The player's withdrawal limit was reduced as it is set based on the player's deposit amount. The casino decided to pay the player the full amount but later accused the player of using multiple accounts. We closed the complaint as unresolved, because the casino failed to provide us with relevant evidence.
PlayZax Casino - The player's withdrawal limit was reduced.
Black points: 1,496
Amount: €1,500
PlayZax Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.5
PlayZax Casino has a Safety Index of 1.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
2 years ago
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2 years ago
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The casino is trying to make me withdraw part of the requested amount on a weekly basis despite having deposited more than € 200.00 to date and therefore the rule of the limit on withdrawal based on the deposit x 20 must no longer be taken into consideration. I sent a legal notice via chat so that they pay the requested amount on the same day.
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2 years ago
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On September 3, 2022, I won € 1,297.00. The account was previously verified (ID + proof of residence verified). I contacted the Support in chat to find out what I should do to withdraw the winnings and they told me that I would have to deposit a minimum of € 20.00. I then made the deposit and requested the withdrawal but after 8 days of waiting, having not received any written communication and seeing that the withdrawal was always pending, I asked for an explanation in chat. They told me that the withdrawal had been refused while in the cashier it was always pending and that I would have to request a withdrawal of € 400.00 or first deposit x 20. This rule was not explained to me at all the first time in chat but I had explicitly asked how to withdraw the entire winnings, so they should have indicated the exact amount to be able to withdraw with this rule or about € 65.00 and not 20.00! However, they explained to me that I could withdraw the entire amount won after having deposited a minimum of € 100.00 a second time. At this point I deposited € 185.00 and I continued to play by winning a higher sum. I stopped with a balance of € 2,588.72 and requested a withdrawal of € 1,500.00 on 11 October 2022 fully respecting their condition in point 7.7, having deposited a total of over € 200.00 and therefore no longer having to respect the limit imposed on the withdrawal which is determined by the deposit x 20. I have solicited several times all the VIPs present in the chat (3) who always returned with promises never fulfilled. The last time the VIP Manager Silvio proposed me to cancel the withdrawal and ask for another 400.00 euro with the excuse that the Financial Department had told him to do so! I clearly refused and asked him to make same-day payment of the full amount requested in due time. Subsequently reconnecting in the afternoon in chat I warned the casino to provide the payment, warns that it had already been sent a short time before to the email servizio@playzax.com. In response to this the VIP Manager Alex asked me for the selfie and anticipated that I would not receive a damn of my money! Later they tried to contact me from Austria on my mobile phone while I was at work and I clearly did not reply after the treatment received. To date, the withdrawal is still pending without any justified reason and I have blocked the cashier and the chat with the proof of an internal verification !! They are practically withholding my lawfully won money! If they do not unblock everything, I will report them to the Players' Association in Curacao as well as notify the licensees and the relevant Government.
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2 years ago
Hello Natav,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayZax Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if that limit is daily/weekly or monthly? How much payment are currently pending? How much did you withdraw in total since you are registered in the casino? When was the last time you contacted the casino and what did they respond regarding the withdrawal limit?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Thank you Natav for all the provided information. I will now forward your complaint to my colleague Tomas (tomas@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Natav,
I will assist you with the complaint from now on. I went over the details of the case, and I will do my best to help you. First, I would like to ask the representatives of Playzax Casino to join the conversation in order to resolve the withdrawal issue.
Playzax Casino,
Could you explain why Natav's withdrawal is not being processed, and her account is blocked?
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2 years ago
Translation
Notice to the casino in question that the undersigned has already prepared a letter of formal notice that will be delivered in the next few days directly to a well-known Association of Victims of Online Gaming in Willemstad in Curacao. Furthermore, all the Competent Authorities of the place will be alerted so that the appropriate checks are carried out regarding this serious fact that constitutes a criminal offense (embezzlement of other people's money).
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2 years ago
We would like to ask the 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’ which may negatively affect its rating.
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2 years ago
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I enclose the exhibit presented at the SBGOK Foundation in Willemstad (Curacao). Failing that, Tic Tac Toe BV, owner of the casino in question, will be formally issued.
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2 years ago
Dear Natav,
Dear Casino Guru,
First, let me tell you that we are really sorry to hear about this issue you encountered on our casino.
Due to miscommunication, this situation seems to have got out of all proportion and should've been solved faster.
As explained in the beginning, and as you saw in the T&C, the withdrawal needs to be 20x the deposit. You made a deposit of 20 € and then a withdrawal of 400€. At this point, you had an 897.72€ balance, yet you decided to keep depositing. This is the reason it got complicated.
You have to understand that when there's a balance left and players make new deposits on top of it, the balance gets mixed up and it's hard(er) to keep track of which money comes from which deposit. And this is why the support agents got confused in the way of handling this situation.
As the matter got escalated, an investigation happened on your account and we had a fraud suspicion due to several different accounts using the same IP as you. During this investigation, your account was frozen and the withdrawal request was pending.
Anyways, as you deposited a total of 205€, you were indeed entitled to make your 1500€ withdrawal request.
And we will be happy to proceed with the payment, in return for the removal of the complaint here.
Again, we are very sorry for the inconvenience and we assure you that an adjustment has been made with the agents to avoid this situation from happening again.
We remain at your service for further information and hope the complaint will be solved shortly.
Best regards,
Playzax Team
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2 years ago
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Dear Playzax,
I hereby remain awaiting the payment of 1,500.00 euros to be made immediately to the bank details already communicated and the remaining balance of 1,088.72 euros which I will withdraw later. Once the balance has been fully paid, I will request the positive closure of this complaint with no future recourse.
Sincerely.
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2 years ago
Dear PlayZax Casino team,
Please note that if you are referring to the complaint published here, it can't be removed, only closed. Feel free to have a look in the 'What will be the consequences of your complaint?' section in the following article to learn more https://casino.guru/complaint-resolution-instructions
If you proceed to pay Natav her winnings and we receive a confirmation from her the withdrawal was successful, we will proceed to close the complaint as 'resolved'
Please inform us about your next course of action. Much appreciated!
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2 years ago
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Dear Thomas,
I inform you that contrary to what was communicated above by the Playzax Team, the account was even closed with my money inside, unjustly accusing me of having opened other game accounts with the same IP after my first withdrawal! But does this seem like a sensible reason to you, would I be masochistic in doing such a thing after a successful withdrawal and knowing that such conduct is illegal? All this makes no sense except for the fact of not wanting to honor the payment of the winnings obtained lawfully. I also add that it was explained to me that the DYNAMIC RENT IP assigned to me daily by the telephone operator varies over a certain number of hours (it is not UNIQUE) and is public as per common practice, therefore potentially usable also by all its other customers at different times, therefore the accusation made by them appears to be groundless as other people may have subsequently used this IP to register and play in their casino as evidently happened. Therefore, I again warn the casino in question to liquidate the sum of 2,588.72 euros in the account by bank transfer. This letter has the value of formal notice, failing which I will arrange for the Association of victims of online gaming present in Willemstad to intervene, charging the necessary expenses in addition to the request for compensation for the damage suffered.
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2 years ago
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Dear Playzax Team,
having unilaterally closed my gaming account despite your previous reassurances:
"However, since you deposited a total of €205, you were effectively entitled to make your €1500 withdrawal request.
And we will be happy to proceed with the payment, in exchange for the complaint being removed here."
I inform you that the money present in the same equal to 2,588.72 euros must be transferred immediately to the bank details already communicated with the last requested withdrawal, having already fully verified my identity. Failing that, I will be forced to file a complaint for embezzlement and attempted deception with the local Authorities with a request for compensation for the damage suffered.
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2 years ago
Hello all,
Thanks for the updates Natav. Your comments about the IP are completely valid and we are of opinion that a match in IP addresses can't be used as the only reason to confiscate winnings.
I would like to ask PlayZax Casino to provide us with evidence of multiple accounts, and an explanation of the surrounding circumstances of your findings. Please send the evidence to my mail tomas@casino.guru
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2 years ago
We would like to ask the 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’ which may negatively affect its rating.
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2 years ago
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The casino does not respond as expected ... the reality of the facts is very clear! The bank transfer was not made as promised... they speak for themselves!
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2 years ago
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I urge the casino again to make the payment of 2,588.72 euros by bank transfer for which you already have my coordinates. Failing that, I will proceed immediately to give a mandate to the SBGOK Foundation with a request for compensation for the damage suffered as well as to report the incident to the Ministry of Foreign Affairs, Justice and Finance of Curacao.
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2 years ago
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Hi Thomas,
the casino as foreseeable no longer responds and no transfer has been made. At this point in closing this complaint I will be forced to contact the Ministry of Finance ( Javier Silvania ) and Justice ( Shalten Hato ) of Curacao as well as to communicate with Prime Minister Gilmar Pisas so that the aforementioned casino is permanently closed since it operates illegally in total fraud . I will also present a complaint for embezzlement to the Association of victims of online gaming present in Willemstad with a further request for the damage suffered in addition to the necessary expenses. One thing is for sure, I won't stop there!
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2 years ago
Dear Natav,
It seems the casino stopped replying. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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.
From our point of view, the next step for you would be to contact the Curacao Gaming Authority itself (complaints@curacao-egaming.com). Please let me know how they responded (tomas@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
