The casino is trying to make me withdraw part of the requested amount on a weekly basis despite having deposited more than € 200.00 to date and therefore the rule of the limit on withdrawal based on the deposit x 20 must no longer be taken into consideration. I sent a legal notice via chat so that they pay the requested amount on the same day.

Il casinò sta cercando di farmi prelevare settimanalmente parte della somma richiesta in fase di prelievo nonostante abbia depositato ad oggi più di euro 200,00 e quindi la regola del limite sul prelievo in base al deposito x 20 non deve essere presa più in considerazione. Ho inviato una diffida legale tramite chat affinchè paghino in giornata quanto richiesto.

On September 3, 2022, I won € 1,297.00. The account was previously verified (ID + proof of residence verified). I contacted the Support in chat to find out what I should do to withdraw the winnings and they told me that I would have to deposit a minimum of € 20.00. I then made the deposit and requested the withdrawal but after 8 days of waiting, having not received any written communication and seeing that the withdrawal was always pending, I asked for an explanation in chat. They told me that the withdrawal had been refused while in the cashier it was always pending and that I would have to request a withdrawal of € 400.00 or first deposit x 20. This rule was not explained to me at all the first time in chat but I had explicitly asked how to withdraw the entire winnings, so they should have indicated the exact amount to be able to withdraw with this rule or about € 65.00 and not 20.00! However, they explained to me that I could withdraw the entire amount won after having deposited a minimum of € 100.00 a second time. At this point I deposited € 185.00 and I continued to play by winning a higher sum. I stopped with a balance of € 2,588.72 and requested a withdrawal of € 1,500.00 on 11 October 2022 fully respecting their condition in point 7.7, having deposited a total of over € 200.00 and therefore no longer having to respect the limit imposed on the withdrawal which is determined by the deposit x 20. I have solicited several times all the VIPs present in the chat (3) who always returned with promises never fulfilled. The last time the VIP Manager Silvio proposed me to cancel the withdrawal and ask for another 400.00 euro with the excuse that the Financial Department had told him to do so! I clearly refused and asked him to make same-day payment of the full amount requested in due time. Subsequently reconnecting in the afternoon in chat I warned the casino to provide the payment, warns that it had already been sent a short time before to the email [email protected]. In response to this the VIP Manager Alex asked me for the selfie and anticipated that I would not receive a damn of my money! Later they tried to contact me from Austria on my mobile phone while I was at work and I clearly did not reply after the treatment received. To date, the withdrawal is still pending without any justified reason and I have blocked the cashier and the chat with the proof of an internal verification !! They are practically withholding my lawfully won money! If they do not unblock everything, I will report them to the Players' Association in Curacao as well as notify the licensees and the relevant Government.

Il 3 di settembre 2022 ho vinto euro 1.297,00. Il conto era già stato precedentemente verificato ( ID + prova della residenza verificati ). Ho contattato in chat l'Assistenza per sapere cosa avrei dovuto fare per prelevare la vincita e mi hanno comunicato che avrei dovuto depositare un minimo di euro 20,00. Ho effettuato allora il deposito e richiesto il prelievo ma dopo 8 giorni di attesa non avendo ricevuto alcuna comunicazione scritta e vedendo che il prelievo era sempre in sospeso ho chiesto spiegazioni in chat. Mi hanno riferito che il prelievo era stato rifiutato mentre nella cassa risultava sempre in sospeso e che avrei dovuto richiedere un prelievo di euro 400,00 ovvero primo deposito x 20. Tale regola non mi era stata minimamente spiegata la prima volta in chat ma avevo esplicitamente chiesto come fare per poter prelevare l'intera vincita, quindi avrebbero dovuto indicarmi l'esatta cifra per poter prelevare con tale regola ovvero euro 65,00 circa e non 20,00! Comunquesia mi hanno spiegato che avrei potuto prelevare l'intero importo vinto dopo aver depositato una seconda volta un minimo di euro 100,00. A questo punto ho depositato ben euro 185,00 ed ho continuato a giocare vincendo una somma superiore. Mi sono fermata con saldo ad euro 2.588,72 ed ho richiesto un prelievo di euro 1.500,00 in data 11 ottobre 2022 rispettando appieno la loro condizione al punto 7.7, avendo depositato in totale oltre euro 200,00 non dovendo quindi più rispettare il limite imposto sul prelievo che è determinato dal deposito x 20. Ho sollecitato varie volte tutti i VIP presenti nella chat (3) che rimandavano sempre con promesse mai rispettate. L'ultima volta il VIP Manager Silvio mi ha proposto di cancellare il prelievo e chiederne un altro di euro 400,00 con la scusa che il dipartimento Finanziario gli aveva comunicato di fare così! Ho chiaramente rifiutato e l'ho invitato a procedere al pagamento in giornata dell'importo intero richiesto a suo tempo. Successivamente ricollegandomi nel pomeriggio in chat ho diffidato il casinò a provvedere al pagamento, diffida che era stata già inviata poco tempo prima alla email [email protected]. In risposta a questo il VIP Manager Alex mi ha chiesto il selfie e mi ha anticipato che non avrei ricevuto un bel niente dei mie soldi! Successivamente hanno cercato di contattarmi dall'Austria al cellulare mentre ero a lavoro ed io chiaramente non ho più risposto dopo il trattamento ricevuto. Ad oggi il prelievo è ancora in sospeso senza alcun giustificato motivo e mi hanno bloccato la cassa e la chat col giustificativo di una verifica interna!! Praticamente stanno trattenendo i miei soldi vinti lecitamente! Se non sbloccano il tutto li denuncio presso l'Associazione dei giocatori in Curacao oltre che avvertire i licenziatari ed il Governo preposto.

Hello Natav,

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

Could you please advise if that limit is daily/weekly or monthly? How much payment are currently pending? How much did you withdraw in total since you are registered in the casino? When was the last time you contacted the casino and what did they respond regarding the withdrawal limit?

Looking forward to your answer.

Regards,

Nick

Thank you Natav for all the provided information. I will now forward your complaint to my colleague Tomas ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Natav,

I will assist you with the complaint from now on. I went over the details of the case, and I will do my best to help you. First, I would like to ask the representatives of Playzax Casino to join the conversation in order to resolve the withdrawal issue.

Playzax Casino,

Could you explain why Natav's withdrawal is not being processed, and her account is blocked?

Notice to the casino in question that the undersigned has already prepared a letter of formal notice that will be delivered in the next few days directly to a well-known Association of Victims of Online Gaming in Willemstad in Curacao. Furthermore, all the Competent Authorities of the place will be alerted so that the appropriate checks are carried out regarding this serious fact that constitutes a criminal offense (embezzlement of other people's money).

Avviso il casinò in questione che la sottoscritta ha già predisposto una lettera di messa in mora che sarà recapitata nei prossimi giorni direttamente ad una nota Associazione delle vittime del gioco on line presente a Willemstad in Curacao. Inoltre verranno allertate tutte le Autorità Competenti del luogo affinchè vengano effettuate le opportune verifiche in merito a tale grave fatto che costituisce reato penale (appropriazione indebita di denaro altrui).

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I enclose the exhibit presented at the SBGOK Foundation in Willemstad (Curacao). Failing that, Tic Tac Toe BV, owner of the casino in question, will be formally issued.

Allego l'esposto presentato presso la Fondazione SBGOK in Willemstad (Curacao). In difetto si procederà alla costituzione in mora della Tic Tac Toe BV proprietaria del casinò in questione.

Dear Natav,

Dear Casino Guru,

First, let me tell you that we are really sorry to hear about this issue you encountered on our casino.

Due to miscommunication, this situation seems to have got out of all proportion and should've been solved faster.

As explained in the beginning, and as you saw in the T&C, the withdrawal needs to be 20x the deposit. You made a deposit of 20 € and then a withdrawal of 400€. At this point, you had an 897.72€ balance, yet you decided to keep depositing. This is the reason it got complicated.

You have to understand that when there's a balance left and players make new deposits on top of it, the balance gets mixed up and it's hard(er) to keep track of which money comes from which deposit. And this is why the support agents got confused in the way of handling this situation.

