Playzilla Casino - The player struggles to verify her account.

Hello,

  Preaty pls sry for what i'm writing down here, and pls help me, but believe me that i'm tired of explaning all the time to this site to the suport the situation, again and again, and without a real respons from them, only recieving learned lines from them.

I have to tell u that i have allmost 1 year and 3 mounths in Austria and 11 mounths in our own rent with my fiance. 

 I've made some windraws, since 21.01.23(270E), 22.01.23(100E) and 31.02.23(20E) i've made a total of 3 withdraws and i never got payed, and my fiance made in the date of 01.02.23 one of 230E and he also didn't got payed.

First this site asked, in the date of 24.01.23, for the documents so we can proof our identity, and habitation.

And i've replied to that mail and send them the documents that they asked for with extra documents that proof that we have a Austrian Ecard also. They never respond to that email, so i got in touch with the suport online so i can see what happend, and they told me to send again the documents, and i've send them again, i have to say that they wanted JPG not PDF, and i made some pictures on our scaned documents.

After this, i contacted the suport to see if they recieved they mail and they told me yes and will send it on.

After 1 or 2 days i recieved again a mail where they are saying that they want JPG not PDF, and i've send them again JPGs of the scaned documents (they were JPG not PDF). 

After 1-2 days again they told me that they don't want scaned but JPGs, then i made some pictures with my phone on all of the documents, and i've send them the pictures where it's clear that my hand is bloking the light and can be seen in the pictures. 

Then after every 1-2 days they replayed the same that they want JPG not PDF.

Seriously like 6 or 7 times at least, and they were still asking me for the same papers that they allready have, then i made another set of photos for the documents and send them those, in a new email.

And this was after i replied 6 or 7 to the mails that they wer asking with papers again and again and again. 

After like almost 1 week, since i've send the new photos, they started to as for "another photo of your ID", it's like they can't see that they have a photo of my id and my fiances id with a coffee, watch and a pack of cigarettes next to it, and very clear and readable.

As i can see it's a fraud site or a scam site, cuz all the time they come with excusions for paying what i've won, but when i deposid they are taking the money from the same card that they need to charge with the winninings, and it's the same for me and my fiance.

I understand they need to verify that we are ok, but seriosly they have ALL THE PAPERS in JPG formats and they are still not paying.

I can say now after 3 weeks that I have a real problem with this casino, thay are with out the capability of looking and reading some pictures.

As u can see in the proof i've attcached i've send them all the papers in JPG formats, and they were still saying that they want JPG not scaned papers, and now they are saying thay they want photos form ID cards, that they allready have.

And btw they banned me from a game also, and only me, if i'm playing from my fiance id is working only on my id is banned, thinking i was on 13 free spins with a big win going on, and on the 10 spin the game just got bloked.

And now in the date of 06.02.23 they banned my fiance account and told him that he has duplicated an account, if u need i can send u the mail of my fiance and the username so u can check.

Serioasly we just want our winnigs, mine of 390E and my fiances 230E.

And so u know i have also conversations with the online support and all the pictures i've sent you were raised because they were to big to upload, and if u want i can forward all the mails that i've send them and also 2 of the conversations that i had with the online suport, with no real respons.

Hello Flori87,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Do I understand it correctly that you have used both the same deposit method? Who is the owner of that payment method? Did you both claim any similar bonuses in the casino?

Looking forward to your answer.

Regards,

Nick

I'll answer ur questions step by step if it's ok with u:

 "Could you please advise since when exactly is the verification process ongoing?"

Normaly i've sended the mail since 24.01.23, but every time they ask again and again for the same documents, in the same formats, i can proof that with fowarding u all the mail i have with them.

 "Which documents have been already approved and which ones not?"

I realy don't know, they never told me which is aproved and which is not, they just ask for the same documents that they allready have. I know that for the last week or so they are repeating themselfs with asking for the id card.

 "When was the last time you spoke to the casino and what was it about?"

As i remember the last time i've spoken with a online suport i was 03.02.23(that's because i've made screedshots of that conversation) but i'm not 100% sure just 90% 😁, and we spoken about the withdraws .

 "Do I understand it correctly that you have used both the same deposit method?"

Yes we have used the same deposit method.

 I can explain that better, with an example: the first time when i didn't had more money on my debit card, i used my fiances card, one time, and it worked prefect, when i tried the second time to add money in my account from his card i couldn't, because it was denied. Then my fiance told me that he will make his own account so he can use his debit card, because on mine was not working.

And because of that he got banned, and i understud why. And we will never recieve the withdraw that he made from his account.

 "Who is the owner of that payment method?"

Normaly me, but like i said above i used my fiances(Mosescu R**** F****) card one time as i remeber.

 "Did you both claim any similar bonuses in the casino?"

We never used a bonus, because all the time we deposit money without bonuses. Those spins were after 3 or 4 cases that dropet in the game, while i was playing with my money.

Hello Flori87,

In the first post you mention that your account got blocked but in the second post you claim that your husband's account got banned - can you please specify which one?

As long as there was a deposit made into an account with a card not owned by the account owner, the casino has every right to void any winnings and close the account. They might accept it if the card belongs to a shared account where both of you are owners.

QUOTE:

"And btw they banned me from a game also, and only me, if i'm playing from my fiance id is working only on my id is banned, thinking i was on 13 free spins with a big win going on, and on the 10 spin the game just got bloked."

Here i'm saying that they banned me from a game, or restricted my acces to that game(that means, in the casino site, i can't play a game that was blocked. Exapmple: if i log in, in my account, i can't play a certain game, and that is only on my account, if another person logs in theyr account, then the game works perfectly).

QUOTE:

"And now in the date of 06.02.23 they banned my fiance account and told him that he has duplicated an account, if u need i can send u the mail of my fiance and the username so u can check."

Here i'm saying that they banned my fiance's account, that means they banned Mosescu R***** Florin's account.

And in the second reply i said that i understood why they banned his account, and why we will never see the win that he got.

Now, i think that u can understand better🙂

Btw, i just cheket the my account on playzilla after almost 2 weeks of absent and i noticed that they reseted my account, now i ca play again that game, and also today, 14.02.23,they sended the cash on my credit card.

Pretty please, with all my heart, the only thing that i would like to ask from u, is to make those photos from above to be secret, so they can't be seen by other people.

Thx very much and all my respect, for u guys and girls.🤗

Amd btw, now after they unlocked the game, i started to play it again, and guess what, i won again, and again they blocked me in the game.

The game from my account doesn't work, but on demo it works perfectly.

Ill add here the proof also

from my account:

from demo when i'm not loged in:

Hello Flori87,

I believe as the casino fixed the issue for the first time, it is only a matter of time before they would fix it again. Could you please advise if you did report it again and what was the casino's respond.

Yes i did report it again, and they told me to play others games with the mention that the fault is because of the games production platform, not theirs.

And so u know if it was from those meanings, that meant the game needed to be blocked for every one not only on my account.

Hello Flori87,

Do you still have any free spins within that game? If not, I would recommend just the same as the casino, to play a different game if you are keep having trouble with this one.

I never got those free spins that i had, and the game is still bloked on my account.

Hello Flori87,

Is there actually any log that you ever had those spins there? Did you try to go through the game provider directly?

Dear Flori87,

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

Idk if it's any log in the server, because that server is not mine, and i never tought to speak with the provider, becauss i played on playzilla site/ server not the one that the provider has.

But nwm, i just know i will never get those free spins that i had, and as i can see, even now the game is blocked on my account.

Dear Flori87,

As there is no actual log of the spins we can hardly do anything. I would recommend you to contact the game provider (as they have all the logs within all the casinos where they provide their games).

I'm really sorry that we could not help you more but we can't move forward based only on what you say without the actual evidence.

Please do not hesitate to contact us if you will come across any other trouble again in the future again.

Best regards,

Nick