PlayZax Casino - Player’s withdrawal has been delayed.

Dear Kate,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you made any successful withdrawals before? Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your reply, Kate. Could you please clarify whether you have made any successful withdrawals before? Also, would you be so kind and indicate what is the current status of your withdrawal? Is it marked as pending or processed in your account?

Hi, no I have never made a withdrawal before and the status is approved and the casino is insinuating that payment has been sent hence them asking for screen shots of my bank account.

Thank you

Have you already provided the required screenshots?

Yes I have supplied screenshots. Still no response.

Have you already contacted your bank? Your withdrawal can be stuck in the intermediary bank (somewhere between your bank and the casino's bank), and based on the transaction ID your bank could possibly find it.

Hi, yes I’ve sent these details to my bank… awaiting response.

just wanted to keep you updated.

thanks.

Dear Kate,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Of course, Kate, I will keep this complaint open as long as needed. Please, keep us updated and let us know if there is anything new.

Dear Kate,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi, they have said they have resent the payment. I believe this can take up to 7 working days.

I will, of course, let you know if I (or don’t) receive.

Thank you. Kate

Hi, they have said they have resent the payment. I believe this can take up to 7 working days. 

I will, of course, let you know if I (or don’t) receive.

Thank you. Kate

Dear Kate,

We are extending the timer by 7 days. Please, be aware that in case you fail to update us in the given time frame, we will reject your complaint.

Thank you very much Kate for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Kate,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PlayZax Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear PlayZax Casino Team, could you please state the reason why the player's reissuing payment has not been fully processed yet and when can she expect the payment? Has the payment been already sent? Can you please provide us with the ID number of the transaction?

Thank you in advance for providing the information.

Hello,

We are very sorry to hear that Mrs. Jenkins had a bad experience with our casino.

A withdrawal request was submitted and the money was sent to the player's bank account.

The money was returned to us a few days later, as the bank account information Mrs. Jenkins registered on her account was incorrect.

Our support contacted her asking for a new IBAN to send the money again, she didn't send it, and shortly after she closed her account on Playzax.

We are inviting Mrs. Jenkins to contact our support team and send the correct bank account information and we'll be happy to send her money.

Please solve this complaint.

Best,

Dear Kate,

Our customer support just sent you the proof of payment.

Casino Guru, please solve the complaint.

Best,

Hi, I have now received the proof of payment but it does not give a date as to when the payment was sent. Please advise. Thank you.

Greetings all,

Thank you, PlayZax Casino team, for providing the information. The complaint will be closed as resolved once the player confirms that she has received the payment.

Dear Kate,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Thank you so much for your assistance.

Hi, I will, of course, update you if I receive payment. Playzax have still not advised of the date of payment.

My bank states it needs date of payment and also the reference for the payment in order to track/trace it.

I still await these details.

thank you

Thank you for providing the information, Kate.

Dear PlayZax Casino Team,

You mentioned above that the previous payment was returned to you a few days after payment was realized.

Could you please provide us with the details of the new payment? Or, could the casino's support provide the player with those data? Can you help us to speed up the process? After receiving the necessary data, it would be easier for the player's bank to check the payment status in the systems.

Hello Branislav,

We were waiting for the correct bank account information in order to make the transfer, and we finally got them from the support.

We provided the details of the new payment that was made yesterday. It's supposed to arrive in the next few days in the player's account.

Unfortunately, at the moment, we're are unable to send a tracking reference.

Thanks for understanding.

Thank you very much, PlayZax Casino, for all information.

Dear Kate,

As the casino processed the payment yesterday, please let's stay patient, positive, and provide the casino with a few more days to process your payment.

Please let us know once you receive your payment.

Hi,

Thank you for confirming. I will keep you updated.

Thank you for your assistance.

Kate

Hi, I can confirm that I have now received payment.

I would like to pass on my thanks to Adam and Ana at Playzax who have been very helpful.

Thank you to Casino Guru.

Please now close complaint.

Thank you again.

Greetings all,

Great news! Thank you, Kate, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, PlayZax Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru