Playzee Casino - Player’s struggling to receive a refund.

Casino had no problem taking my money. But when none of their providers worked for me. They said they know they have an issue with Ontario players not being able to open the slots they are permitted too. Take my money still, then tell me I just have to wait with no time. Basically watching my bonus evaporate. Horrible business practice.

Dear stevensgaisford,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Have you been asked to verify your account before a refund can be processed? Was it your first deposit in this casino, please?

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,

Petronela

I have not played any of my funds and was not ask to verify. No providers work, none whats so ever. This is not the 1st time I've deposited on this casino. This is however the first time nothing works. They made it appear they are aware this is happening. But nowhere does it mention this massive error happening. I can tell you, had I been warned I wouldn't of deposited. I didn't deposit to play when ever they feel like. What's the actual point of a ontario licence, if this is how they are aloud to operate. Issues like this should stop them from taking money without providing a service.

Thank you very much, stevensgaisford, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, stevensgaisford,

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

Dear Playzee Casino Team,

Could you please state the reason why the player's refund has not been completely processed yet, and what is the estimated time frame for processing it?

Thank you in advance for providing the information.

Hello stevensgaisford

Thank you for your review.

Kindly note that remote casinos adopt a number of approaches and methods to verifying the identity of their customers. We take player verification very seriously and have met all regulatory requirements when processing your account. In line with regulatory requirements and clause 5 of our terms https://www.playzee.com/terms, we have the right to carry out additional verification checks at any time, as was done in your case. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

Further to your claim of being unable to access games, our records confirm that you successfully played out your deposit on a number of games offered. In referencing  clause 8.2 of our terms, we note that our products are consumed instantly when playing or wagering. Thus, we cannot provide returns of goods, refunds or cancellation of your service when playing or wagering.

Should you wish to dispute a particular game or incident, we encourage you to reach out to our Complaints Team at complaints@playzee.com and they would be able to further assist you with your request. Details outlining our Complaints and Disputes Procedure can be located clause 20 of our terms https://www.playzee.com/terms?scrollTo=complaintsanddisputes

@Casino Guru - Kindly note that in line with the relevant Personal Information restraints and for security purposes, we will be unable to further discuss this matter on this platform and therefore encourage the customer to contact our Complaints Team directly, on the aforementioned email address, to be further assisted in this respect.

Kind Regards

Playzee 

I am sorry for the delay.

Thank you, Playzee Team, for providing the detailed explanation.

Dear stevensgaisford,

Can you please confirm you were ultimately able to access the games in the casino and your deposit was gambled away?

Dear stevensgaisford,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Playzee Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru