Playzee Casino - No response from withdrawals, already waited 5 business days

Hello Lucycopland1411,

 Thank you for your feedback and we are sorry to hear about your experience.

 Please be reminded however that remote casinos adopt a number of approaches and methods to verifying the identity of their customers.

 We take player verification very seriously and have met all regulatory requirements when processing your account. In line with regulatory requirements and our terms https:­//w­ww.p­la­yze­e.c­om/­terms ­ ­(pa­rti­cularly clause 5.4 of the General Terms), we have the right to carry out additional verification checks at any time, as has been the case with yourself. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

 Upon receipt of satisfactory documents, your withdrawal will be processed.

 Our Accounts Team have informed us that they have been in direct contact with yourself, and we encourage you to engage directly with them via [email protected] in order for your query to be appropriately addressed and resolved.

 Kind Regards

 Playzee

Good afternoon playzee.

Thank you for your reply. I totally understand the terms and conditions, however you had already processed my withdrawals on the 11th November. We are now on the 25th November and I have now only had to send verification documents on the re process of my withdrawals, which I am still waiting for.

I received 6 emails yesterday. 4 stating the withdrawal was processed, 1 stating you were investigating why my bank rejected the payments in the first place and not to worry as they had now been re processed. Then a 6th email to ask me for documents.. but but the emails you had already processed them.

Your terms and conditions state up to 5 business days. I have gone over that and I am still waiting.

I have received an email today 25/11 at 11am stating that it has been put through as priority to the payment team, so I am now waiting further response to say that they have been successfully processed. I am hoping this will hit my account instantly.

We are now in 2022 and the days where money takes up to 5 business days are no more. Most casinos, once approved and verified are Instant.. Up to these 4 withdrawals I’ve had no issues with you with my previous withdrawals and the bank attached to the account.

I hope by the end of today I can close this complaint.

Lucy

It’s now the 27th November. Still haven’t received my withdrawals that was approved on November 11th. I have supplied all the documents requested. Received an email on Friday 25th to state it was priority! Been on chat with playzee to be told I have to wait to hear from the payments team. Uploading documents onto here as I’m not getting anywhere with the live chat representative.

Hello LUCYCOPLAND1411

Whilst we can understand your frustration, we can confirm that the delay in processing the payment, stemmed from a verification requirement.

We are pleased to confirm that the transaction was re-processed on 24th November 2022 and subsequently paid on 28th November 2022.

Should you have any further queries pertaining to this, please reach out to our Accounts Team (accou­nts­@pl­ayz­ee.c­om), who have informed us that they have been in direct contact with yourself.

We thank you for your patience, understanding and co-operation in helping them resolve this matter for you.

Kind Regards

Playzee

Dear @Lucycopland1411,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

This has now been settled. Thank you

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.