Good morning, I registered in August at the playzee casino, in which, after obtaining a profit in the month of November of this year, I tried to withdraw the sum of 2000 soles, the first transfer method to my BBVA account failed, for which they requested a manual transfer, for which I sent my account information as well as an account statement via email, the same one that was also rejected. Then try to make the direct payment to my BBVA visa credit card, the same one that was also rejected, now try to make a withdrawal to my interbank account, the same one that has also been rejected, I also sent the data and documents of my account from interbank. I have filed many claims and complaints, and I have contacted customer service and they always tell me the same thing, that my case is being reviewed, to be patient, I don't know what to do anymore.

Buenos días, me registre en agosto en el casino playzee, en el cuál, después de obtener una ganancia en el mes de noviembre de este a?o, intente retirar la suma de 2000 soles, el primer método de transferencia a mi cuenta del BBVA fallo, por lo que solicitaron una transferencia manual, por la cual, envie mis datos de mi cuenta así como un estado de cuenta via correo electrónico, la misma que también fue rechazada. Luego intente hacer el pago directo a mi tarjeta de credito visa del BBVA, la misma que también fue rechazado, ahora intente hacer un retiro a mi cuenta de interbank, la misma que también ha sido rechazada, también envie los datos y documentos de mi cuenta de interbank. He interpuesto muchos reclamos y quejas,e he contactado con atención al cliente y siempre me dicen lo mismo, que mi caso está siendo revisado, que tenga paciencia, ya no se que hacer.

Dear guiveca,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Are there any e-wallets available for withdrawals?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, good morning, thanks for the answer. I tell you that the withdrawal methods that I have tried are available on the playzee page, so I used those methods, the same ones that have been rejected even when I send everything they requested. I have a skrill account, and it is also available as a casino withdrawal method, but when I select it, it does not work.

Honestly, a little disappointed by how difficult it is to withdraw. It is very easy to make a deposit, but withdrawals are impossible, I have written countless times to the customer service center and they always say the same thing, that I must wait. I have also written to the claims area, but so far I have not received an answer.

Que tal, buenos días, gracias por la respuesta. Te comento que los métodos de retiro que he intentado se encuentran disponibles en la página de playzee, por eso utilice esos métodos, los mismos que han sido rechazados aún cuando envie todo lo que solicitaron. Tengo cuenta de skrill, y también está como método disponible de retiro del casino, pero cuando lo selecciono no funciona.

Sinceramente, un poco decepcionado por lo dificil que es retirar. Es muy fácil hacer un depósito, pero los retiros son imposibles,he escrito en infinidad de oportunidades al centro de atención al cliente y siempre dicen lo mismo, que debo aguardar. También he escrito al área de reclamos, pero hasta el momento no tengo una respuesta.

Dear guiveca,

Could you please advise which payment method you have used to deposit funds into your account?

The payment method I used was with a visa credit card.

El método de pago que utilice fue con una tarjeta de crédito visa.

I keep trying to withdraw my funds, and the bank transfer to the two accounts I have failed, both BBVA and Interbank, even when I talked to my banks if I could receive international transfers, and they told me that everything was fine, now six days ago they asked me for my information from Skrill, and they told him that in two days he would have an answer, six days have passed and still nothing, I have sent countless complaints and claims, I enter the customer service chat every day and they still do not give me a solution to the withdrawal of my funds .

Sigo intentando retirar mis fondos, ya fallo transferencia bancaria a las dos cuentas que tengo, tanto BBVA cómo interbank, aún cuando hable con mis bancos si podía recibir transferencias internacionales, y me dijeron que todo estaba bien, ahora hace seis días me solicitaron mis datos de skrill, y le dijeron que en dos días tendría una respuesta, pasaron seis días y aún nada, he enviado infinidad de quejas y reclamos, entro todos los días al chat de atencion al cliente y aún no me dan solución al retiro de mis fondos.

Thank you very much, guiveca, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) 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.  

Hello guiveca!

From now on, I will take care of your complaint. In order to proceed with this case, I'd like to invite representatives of Playzee Casino into this complaint to help us further.

What's up Martin,

Thank you very much, if there is anything else to mention or that you need, please let me know.

Guillermo V****** C*****

Que tal Martin,

Muchas gracias, si hay algo más que mencionar o que necesites me avisas por favor.

Guillermo V****** C*****

Dear Martin, good morning, I want to tell you that today Playzee made the deposit of what was requested in my Skrill account. Sincerely thank you very much for all the support provided.

Estimado Martin, buenos días, te comento que el día de hoy Playzee realizó el depósito de lo solicitado en mi cuenta de skrill. Sinceramente muchísimas gracias por todo el apoyo brindado.

Dear Guillermo,

Do I understand correctly, that your withdrawal was processed via Skrill and your query is now resolved?

Dear guiveca,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.