PlayZax Casino - Die Spielerin hat Mühe, ihre Gewinne abzuheben.

I deposited on 01/13/23, €20 and I also received a bonus of €14...ok! I start playing and, without touching the bonus, I find myself with a win of €10390!!!I send the documents to complete Check it out and wait!

In chat, vip manager Christian, informs me today (16/01) that the maximum sum that can be withdrawn is, in accordance with their regulation, 1500! His explanation is out of this world: they pay the winnings in the following way:!! 20 times deposit! What can I do to get my winnings?! I think nothing but at least help other players never to play Playzax casino again!

Thank you

Scammed player

Ho depositato il 13/01/23, 20€e ho ricevuto anche un bonus di 14€...ok!inizio a giocare e ,senza toccare il bonus mi trovo con una vincita di 10390€!!!Mando i documenti per completare la verifica e aspetto !

In chat ,vip manager Christian ,mi comunica oggi(16/01) che la somma massima prelevabile e ,in conformità al loro regolamento, di 1500!La sua spiegazione e fuori mondo:loro pagano le vincite in maniera:!! 20 volte deposito!Cosa si può fare per avere la mia vincita?!Credo che nulla però almeno aiuto altri giocatori di non giocare mai più a Playzax casino!

Grazie

Giocatore raggirato

Dear Doria27,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here):

"7. WITHDRAWALS AND DEPOSITS

...

7.7. Should the lifetime deposits of a player be less than, or equal to €200, their maximum withdrawal amount is 20(X) times the total amount of their lifetime deposits, minus any fees. For example, a player whose total lifetime deposits are €20 is only entitled to withdraw a maximum of 20 x 20 = €400."

Please advise how much were your cumulative deposits in this casino. Do I understand correctly that you didn't play the bonus at all?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory when it’s applied to a real money game.

Looking forward to hearing from you.

Best regards,

Petronela

According to the vip manager Christian :"the total deposited on our platform is 120 euros" The year of registration: 2022

Secondo al vip manager Christian :"il totale depositato sulla nostra piattaforma sono 120 euro" L'anno dell'iscrizione:2022

Bonus has not been played!

I think the terms mentioned above would serve as testimony to start a lawsuit for the closure of the fraudulent and dishonest activity of this casino, forever! (Playzax casino)!?

Thanks for being there

Respectfully,.

Dorina T****

Bonus non è stato giocato!

I termini sopra nominati credo che servirebbero di testimonianza per avviare una causa legale per la chiusura dell'attività fraudolenta e disonesta di questo casino,per sempre!(casino Playzax)!?

Grazie che ci siete

Rispettosamente,.

Dorina T****

The situation is this (attachments)!?1.and the bonus disappeared; 2. docs still not verified, even though I sent the photos of the requested docs 3 times! No e-mail, withdrawal blocked because the docs have not yet been verified!?☹️I wrote to you just to update you

Dorina T****

La situazione è questa(allegati)!?1.e sparito il bonus ; 2. doc ancora non verificati, anche se ho mandato 3 volte le foto dei doc richiesti ! Nessun e-mail,prelievo bloccato xchè ancora non sono stati verificati i doc!?☹️Vi ho scritto solo per aggiornarvi

Dorina T****

Today, another email: PlayZax Team

to me, yet again, after the requested doc appeared as accepted, the request to send a photo (another😢?!) of the CI, front/back!!! no comment!!!!!

3 hours agoDetails

INVALID DOCUMENTS

Dear Dorina,

It appears that one of the documents you have submitted has been rejected: ID / Passport / Driving License (front) Please provide a higher quality photograph which is not blurry and where the edges of the document are visible.

Oggi,atro e-mail:PlayZax Team

to me,per un'altra ennesima volta,dopo che il doc richiesto figurava come accettato,la richiesta di mandare una foto(un'altra😢?!)del CI,fronte/retro!!! no comment!!!!!

3 hours agoDetails

DOCUMENTI NON VALIDI

Caro dorina,

Sembra che uno dei documenti che hai presentato sia stato rifiutato: ID / Passaporto / Patente di guida (fronte) Per favore devi provvedere una fotografia di qualità superiore che non sia sfocata e in cui i bordi del documento siano visibili.

Thank you very much, Doria27, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

They used another "method": docs validated and then appear invalid after a few hours! Later bursts of messages - requests for another photo of the same doc, which was accepted before! No comment!!!!

