Playzilla Casino - Player’s struggling to complete account verification.

Habe alle Dokumente zur Verifizierung erbracht jedoch werden manche nicht akzeptiert jetzt wurde mein Account deaktiviert und mein Gewinn 2000€ in der Auszahlung und über 7000 noch auf dem Konto also ca.9000 €

Habe denen

Führerschein

Personalausweis

Stromrechnung

Kontoauszug

Kreditkarten Eigentümernachweis

Bitte helft mir

Dear Serkkk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Ja ich habe folgendes für die Verifizierung bereits gesendet

Führerschein

Ausweis

Proof of ownership Kreditkarte

Bilder der Kreditkarte

Kontoauszug

Stromrechnung

Thank you very much, Serkkk, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas 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 Serkkk!

I will take care of your complaint from now on. I would like to invite representatives of

Playzilla Casino into this complaint in order to help us resolve this issue.

Good day,

Thank you for reaching out. We hope the below explanation clarifies our position.

After the client requested a withdrawal, on 03.10.2021 we requested the following documents to complete the verification of the account: ID, proof of address, credit/debit card used for depositing, and bank account details.

The customer sent us a pack of documents, none of which were showing or proved their address and credit/debit card ownership, expiry date, and number. After the email exchange between our financial department and the customer regarding the ownership of the credit card, the client provided heavily edited images of the card twice (with different expiry dates), as well as an edited image of the statement from the card issuer. We did try to reach out to the client multiple times asking for the unedited documents to complete the verification. The player insisted that the card registered with their name, however, they failed to provide the non-retouched documents to support it.

Based on the above evidence, since the account verification could not be completed, we were forced to close the account and deduct the winnings based on the following points in our Terms and Conditions:

4.1 By opening an account on our Website and by using our Website you warrant that:

you are acting on your own behalf;

you are a competent and law-abiding citizen;

<...>

all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;

<...>

you are not using monetary funds that you have received in an illegal way or from illegal sources;

you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;

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. The company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest;

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases where funds are recalled/disputed;

<...>

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

<...>

We hope the above provides a detailed picture of the case.

Please feel free to reach out should you have further questions.

Sincerely,

Playzilla

Ich habe alle bereitgestellten Dokumente an Casino Guru gesendet. Wenn ich was bearbeitet habe dann meinen Kontoauszug da Sie die meisten Buchungen nichts angehn aber sonst nichts. Auf dem Kontoauszug ist auch meine Adresse.Auf dem Kontoauszug sind auch die Einzahlungen ins Casino von meiner Kreditkarte ersichtlich

Dessweiteren habe ich euch von der Bank eine Proof of ownership der Kreditkarte geschickt.

Thanks, Playzilla Casino and Serkkk for your replies,

Serkkk, To be able to verify your identity, the casino needs unedited documents. It’s common practice in practically every casino that requires player verification. It might be uncomfortable to share information that is not the casino’s business, but it’s mandatory for casinos to confirm your identity for certain. The best course of action for you, in our opinion, is to comply with casino demands and provide the required documents without editing them.

Habe lediglich auf meinem Kontoauszug die Buchungen geschwärzt die das Casino nicht betreffen und auch nichts angehen.muss doch dem Casino lediglich meine Adresse und die Einzahlung vorweisen oder geht das Casino auch an was ich wann und wofür mein Geld ausgegeben habe.ich glaube es gibt auch noch den Datenschutz diesbezüglich.genauso bei der Kreditkarte wieso muss ich meine komplette Kreditkarten Nummer offenlegen am besten noch mit cvv?

In jedem Casino hat zur Verifizierung der

Personalausweis (Adresse steht auf dem amtlichen dokument)

Führerschein

Stromrechnung

Proof of ownership völlig gereicht

Und diese habe ich dem Casino im original und unbearbeitet zur Verfügung gestellt

Serkkk, casinos have all kinds of procedures that are a requirement for successful player verification. Every casino has the right to verify the identity of a player to make sure the used payment methods belong to them, and not someone else. Unless it’s allowed by the casino, you should never edit your verification documents. In this case, the casino doesn’t allow it, which is standard for many other online casinos. In many cases, editing of the documents signals to the casino they need to be extra vigilant.

I am afraid without a successful verification, you will not be able to get to your money in this case. I would strongly suggest to you comply with the casino verification process.

Hello everyone,

Serkk, you are saying you already provided the casino with proof of ownership, pictures of the credit card you own, but the casino says in their last post that the pictures have been edited. How did you manage to send the proof before? Send it again, but unedited.

I would like Playzilla casino representative to advise Serkk in this matter, and to explain which documents are needed and how the pictures of those documents should be taken once again.

Habe dem Casino auch die Bilder der einen Kreditkarte geschickt unbearbeitet.

Von der zweiten kreditkarte kann ich keine Bilder machen das sie nur VIRTUELL existiert!!!!!!!

Dear All,

We received photos of the card from the client recently. However, the card number was different from the one used on our website. The client explained that the card is virtual, and that is the reason they cannot provide us with the unedited photos of the card as we requested previously. We have contacted them via e-mail with the list of documents that can be used as proof of ownership of the card instead of the photos.

We kindly ask the client to not edit or alter the documents in any way, otherwise, we will not be able to accept those.

We hope this is helpful.

Sincerely,

Playzilla

Das Casino wollte ein Video in dem ich mich bei der monese App anmelde und die account Details zeige sowie die virtuelle Kreditkarte

Das habe ich jetzt bereitgestellt

Ich hoffe das beste. Danke guru

That sounds promising Serkkk! Thank you for letting us know. I will keep this complaint open until your confirmation regarding successful withdrawal. Keep us updated and, please let me know as soon as you receive the payment.

Hello all,

We are extending the timer by 7 days. Serkkk, has there been any news, since your last message?

Hello all,

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.

We've received news from Serkkk regarding the verification problems he had with the casino:

„Hello after I made the video in which I log in to the bank app (Monese), then show the account details and the virtual credit card was reopened, my account was reopened, then they wanted bills from the electricity supplier again, which I then sent them. These were again not accepted I then obtained a confirmation of my residence from my municipality and they do not accept it either, although this is an official document of the Federal Republic of Germany. Then I sent you the current invoice from my telephone / Internet provider. They did not accept this invoice either. Now today you want to see another picture of the credit card 5354XXXXXXXXXX3477 although it only exists virtually. You have the proof of ownership of the credit card and in the video that I made, I also show the virtual card That's really ridiculous, they just want to fool a CasinoGuru what should I do? should I file a lawsuit through a lawyer.?"

Can you please give an explanation of why the documents Serkkk provided were not accepted? You can forward any relevant evidence to tomas@casino.guru

Good day,

Thank you for reaching out.

We confirm that we received all the necessary documents required for the verification of the account. This includes the video the client sent as proof of ownership of the virtual card, as well as proof of address. The documents were carefully reviewed by the relevant team. Despite the fact that the client provided the heavily edited documents previously, the verification procedure was completed as the player provided unedited files per our request. We have also sent an email notification to the client, informing them that the account was verified.

We would like to thank the client and Casino Guru representatives for cooperation on this matter.

Please feel free to contact us in case there are further questions.

Sincerely,

Playzilla

Hello all.

Serkkk do confirm the issue has been resolved as the Playzilla representative says? Please, let us know. Much appreciated!

Ja ich bin jetzt verifiziert aber auf meine Auszahlung vom 22.10 warte ich noch mmer

Hello Serkkk.

Thanks for the confirmation. I'll leave the complaint open until your confirmation of a successful withdrawal. Keep us updated.

Hello Serkkk,

Have you received your winnings yet? Has the issue been resolved?

Dear Serkkk,

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.

Nein habe noch immer keine zahlungbm erhalten.

Das Casino sagt jetzt ich hätte alles auf mein casino Konto bekommen

Das ist aber nicht ganz richtig

8638,80 habe ich auf mein kasinokonto bekommen und der rest 8598,80 ging zur Auszahlung siehe Screenshot

Das ist doch echt lächerlich was sich das casino rausnimmt.helft mir bitte Gurus

Hello Serkkk,

Do I understand correctly that after the withdrawal request from Oct 22nd was canceled, the requested amount hasn't returned to your casino balance?

Habe die 8638 erhalten jedoch die 8598 nicht siehe screenshot

Hello Serkkk,

as far as I understand the situation, The screenshot is saying the withdrawal request you made was canceled. At the same time, part of your balance of a similar amount was confiscated but later returned to you. That is where the difference comes from.

Please let us know if I can be of any more assistance to you.

Auf dem Screenshot steht doch ganz klar abgeschlossen und nicht abgebrochen.

Habe nachdem mir ein Teil meines Guthabens wieder auf das Casinokonto gebucht wurde was mit dieser Auszahlung transaktionnummer 68132294 ist und man habe mir gesagt die wäre in der Auszahlung.

Hello Serkkk,

I understand your point. The casino representative explained to me that the transaction of 8598,8 € was deducted from your account, but later returned to your balance as a direct result of you providing them with the proof of ownership of your virtual card. The transaction from the screenshot is not the withdrawal request you made in October. As far as I know, said withdrawal request you made was canceled. I can see why this was confusing to you.

Did you try to make a new withdrawal request with the casino?

Dear Serkkk,

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.

Die 17237.60 von screenshot waren doch die Gesamtsumme?

Und von denen habe ich nachdem mein account geschlossen wurde habe ich ca 8600 aufs casinokonto bekommen sonst nichts

Serkkk,

It was probably the total of your balance at the time before the withdrawal request was made. Could you tell us if you played down any balance that was returned to your player account? Is there any balance that is missing from your player account?

Thanks, Serkkk for the reply.

Dear Playzilla Casino, could you please explain where the rest of the balance of 17237 went? Please provide us with an explanation and a log of the player's account from the relevant period. Much appreciated.

Good day,

At the time of the account closure, the client had the balance of 6638.80 EUR and two withdrawals in the amount of 1000 EUR. Upon closure, the withdrawals were cancelled, making his total balance 8638.80 EUR. The amount of 8598.8 EUR was deducted from the client’s balance, leaving 40 EUR on balance as the deposit amount to be refunded. The deduction transaction, as detailed, was registered as a completed withdraw transaction in the system (id 68132294). The amount after the slash (17237.60) on the transaction indicates the amount of balance before the deduction (8638.80 EUR) plus the amount of the transaction itself (8598.8 EUR). We realize how this could be confusing and we have already transferred the feedback to the relevant team.

Once the document issue was cleared and verification completed, the amount of 8598.8 EUR exactly was added back to the player’s balance. Thus, once account was open, the player had access to 8638.80 EUR total, which was his original account balance.

We hope the above clears the confusion. Please let us know if we should email the player’s account history for that period to clarify it further.

Sincerely,

Playzilla

Als ihr mir die 8600 auf das casinokonto gebucht habt habe ich den support ein paar mal auf die Auzahlung 68132294 angesprochen und die haben mir gesagt die wäre jetzt durch und würde in einigen Tagen auf meinem Konto sein.

Völlige Fehlinformation.

Ansonsten hätte ich die 8600 auch nicht ganz verzockt.

Selbst als ich nach den Cashback Montags angefordert habe wurde mir gesagt dass meine Auszahlungen höher als meine Verluste waren und ich keinen Cashback bekommen würde.Auszahlungen=0

Ihr lügt und trickst wo es nur geht

Hello all,

Thanks to the Playzilla casino team and to Serkk for your reply. Since the situation was explained and no balance was lost, I believe we can close this complaint.

Serkkk, I am sorry we couldn't be of more help in your case. Even if you’ve been informed falsely regarding your withdrawals, please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.

Although you managed to complete the verification successfully, in the end, we weren't able to help you withdraw your winnings. As the balance was played down, we cannot continue to help resolve this case and will have to reject the complaint.

Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.