As the matter got escalated, an investigation happened on your account and we had a fraud suspicion due to several different accounts using the same IP as you. During this investigation, your account was frozen and the withdrawal request was pending.

Anyways, as you deposited a total of 205€, you were indeed entitled to make your 1500€ withdrawal request.

And we will be happy to proceed with the payment, in return for the removal of the complaint here.

Again, we are very sorry for the inconvenience and we assure you that an adjustment has been made with the agents to avoid this situation from happening again.

We remain at your service for further information and hope the complaint will be solved shortly.

Best regards,

Playzax Team

Please note I edited the casino's reply because it contained player's ID.

Dear Playzax,

I hereby remain awaiting the payment of 1,500.00 euros to be made immediately to the bank details already communicated and the remaining balance of 1,088.72 euros which I will withdraw later. Once the balance has been fully paid, I will request the positive closure of this complaint with no future recourse.

Sincerely.

Spett.le Playzax,

con la presente resto in attesa del pagamento di euro 1.500,00 da effettuarsi immediatamente alle coordinate bancarie già comunicate e del saldo rimanente pari ad euro 1.088,72 che preleverò successivamente. A saldo interamente pagato farò richiesta di chiusura positiva del presente reclamo con nessuna mia rivalsa futura.

Cordiali saluti.

Dear PlayZax Casino team,

Please note that if you are referring to the complaint published here, it can't be removed, only closed. Feel free to have a look in the 'What will be the consequences of your complaint?' section in the following article to learn more http://www.kpvfaw.com/complaint-resolution-instructions

If you proceed to pay Natav her winnings and we receive a confirmation from her the withdrawal was successful, we will proceed to close the complaint as 'resolved'

Please inform us about your next course of action. Much appreciated!

Dear Thomas,

I inform you that contrary to what was communicated above by the Playzax Team, the account was even closed with my money inside, unjustly accusing me of having opened other game accounts with the same IP after my first withdrawal! But does this seem like a sensible reason to you, would I be masochistic in doing such a thing after a successful withdrawal and knowing that such conduct is illegal? All this makes no sense except for the fact of not wanting to honor the payment of the winnings obtained lawfully. I also add that it was explained to me that the DYNAMIC RENT IP assigned to me daily by the telephone operator varies over a certain number of hours (it is not UNIQUE) and is public as per common practice, therefore potentially usable also by all its other customers at different times, therefore the accusation made by them appears to be groundless as other people may have subsequently used this IP to register and play in their casino as evidently happened. Therefore, I again warn the casino in question to liquidate the sum of 2,588.72 euros in the account by bank transfer. This letter has the value of formal notice, failing which I will arrange for the Association of victims of online gaming present in Willemstad to intervene, charging the necessary expenses in addition to the request for compensation for the damage suffered.

Caro Tomas,

ti comunico che contrariamente a quanto sopra comunicato dal Team di Playzax, il conto è stato addirittura chiuso con i miei soldi dentro accusandomi ingiustamente di aver aperto dopo il mio primo prelievo altri conti gioco con lo stesso IP! Ma ti sembra un motivo sensato questo, sarei per caso masochista nel fare una cosa del genere dopo un prelievo andato a buon fine e sapendo che tale condotta è illecita ? Tutto questo non ha senso se non per il fatto di non voler onorare il pagamento della vincita conseguita lecitamente. Aggiungo inoltre che mi è stato spiegato che l'IP DINAMICO IN AFFITTO attribuitomi giornalmente dal gestore di telefonia varia nell'arco di tot ore (non è UNIVOCO) ed è pubblico come da prassi comune, quindi potenzialmente utilizzabile anche da tutti gli altri suoi clienti in momenti differenti, pertanto l'accusa da loro mossa risulta essere insussistente in quanto altre persone potrebbero aver usufruito successivamente di tale IP per registrarsi e giocare nel loro casinò come evidentemente è avvenuto. Pertanto diffido nuovamente il casinò in questione a liquidare la somma di euro 2.588,72 presente sul conto a mezzo di bonifico bancario. La presente ha valore di messa in mora, in difetto provvederò a far intervenire l'Associazione delle vittime del gioco on line presente a Willemstad con addebito delle spese occorrende oltre alla richiesta di risarcimento del danno subito.