I feel teased, treated like an idiot!

Hanno adoprato un altro" metodo": doc validati e poi appaiono dopo qualche ora non validi!In seguito raffiche di messaggi -richieste di un altra foto dello stesso doc,che prima era accettato!No comment!!!!

Mi sento presa in giro,trattata come una cretina !

Thanks for your support!

Respectfully

Dorina T****

Grazie per il vostro appoggio!

Rispettosamente

Dorina T****

Hello Doria27,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Playzax Casino to join the conversation and participate in the resolution of this complaint.

Dear Playzax Casino,

As mentioned by my colleague, in accordance with our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider such a win limit to be unfair when it’s applied to a real money game.

Can you please provide further information regarding the player's winnings and verification?

Kind regards,

Adam

Thanks a lot for your interest! Let's hope that Playzax casino will behave within the limits of honesty and morality! (even if I have some doubts, seeing their ways of not letting me withdraw!!!) Subtle ways, fakes so well witnessed by their e-mails sent in the last 10 days of waiting to cash out my winnings!!!!

Thank you

Dorina T****

Grazie mille per il vostro interessamento! Speriamo che Playzax casino si comporterà negli limiti della onestà e moralità!(anche se ho qualche dubbio,vedendo i loro modi di non farmi prelevare!!!)Modi subdoli,falsi tanto bene testimoniati dalle loro e-mail mandati nei ultimi 10 giorni d'aspettativa d'incasare la mia vincita!!!!

Grazie

Dorina T****

Bye!

Today the message from Playzax arrived, message, I could bet on here! Now let me explain: in the early days I used to deposit my Postepay Evolution with them (I sent 8 photos of the card as doc)! My Postepay Evolution does not I have it more because I had to cancel it for an online fraud suffered in 2022; The post office gave me a standard Postepay, following my request, a card with which I deposited several times with Playzax! How should I explain to them that I can't do other photos of the Postepay Evolution, because I no longer have it (telling them exactly what I wrote here) and that I can only send them the ones that were saved on my PC). I was satisfied (from the moment I understood their dirty game) to this move (not so smart)! And so, thanks to my sincerity and fair play, Playzax is free to make fun of anyone who enters their casino!

I enclose their message which contains a request that is asai outside the legality and terms of the Post Office!!!!!

Thank you

Dorina T****

Ciao!

Oggi e arrivato il messaggio da parte del Playzax, messaggio,su qui potevo scommettere!Ora mi spiego:nei primi tempi ho usato per depositare da loro la mia Postepay Evolution (ho mandato 8 foto della carta come doc)!La mia Postepay Evolution non lo ho più perché ho dovuto cancellarla per una frode on line subita nel 2022;Le poste mi hanno dato una Postepay standard,in seguito alla mia richiesta,carta con qui ho depositato più volte a Playzax !Come dovevo spiegare a loro che non posso fare altre foto della Postepay Evolution,perché non la possiedo più(dicendo a loro esattamente quello che ho scritto qui) e che li posso mandare solo quelle che erano salvate sul mio PC).M'asspetavo (dal momento in qui ho capito il loro sporco gioco) a questa mossa(non tanto astuta) !E così ,grazie alla mia sincerità e fair play, Playzax e libero di prendere in giro chi entra nel loro casino!

Allego loro messaggio che contiene una richiesta asai fuori legalità e termini delle Poste!!!!!

Grazie

Dorina T****

Hello Doria27,

The casino has requested confirmation from the Post Office regarding your change of account. Have you requested this from the Post Office? I recommend that you do so, as it will likely be necessary to verify your account.

Kind regards,

Adam

Hello, Adam! The casino asked me to send them: a confirmation referring to the closure of the Postepay Evolution card, if not, an account statement for it: I sent all the doc, requested!

Thank you for your help,

Dorina T****

Ciao,Adamo!il casino mi ha chiesto di mandarli:una conferma rif alla chiusura dellacarta Postepay Evolution ,se no,un estratto conto di essa:ho mandato tutta la doc,richiesta!

Grazie per il Suo aiuto,

Dorina T****

Hello Doria27,

Thank you for clarifying the situation, we will wait for further details from the casino.

Kind regards,

Adam

Update:

Agent Silvio sends me this e-mail:

"Hello,

I forwarded the documents to the financial department and they also asked us for a declaration in which you write that your old credit card was lost and the post office gave you a new one on ....... !!

