Not refunding my deposit after restricting my account

Hi,

Unfortunately I have to write this complain about Playzee casino.

I did won 800 euros and wend up to 6000 in a game I am used to play and won high (Royal Mascarade from Playgo)

When I try to withdraw the first 800 euros, is not possible to withdraw at all! The only option they show is bank transfer and the bank transfer itself is not available.

I contact the costumer service and what a terrible one. So I gave up, play a little more just to loos and had a high winning. But what is the point to have a high winning if I cannot cash out? So I play all and got the service to close my account. More than once, and they did not close it. They offered me 2 euro bonus, next a 20 bonus spin, and then I try to close my account again, with no success..

I set in in that day around 200 euro. I do not mind loosing the money I set in, but I don’t want to be a hostage of a casino that has plenty of option to deposit, and NO option to withdraw. Playzee used to be good.

I will try to close my account there again today.

Let this as a warning to other players.That is deceiving.

Regads.

FNesset

Hello, AskGamblers I really hope you can help with this Playzee Casino.

I made a withdrawal of 2500$ on the 5th of December through a bank transfer. They ask me to do it that way because for some reason I couldn't withdraw to my visa card (all other casinos work) but that's fine I said ok. They asked me for my statement and also to give them my bank info (transit account number branch number etc) and I did and got a confirmation email that my withdrawal is processed and it takes 2 to 5 b days.

I contacted them on Friday of the same week because still nothing. They told me it should arrive by Monday and if not to call them to investigate. I did contact them via chat on Monday and even spoke to their manager Zea telling me now it's 10 b days (!!!!) and that I should wait to take further action until the 16th of December!!

Like other complaints, I see here that it's the same issue no casino and no bank transfer takes 2 whole weeks to get to you! Now I contacted them again on Tuesday and guess what finally they saying the truth that somehow they entered the wrong beneficiary info (they did my withdrawal manually ) and that it was reprocessed again on the 13th and that I will get an email confirmation as per I spoke with someone again as a manager! And still no money in my account.

Tomorrow is Friday then the weekend no deposit for sure... I attached their last email. please note that they had my bank statement and should have never made a mistake since its all clear. They made the withdrawal for me and paid the consequences I would never never recommend this casino to anyone

Please help

I initiated a withdrawal of 4 amounts from playzee on the 11/11/2022. I have used the same method since opening the account. On the 19/11/2022 I get an email from playzee to tell me my bank has rejected the payments and I needed to provide a bank statement to manually process the withdrawal. I supplied this and had a response from the casino stating they now had my payment details and to please wait 24/48 hours for the withdrawals to be processed.

It is now the 23/11/2022 and I have contacted the casino many times for me to be told I need to wait, but can’t give me an exact time frame. It has been escalated twice to the payment team to be re processed but still nothing. The time frame on the terms and conditions for bank transfer is 5 business days which I have waited.

I have also contacted my bank to find out why they have rejected my incoming payments to which they responded stating the payments were never paid in and they don’t stop any incoming payments. One the transfer is made it would directly show on my account. I have kept all copies of conversations and emails regarding this Matter.

Good Evening,

I’ve requested a withdrawal of £486 but my card issuer doesn’t accept card transfers so I asked them to process the withdrawal by bank transfer. I was told by the support team that I have to request it to the card anyway and if it fails they can do the bank transfer. Obviously, the payment failed so they emailed me to send them bank statement and account details and they will process the withdrawal. I’ve sent them a bank statement plus proof of my card and account details and I spoke to live chat again and they said they wanted to process the withdrawal to my other card I’ve deposited from but that account is closed. I’ve already told them before that the account is closed and still requested the bank transfer linked to the card I’ve deposited recently. I’ve sent the accounts team 3 emails confirming my account details and asked them to do a bank transfer. When I finally received an email back it was saying the same thing as the original my payment failed and I need to send my account details. When I went to live chat again they said the payment was processed as a card transfer...I only decided to make a complaint here as I have been going through this multiple times with different agents and they keep saying different things each time I contact them and we are not getting anywhere. I do not understand a simple bank transfer why would be so difficult for them to process after I have provided the documents. I’ve attached emails and screenshots. Please, contact them.

Kind Regards

Hello,

I registered and played at Playzee casino on August 19th. I deposited 150 EUR using Trustly and won 4017 EUR after clearing the wagering requirement. I made a withdrawal request of 2000 EUR, but still no payment. I have provided the documents they have asked, but have been waiting for the payout for over two weeks now. I have asked for an update on the payout, but there has been no information on what is the delay. I made a second withdrawal request today also so there is the first one that has been pending for more than 2 weeks and now a second one. Both are 2000 EUR each.

Can you AskGamblers please ask Playzee what is the delay and if they will be able to pay me already?

Thank you

Cashed out £130 at Playzee casino on the 1/5/21. To this day I have not received my funds. They are not giving me any reason. I have no problem receiving money to my PayPal from other casinos.

They also been saying it has been escalated since 2 weeks but nothing done yet.

I had the same problem with playzee last month where they couldn’t pay out into my PayPal and then paid into my debit card. If there is a problem with their PayPal I don’t see why they can’t pay into my debit card again and stop taking so long about it.

Hello,

I am 16 years old and deposited all my money at Playzee Casino. I had to send them all my documents first. My parents were mad at me that i lost my money. Later i found out that in some cases the casino has to return the made deposits. First, i did not know this. I sent all my documents and it took more than a month for the casino to come to a conclusion. They emailed me this:

Dear < personal info removed >,

We confirm we have revisited your dispute and the decision stands.

We draw your attention to Clause 4 of our Terms and Conditions which state:

4.1 By opening an account with us and/or by using the Website you:

• are at least 18 years of age and above the legal age for gambling in the jurisdiction you are a resident;

Furthermore, our terms and conditions clearly state at clause 9.2 that our products are consumed instantly when playing or betting. Thus, we cannot provide returns of goods, refunds or cancellation of your service when playing or betting. If you play a game or service with real money, the money will be drawn from your player account instantly.

Your request for a refund of deposits has therefore not accepted.

I went to the terms and conditions of Playzee and they said the following :

5.3

AGE VERIFICATION: Electronic age verification checks are carried out and we may make use of third party agencies to confirm your age. We may require and request further information directly from you. If, upon completion of Verification Checks (or subsequently) you are ultimately proven to be underage: (i) your account will be closed; (ii) any winnings obtained while using the Website will be retained by us; and (iii) all funds deposited by you will be returned by a method determined by us. Any monies already withdrawn will be deducted from the amount returned.

Ofcourse, they did close my account. But they refuse to return my deposits. They cant just do that right? When i did not get an reaction on email, i went to the live chat. I told them i had been busy for 1,5 month sending documents and what their terms and conditions said. The guy in the live chat just responded with - As per the casino management decision - this stands as is. I wish there was more I could do however my hands are tied in this situation and also would like to refer you to the email sent to you

They cant just do this right? Their terms say they have to return the deposits but they just wont! I hope somebody can help me with this, i deposited 18k-19k in total so i really want them returned.

Thank you.