PlayZax Casino - The player's complaining that the casino allowed him to play illegaly.

Playzax is handling against their own license rules:

"Under this license, apart from its own diligence and legalities, the license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao. It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions"

They offered me the opportunity to register at their casino. (look at the movie that i made, The Netherlands is standing in the list) I lost € 2.325,00.

I had a very big struggle with my gambling behavior. At one time I decided to set a deposit limit... I lost money, asked support if it was possible to increase my deposit limit and they did, so I lost more money again! I can't believe that it conforms to the rules of the license holder, or do I have this rong?

I want my full deposit amount back!! They don't have the right to accept people from the Netherlands or let people believe that they are allowed.. Before I go to the license holder I will give them the opportunity to make this right. So I want my full deposit back.

I also have movie that show how they offering to rigister on their casino. I will send them to you, they are to big to uploade.

Hello FlyingDutchamn83,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayZax Casino. Allow me to ask you a few more question to escalate the case as much as possible.

Did you ever contact the casino regarding your gambling problem or with the issue regarding the allowed/restricted countries based on their licence? Did you already request a refund in the casino? If yes, what did the casino respond.

Also please note that I've checked the casino's terms and conditions and I did not find any restriction for Netherlands, therefore you are allowed to play there. It is mostly up to the casino who they allow or not to play in there. Curacao licence is sometimes impossible to reach and they doesn't have many restrictions for casinos. Could you please advise where did you get that information that Netherlands shouldn't be allowed?

Looking forward to your answer and I hope we will be able to resolve the issue as fast as possible.

Regards,

Nick

Casino.guru

Hello Nick,

Yes I did have contact with the casino, they don't want to give me the deposits back. They don't simply give a reason.. When I ask about the deposit limit I set they simply ignore the issue.

I told them that I will make a complaint on casino.guru and (if it's is necessary) also the license holder.

You can read it in the text Below:

"Under this license, apart from its own diligence and legalities, the license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao. It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions"

Here you have a link: https://validator.antillephone.com/validate?domain=www.playzax.com&seal_id=4b88e79d56f38f43677993f9085da6e8a7e5c773f73a348f5228dee4889f634be39bdc12ee3e3f537c500b12fb37bf49&stamp=c00015a18b728102bb885211ea05788c

They simply don't allow to let me in; "The license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao." You saw my screenshots, they give people from The Netherlands exxes to their casino, and the license they have does not allow that. 

Also if you read this: "2.4. If you are suspected of breaching any laws or regulations, we maintain the right to suspend you from our services, close your Account and/or refuse to pay you any winnings. We likewise reserve the right to block our services in whole or to a limited extent in any country or territory, or to reinstate our services, for any reason, without notification." 

I think it is extremely unfair. if they are believing that they are allow to let people from the Netherlands in, i would like to see a paper/agreement with the Dutch "kanspelautoritieiten" (its a special government unit that protects customers with gambling issues in The Netherlands, also they give license to casino that allow to let people from the Netherlands in) 

Thank you FlyingDutchamn83 for providing additional information regarding the case. I'll now forward your complaint to my collegue Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Dear FlyingDutchman83,

I’m sorry to hear that you’re dissatisfied with the practices of the casino, but please understand that from our point of view, the fact that the casino offers its services in a country it’s not authorized to, according to the policies of its Licensing Authority is not something we would penalize for. You received a service that you paid for – you deposited and risked your funds in return for a chance to win.

If you feel you have a gambling problem, I strongly recommend using the casino’s self-exclusion facility. You can find more tips on how to keep gambling addiction under control in this article.

And lastly, regarding your concerns about the legality of the services of the casino being offered in your country, I can only recommend contacting the relevant authority (Curacao Antillephone), but at the same time, I’m forced to reject this complaint. Please let me know if you decide to contact the authority and/or our assistance is needed.

Oké, my friend won money and only gets his deposit back.... So i find it a very strange handeling from the casino. If you lose you lose, if you win you get your deposit back. I think i will open a Casino too with theys Terms😛

Dear FlyingDutchman83,

If your friend won in the casino and only received a deposit refund because they played from a restricted territory, I strongly recommend they also submit a complaint to our service. We believe that when a casino lets a player sign up using their real personal details, deposit, and risk their own funds, they should also be allowed to withdraw their winnings. That means we would be on their side and request a full refund of your friend’s winnings.

Unfortunately, since this is not the case, we are rejecting it, as explained earlier.

Should you have any additional questions, feel free to contact me via e-mail (andrej.p@casino.guru).