I'm waiting for your answer !

Soon !"

I sent them a Self-Certification-Declaration on this issue of Postepay Evolution

Aggiornamento:

L'agente Silvio mi manda questa e-mail:

"Ciao,

Ho inoltrato i documenti al reparto finanziario ed ci ha chiesto anche una dichiarazione in cui scrivi che ti e' smarrita la vecchia carta di credito e le poste ti hanno dato una nuova il ....... !!

Attendo una tua risposta !

A presto !"

Li ho mandato una Autocertificazione-Dichiarazione a questa tema della Postepay Evolution

31/01/23 : documents verified, first withdrawal 1500€, which will be processed in the next 72 hours; I hope it won't be the last!

I wanted to update you

Thank you,

Dorina T****

31/01/23 : documenti verificati,primo prelievo 1500€,che sarà elaborato nelle prossime 72 ore; spero che non sarà anche l'ultimo!

Tenevo ad aggiornarVi

Grazie,

Dorina T****

Thank you for the update, Doria27.

I am glad to hear that you have completed the verification. Please let us know when the full amount has been received and we will close the complaint as 'resolved'.

Kind regards,

Adam

Eh, no, according to the last chat, I have to say goodbye to my entire winnings! They did me a "big favor", giving me the ok to withdraw the maximum amount that they think can be withdrawn: 1500€😢

Today's chat transcript:Trica dorina12:04:43 pm Will other withdrawals be possible?!😢 Agent Silvio12:04:58 pm I'll check Trica dorina12:05:07 pm Ok Agent Silvio12:06:23 pm 1500 is the maximum the rest you can play or it will be canceled if you make another deposit and win, you will be able to withdraw without problems Trica dorina12:10:28 pm Let me get this straight: you can cancel what is the key?! But me, who deposited a total of 120 or 140€,😢 I would be entitled to a higher amount right?!120€ x20 =2400€And left Agent Silvio12:10:59 pm if you don't play it yes, slowly it will be canceled, you choose what to do, that rule valid for the first 3 deposits, if you want to withdraw more you can from 500 and more deposited and it's per deposit no for all deposits Trica dorina12:11:13 pm Sorry for the mistake Agent Silvio12:11:22 pm if it was like you say you can withdraw 20x40 ie 800 the total of the deposits is not made, but of the last deposit Trica dorina12:12:25 pm Ho read the conditions carefully Agent Silvio12:13:16 pm maybe they weren't updated or written well but I'll explain it was as you say if you made a single deposit of 120 euros but you made 6 of 20 euros in 3 months it's not worth listening to me I love you and take as much money as possibleas i helped you with your documents too Trica dorina12:14:29 pm Ok! thanks Agent Silvio12:14:56 pm thanks😍

Here is their "policy"! Non comment!

Eh ,no ,secondo al ultimo chat,devo dire addio alla mia vincita intera!Mi hanno fatto un "grande favore",dandomi ok per prelevare il massimo prelevabile secondo loro:1500€😢

Trascrizione chat di oggi:Trica dorina12:04:43 pm Saranno possibili altri prelievi?!😢     Agent Silvio12:04:58 pm un momento che verifico     Trica dorina12:05:07 pm Ok     Agent Silvio12:06:23 pm 1500 e' il massimoil resto lo puoi giocare o sara' cancellatose fai un altro deposito e vinci ,potrai prelevare senza problemi     Trica dorina12:10:28 pm Fammi capire per bene:quello che è tasto mi lo cancellate?!però io ,che ho depositato un totale di 120 o 140€,😢 avrei diritto a una cifra più alta vero?!120€ x20 =2400€E rimasto     Agent Silvio12:10:59 pm se non lo giochi si, piano piano sara' cancellato , tu scegli quello che fare , quella regola vale per i primi 3 depositi , se desideri prelevare di piu potrai da 500 e piu depositatied e' per deposito no per tutti depositi     Trica dorina12:11:13 pm Scusa lo sbaglio     Agent Silvio12:11:22 pm se fose cosi come dici tu potrai prelevare 20x40cioe 800non si fa il totale dei depositi , ma del ultimo deposito     Trica dorina12:12:25 pm Ho letto per bene le condizioni     Agent Silvio12:13:16 pm forse non sono stati aggiornati o scritti benema ti spiego era come dici tu se facevi un unico deposito di 120 euroma ne hai fato 6 di 20 euro in 3 messinon valeascoltami che ti voglio bene e prenedere piu soldi possibilecome ti ho aiutato anche con i tuoi documenti     Trica dorina12:14:29 pm Ok!grazie   Agent Silvio12:14:56 pm grazie😍    

Ecco la loro "politica"!Non comment!

