i soldi (100€ rimanenti dei 700€) che sto cercando di prelevare non sono ancora arrivati. Ci stanno mettendo più tempo del previsto. Provo ad annullare e ripetere l'azione perché non ho avuto neanche la conferma dell'elaborazione che mi era stata mandata dopo più o meno 1 settimana dopo aver avviato il prelievo dei 600€

Thank you for the update, Gabriel.

Dear Playzax Casino,

Can you confirm if the player is able to withdraw the outstanding winnings as previously mentioned?

Kind regards,

Adam

We would like to ask the PlayZax Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Gabriel,

I have tried to get in touch with the casino repeatedly but had no further response. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

The casino states on its website that it has a license from Curacao e-Gaming, but we have been unable to verify the validity of this. I would still recommend you to contact the licensing authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best authority but it has more options and tools to help players. Please let me know how they replied (adam.m@casino.guru).

I am sorry I could not have been of more help.

Best regards

Adam