Dear Playzax Team,

having unilaterally closed my gaming account despite your previous reassurances:

"However, since you deposited a total of €205, you were effectively entitled to make your €1500 withdrawal request.

And we will be happy to proceed with the payment, in exchange for the complaint being removed here."

I inform you that the money present in the same equal to 2,588.72 euros must be transferred immediately to the bank details already communicated with the last requested withdrawal, having already fully verified my identity. Failing that, I will be forced to file a complaint for embezzlement and attempted deception with the local Authorities with a request for compensation for the damage suffered.

Spett.le Playzax Team,

avendomi unilateralmente chiuso il conto gioco nonostante le Vostre precedenti rassicurazioni:

"Ad ogni modo, poiché hai depositato un totale di 205 €, avevi effettivamente il diritto di effettuare la tua richiesta di prelievo di 1500 €.

E saremo felici di procedere con il pagamento, in cambio della rimozione del reclamo qui."

vi avviso che i soldi presenti nello stesso pari ad euro 2.588,72 dovranno essere bonificati immediatamente alle coordinate bancarie già comunicate con l'ultimo prelievo richiesto, avendo già ampiamente verificato la mia identità. In difetto sarò costretta a presentare una denuncia per appropriazione indebita e tentativo di raggiro presso le Autorità del luogo con richiesta di risarcimento del danno subito.

Hello all,

Thanks for the updates Natav. Your comments about the IP are completely valid and we are of opinion that a match in IP addresses can't be used as the only reason to confiscate winnings.

I would like to ask PlayZax Casino to provide us with evidence of multiple accounts, and an explanation of the surrounding circumstances of your findings. Please send the evidence to my mail [email protected]

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino does not respond as expected ... the reality of the facts is very clear! The bank transfer was not made as promised... they speak for themselves!

Il casinò non risponde come era prevedibile... la realtà dei fatti è ben evidente! Il bonifico come promesso non è stato effettuato... si commentano da soli!

I urge the casino again to make the payment of 2,588.72 euros by bank transfer for which you already have my coordinates. Failing that, I will proceed immediately to give a mandate to the SBGOK Foundation with a request for compensation for the damage suffered as well as to report the incident to the Ministry of Foreign Affairs, Justice and Finance of Curacao.

Sollecito nuovamente il casinò ad effettuare il pagamento di euro 2.588,72 a mezzo bonifico bancario di cui avete già le mie coordinate. In difetto procederò immediatamente a dare mandato alla Fondazione SBGOK con richiesta di risarcimento del danno subito oltre che a denunciare l'accaduto presso il Ministero degli Affari Esteri, Giustizia e Finanza di Curacao.

Hi Thomas,

the casino as foreseeable no longer responds and no transfer has been made. At this point in closing this complaint I will be forced to contact the Ministry of Finance ( Javier Silvania ) and Justice ( Shalten Hato ) of Curacao as well as to communicate with Prime Minister Gilmar Pisas so that the aforementioned casino is permanently closed since it operates illegally in total fraud . I will also present a complaint for embezzlement to the Association of victims of online gaming present in Willemstad with a further request for the damage suffered in addition to the necessary expenses. One thing is for sure, I won't stop there!

Ciao Tomas,

il casinò come prevedibile non risponde più e nessun bonifico è stato effettuato. A questo punto a chiusura del presente reclamo sarò costretta a contattare il Ministero delle Finanze ( Javier Silvania ) e di Giustizia ( Shalten Hato ) di Curacao oltre che a comunicare col Primo Ministro Gilmar Pisas affinchè il suddetto casinò venga chiuso definitivamente visto che opera illegalmente in totale fraudolenza. Presenterò inoltre un esposto per appropriazione indebita presso l'Associazione delle vittime del gioco on line presente a Willemstad con ulteriore richiesta del danno subito oltre alle spese occorrende. Una cosa è certa, non mi fermo qui!

Dear Natav,

It seems the casino stopped replying. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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.

From our point of view, the next step for you would be to contact the Curacao Gaming Authority itself ([email protected]). Please let me know how they responded ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Tomas