The player from Italy had had difficulties getting account verification and a withdrawal of winnings of 6500 euros from Playzilla Casino. After he had sent all requested documents, his account was suddenly closed, because of deposits made by a third-party payment method. The player admitted to having used his friend's card for some deposits. Despite having provided all requested documents, including proof of authorization from his friend, the casino had closed his account. We had concluded that the use of a third-party payment method had violated the casino's terms and conditions and anti-money laundering policies. Despite understanding the player's frustration, we could not assist further due to the violation of these policies. The complaint was therefore rejected.
Playzilla Casino - Player's account is closed.
Amount: €6,500
Playzilla Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Good day, some time ago I enrolled at Playzilla Casino and naively loaded money onto it using a friend's card (two top-ups), but I didn't win anything.
After that, I continued to load substantial amounts with my own card until I eventually won about 6500 euros...
That's when the trouble started.
The account needed to be verified, which they previously didn't allow.
I sent EVERYTHING they needed, everything they asked for, the process started on the 8th of December, days passed and occasionally they would ask for more information, I sent everything, I wrote to the support apologizing for my naivety, I sent all the necessary documents for both cards...they hardly ever respond...and today, as if by magic, the account is closed and I can't log in.
I can't believe something like this.
Please help me, I will do whatever it takes because I won't let a scam like this slide.
Dear Peira10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It seems that your account was most likely closed because of deposits made via a third-party payment method, which is strictly prohibited by the vast majority of online casinos. I have checked the T&Cs, and this is what I found:
the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.
Furthermore, please check our Fair Gambling Codex for Players:
Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.
Could you please clarify how much money you deposited with your friend's card and with your own card? Also, when did you make these deposits?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
Good morning Kristina, first of all thank you for replying to me.
I'll explain everything better also because yesterday I was really angry:
So, it seems to me that around November 20th I loaded 100 euros twice with my friend's card, which moreover is a postepay, which I can very well legally load it for him in the last tobacco shop in Italy, then I think I loaded more than 1000 euros with mine, around 1200/1300.
Yesterday afternoon I immediately went to a law firm here in my town to ask for advice (we're talking about 6500 euros, not a few hundred), they told me that point 4.1 is absolutely questionable precisely as an Italian language, because it doesn't say OWNER, it says my property, not stolen or lost.
The card is neither stolen nor lost, and God forbid they still tell me that I stole it.
Then if I hadn't had to withdraw, nothing would have happened, this is a giant scam.
Also the really ridiculous thing was the customer service:
In live chat, a thousand conversations, they always answer the same things even if you ask different questions, via email they practically never reply, except yesterday when I wrote a complaint, and strangely after 5 minutes they responded by sending me the terms and conditions.
Furthermore, I provided ALL the requested documents, even the WhatsApp conversation where I asked my friend for the documents, apologizing for the carelessness committed, in response they blocked my account WITHOUT EVEN COMMUNICATING IT VIA EMAIL.
A scandalous site, but it doesn't end there.
Furthermore, I add, if it says that it is necessary to demonstrate that it was not stolen or lost by someone, I did it, I sent the pdf file of the transactions, sensitive data belonging only to the owner, which he forwarded to me.
At this point their aim comes to me to think is just to wait for a technicality to withhold ALL the winnings and even the correct top-ups, I'm really disappointed, now they will tell me what is the most appropriate way to move legally, the most appropriate location, and alas I'll have to do it, I can't leave a 6500 euro scam like this unnoticed.
Update: at 12.30pm today I received an email with a successful withdrawal of 40 euros.
This site doesn't really know what it's doing and says, this is further confirmation.
Furthermore, the law firm informed me that written as it is, the regulation, I am right.
"Card owned, not lost or stolen" means the card is not misused, there is an owner who authorized me, I proved this to him by sending EVERY document requested.
Among other things, I asked in the chat, and we knew zero about the 40 euro withdrawal.
A truly ridiculous site, and I have even more reason to take legal action.
I look forward to hearing from you Kristina, thank you!
Here it is, now that the emails work.
Now they write to me, it's shameful.
I neither cheated, nor did I think I would, I immediately clarified that I had made a mistake by apologizing, I didn't know
They never responded to me, not even to tell me that they closed my account.
It's a shameful mess, for 100 euros of top-ups, they must really fail
Please understand that the main point of payment method ownership means, that the card (or any payment method) has been issued in your own name and belongs to you, which doesn't seem to be the case here, as you yourself also said that the card belongs to your friend.
Could you please clarify how many deposits you made with your payment method/card after those deposits with your friend's card? How much was your last deposit before the casino closed your account?
I immediately told them that it belonged to a friend of mine, I apologized, and in response they treated me like an already proven criminal.
Yesterday, after that email, I asked what it meant, and they didn't even answer me, as always.
With my friend's card deposited either 150, or 200 euros, now I can no longer see.
With my card, €1300.
My last deposit .40 euros, that's why that bank transfer.
Would this be treating the players well?.
SHAMEFUL SITE
If they found out that I had tried to modify some document, to make fun of them, or something else, a minimum doubt, ok.
But THE FIRST THING I did, as you will see from the emails I sent you privately, I apologised, I didn't know, nothing had ever happened to me on other sites even when uploading from other parts... of course, the law doesn't allow ignorance, but if I had to count all the mistakes they made for example in chat, telling me nonsense things, or not responding to emails, they would have to give me double 6500 euros🤣
I understand your point, but I must emphasize that the vast majority of casinos are very strict when it comes to their AML policy and the use of third-party payment methods at any point after registration. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
As you are not a legitimate owner of the payment method and you obviously haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. We would like to help, but it is impossible for us under these circumstances. I can only recommend that you always use payment methods issued in your name to avoid a similar situation in the future.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
