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Playzee Casino - Still able to deposit after requested account self-exclusion

REJECTED

Complaint Info

Disputed casino

Playzee Casino

Reason

Other

Amount

€ 550

Posted on February 7, 2019

I self excluded on the 29th of January via chat and yesterday I was still able to log back in and deposit again i lost another €550 due to the casino not honouring my self exclusion. I am trying to work on my addiction, but this doesn't help. I now asked again to be selfexcluded and what I want is my deposit from €550 to be refunded. I cant reach the casino over the phone and the chat is getting me no where. AskGambler can you please help me get my money refunded?

AskGamblers
Posted on May 20, 2019

This complaint has been reopened as per Playzee Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on May 27, 2019

This complaint has been reopened as per Playzee Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on May 27, 2019

Dear @Miraaa3,

AskGamblers Complaints Team has been informed that the issue has been resolved. Please confirm.

Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. You should be in aware that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

AskGamblers
Posted on May 27, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on May 27, 2020

I never realized that the Casino tried to reopen this complaint. But I'm willing to listen to what you have to say @playzee.

Update 27052020: They have never refunded my money.

Posted on May 29, 2020

@Askgamblers would you recommend me to maken an official complaint via MGA?

This case is unresolved and Playzee never refunded my money.

AskGamblers
Posted on May 29, 2020

Dear @Miraaa3,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

Posted on June 1, 2020

Hi MIRAAA3,

Thank you for your review.

We would advise that if you have not done so already, that you seek support from gambling related organisations such as Gamcare www.gamcare.org.uk or BeGambleAware www.be­gam­ble­awa­re.org. There are also more general support agencies such as the Samaritans www.samaritans.org who provide support 24 hours a day, 365 days a year, and who you can call for free on 116 123.

Having reviewed your claim, we note that our records confirm that we resolved your query last year and draw your attention to the email from our Complaints Team dated 14th February 2019 and also referred you to our appointed ADR.

For the record we confirm, that contrary to your claim, no self-exclusion requests were received from yourself prior to 5th February 2019, at which point you alerted that a responsible gambling issue existed and your Playzee account was immediately self-excluded.

We further confirm that no deposits were received after the exclusion was imposed, on the noted date.

Therefore, your request for a refund was not accepted.

Should you have any further queries in relation to this matter, we encourage you to contact our complaints team on compla­int­s@p­lay­zee.com who would be able to provide further assistance in this regard.

@AskGamblers, we note that you considered this matter resolved on 27th March 2019, as confirmed on this thread and therefore ask you to kindly close and resolve this dispute please.

Kind Regards

Playzee Casino

Posted on June 1, 2020

Dear Playzee.

I don't agree I have send you a chat on January 29th. In the printscreens attached you can see that your colleague even admitted that it should have been closed when I requested it on chat. So if you go back to our chat at January 29th you will find my request where I ask to permanently self exclude me.

Posted on June 1, 2020

@Playzee, Can you please provide me and Askgamblers our chathistory from january 2019.

Playzee Casino Complaints

  • 8 of 8 resolved
  • 2 days avg response
  • 6 days avg complaint life
  • 7,835 USD avg amount

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