Hello Doria27,

Thank you for the additional information. I will attempt to contact the casino again, via a different channel of communication.

Kind regards,

Adam

Hello, Adam!

I forwarded the transcript of the chat, to underline the lack of continuity in their so-called Regulations! Now it's different, isn't it?! If before a withdrawal in conf. to the calculation:deposits under a total of 200€+,depx20 times,now and different:last deposit x20 times!!!I must be happy ,according to them,that I was able to withdraw(still waiting for the withdrawal) 1500€?!? Does that mean they did me a big favor?! There's nothing else to add! Frustration, bitterness and the knowledge that I will never, ever get my entire winnings!!

I thank you Adam but this is a lost war! When there is no Fair play any action is useless!

Thank you for taking the time to help me!

Dorina T****

Ciao,Adam!

Ho inoltrato la trascrizione del chat,per sottolineare la mancanza di continuità nel loro così detto Regolamento!Ora e diverso,no?!Se prima era valido un prelievo in conf. al calcolo:depositi sotto un totale di 200€+,depx20 volte,ora e diverso:ultimo deposito x20 volte!!!Devo essere contenta ,secondo loro,che ho potuto prelevare(ancora in aspettativa il prelievo) 1500€?!? Significa che mi hanno fatto un grande favore?!Non c'è altro d'aggiungere! Frustrazione, amarezza e la consapevolezza che non avrò mai e poi mai la mia vincita per intero!!

Io ti ringrazio Adam però questa è una guerra persa!Quando manca il Fair play qualsiasi azione e inutile !

Grazie per il suo tempo dedicato ad aiutarmi!

Dorina T****

Hello

As they told me that I can't withdraw more than 1500€, and that the rest of the winnings will be canceled, at least I continued to play, and.....

NB I played after I had their acceptance in the chat!

And now what will they do?! Instead of 8000€, they will cancel 23000€!!!Funny, isn't it?!😢

Sorry, but I really wanted to say this "detail"!

Respectfully

Dorina T****

Ciao

Come mi hanno detto che non posso prelevare più di 1500€, e che il resto della vincita mi lo cancelleranno ,io almeno ho continuato a giocare,e.....

N.B ho giocato dopo che nel chat ho avuto il loro accetto!

Ed ora cosa faranno?!invece di 8000€, cancelleranno 23000€!!!Divertente,no?!😢

Scusate,pero tenevo tanto a dire questo "dettaglio"!

Rispettosamente

Dorina T****

Hello Doria27,

For some reason we are unable to see the image you have attached, please try again, or send it to my e-mail (adam.m@casino.guru).

Are you stating that instead of waiting for a response from the casino regarding the maximum win rule, you have continued to play and won more?

Please be advised that if you continue to play and lose your balance, there will be nothing that we can do to help you. I strongly recommend that you do not play any further until this complaint has been concluded.

Kind regards,

Adam

Enough, I'll stop, I promise!

Basta ,mi fermo, promesso!

HI !

Update:

"dorina t****

to 10741452+IUUQA@tickets.livechatinc.com

3 days agoDetails

"WITHDRAWAL PENDING

Hey there dorina,

Your withdrawal request has been successfully registered and is currently pending.

Your transaction should be processed within the next 72 hours. We will notify you by email upon completion.

Stay tuned!

GO TO PLAYZAX . "?!!!!!?

Withdrawal request made on 01/31/23, 10:26 am

Ciao !

Aggiornamento:

"dorina t****

to 10741452+IUUQA@tickets.livechatinc.com

3 days agoDetails

"PRELIEVO IN SOSPESO

Ehilà dorina,

La tua richiesta di prelievo è stata registrata con successo ed è attualmente in sospeso.

La tua transazione dovrebbe essere elaborata entro le prossime 72 ore. Ti avviseremo via mail al momento del completamento.

Resta sintonizzato!

VAI SU PLAYZAX. "?!!!!!?

Richiesta di prelievo fatta il 31/01/23,h:10:26

Then, after 72 hours:

"dorina t**** Fri, 02/03/23 8:12 pm Good evening,

It has been 72 hours since my request for was registered

withdrawal!!!How long do I have to wait?!

Dorina T****(Italy)

Response: "Christian VIP Manager Fri, 02/03/23 8:20 pm Hi Dorina,

Please note that the waiting time for a withdrawal to be approved is up to 7 business days.

Best regards,

Christian

Thanks for your availability

Dorina T****

Poi,passate le 72 ore :

"dorina t**** Fri, 02/03/23 8:12 pm  Buonasera,

Sono passate 72 ore da quando è stata registrata la mia richiesta di

prelievo!!!Per quanto devo aspettare ancora?!

Dorina T****(Italy)

La risposta:"Christian VIP Manager Fri, 02/03/23 8:20 pm  Ciao Dorina,

Ti faccio sapere che il tempo di attesa per l'approvazione di un prelievo e fino a 7 giorni lavorativi.

Cordiali saluti,

Christian

Grazie per la vostra disponibilità

Dorina T****

Hello Dorina,

I am not sure I understand the situation fully. Could you please clarify - has your request for a withdrawal been accepted? How much are you able to withdraw?

Kind regards,

Adam

Hello, Adam!

1. On 01/31/23, h:10:26, they gave me the ok to withdraw the maximum 1500€, and the rest, which at that moment was 8000€+, according to the manager would be canceled (I sent you the copy of the chat);

2. I received the message in reference to the withdrawal, status: pending, until approved! (I forwarded the messages in reference)

The situation is this: the balance, after the maximum possible withdrawal request of 1500€, is 23 583€!

The withdrawal is still "pending"!

Thank you

Dorina T****

Ciao,Adam!

1. Il 31/01/23,h:10:26,mi hanno dato ok per prelevare il massimo 1500€, e il resto,che a quel momento era di 8000€+ ,secondo il manager sarebbe cancellato (ti ho mandato la copia dello chat);

2.ho ricevuto il messaggio in rif.al prelievo,stato: in sospeso,fino alla approvazione!(ho inoltrato i messaggi in riferimento)

La situazione è questa:sul saldo ,dopo la richiesta di prelievo massimo possibile di 1500€, è di 23 583 €!

Il prelievo si trova ancora "in sospeso"!

Grazie

Dorina T****

Hello Dorina,

Thank you for clarifying.

As mentioned, we find the application of this rule regarding maximum cashout to be unfair.

We will give the casino one more chance to respond. If there is no reply, the complaint will be closed as "unresolved" and have a negative effect on the rating of the casino.

Kind regards,

Adam

Ok!

Nothing can be done?! Do you think they care that they will be on the blacklist?! I don't know what to think and say! First of all, thank you for your support! Can we open a lawsuit against Playzax?!

DT extension

Non si può fare nulla ?!Credi che a loro interessa che saranno sulla black list?! Non so cosa pensare e dire !In primis, ringrazio per il vostro appoggio !Si può aprire una causa legale contro Playzax?!

DT

Update: email from Playzax "WITHDRAW SUCCESSFUL

Dear Dorina,

We are happy to inform you that your withdrawal request has been processed successfully and your payment is on its way.

Your payment should be available in your checking account within the next 3-5 business days, depending on your bank.

Treat yourself and be sure to visit us soon for more games and fun.

GO TO PLAYZAX "

There are 23583€(winnings) left in my account!!!! What can I do?!

DT extension

Aggiornamento:email da Playzax "PRELIEVO EFFETTUATO CON SUCCESSO

Caro dorina,

Siamo lieti di informarti che la tua richiesta di prelievo è stata elaborate correttamente e il tuo pagamento sta arrivando.

Il tuo pagamento dovrebbe sarà disponibile sul tuo conto corrente nei prossimi 3-5 giorni lavorativi, a seconda della tua banca.

Fatti un bel regalo e assicurati di farci presto visita per più giochi e divertimento.

VAI SU PLAYZAX"

Sono rimasti sul mio conto 23583€(vincita)!!!!Cosa posso fare?!

D.T

Hello Dorina,

As mentioned, in accordance with our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider enforcing a win limit to be unfair and predatory when it’s applied to a real money game. I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. As the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Adam