The player from Italy was not able to withdraw his winnings due to incomplete verification. The casino responded and requested more up-to-date documents, and the player complied. The player then made a request for a withdrawal, but this was canceled by the casino. The casino stated the reason for this was a rule that only allowed a player to withdraw up to a maximum of 20 x the amount of their lifetime deposits. We find this rule to be unfair, in accordance with our fair gambling codex. The player was able to withdraw some of their winnings and put in a request for payment of the remaining amount. The casino stated that this would be paid to the player but the remaining amount was never received and the casino stopped responding. Therefore, the complaint was closed as 'unresolved'.
PlayZax Casino - Player's struggling to pass the verification.
Black points: 749
Amount: €705
PlayZax Casino
Safety Index:Very lowAgainst fair gambling
UNRESOLVED
Case summary
I have some money to withdraw. I am missing only one document for document verification, the utility bill. But I live with my mother and I don't have utilities in my name.
They ask me for a residence certificate stating that I live there, I sent them my official change of residence in my municipality was refused.
I just want to withdraw MY MONEY !!!
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
All other documents do.
I only miss that of telephone utilities. But they asked me if in case I don't have the user in my name to send a residence certificate. I sent it but they didn't accept
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.
If they don't answer me, what should I do?
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,
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
I have already activated to have the necessary documents as soon as I have them everything should be fine
I handed over the documents.16 / 5 I tried to withdraw they told me that within 72 hours the money was sent.
Meanwhile, the site respectively says "withdrawal pending" because the procedure has begun to get me to send the money. Today 19/05 I looked at whether it was still pending but the procedure was even reset, the money returned to my gaming wallet and now I have to redo the procedure.
I wonder .. is it so hard to send someone money?
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
I managed to withdraw the € 600 from the site and they were credited to my account I also activated the withdrawal of the remaining money let's see now if everything will be fine
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
I applied on 26/5 for the remaining 100 € have not arrived yet will arrive shortly
Today (Monday 13 June) the money (€ 100 remaining of € 700) that I am trying to withdraw has not yet arrived. They are taking longer than expected. I try to cancel and repeat the action because I have not even had the confirmation of the processing that was sent to me after more or less 1 week after starting the withdrawal of the € 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
