Playzilla Casino - Hráčský účet je uzavřen.

Good day, some time ago I enrolled at Playzilla Casino and naively loaded money onto it using a friend's card (two top-ups), but I didn't win anything.

After that, I continued to load substantial amounts with my own card until I eventually won about 6500 euros...

That's when the trouble started.

The account needed to be verified, which they previously didn't allow.

I sent EVERYTHING they needed, everything they asked for, the process started on the 8th of December, days passed and occasionally they would ask for more information, I sent everything, I wrote to the support apologizing for my naivety, I sent all the necessary documents for both cards...they hardly ever respond...and today, as if by magic, the account is closed and I can't log in.

I can't believe something like this.

Please help me, I will do whatever it takes because I won't let a scam like this slide.

Buongiorno , tempo fa mi sono iscritto al casino Playzilla, ho con leggerezza caricato i soldi con carta di un amico(2 ricariche), vinto niente.

Dopodiché ho continuato nel tempo a caricare con la mia, cospicuamente, fino a quando non vinco circa 6500 euro...

Da qui, apriti cielo

Il conto dev essere convalidato, cosa che prima non lasciavno fare.

Mando TUTTO quello che serve, che mi chiedono, inizia tutto dal 8 dicembre, passano i giorni, ogni tanto se ne escono con qualche domanda nuova, mando tutto , scrivo al supporto scusandomi già per la leggerezza , mando tutto quello che serve di entrambe le carte...non m rispondono praticamente mai...e oggi , come per magia, conto chiuso e impossibilità ad entrare.

Io non voglio credere a una cosa del genere.

Aiutatemi,farò tutto quello che devo perché una truffa così non la lascio passare.

Dear Peira10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It seems that your account was most likely closed because of deposits made via a third-party payment method, which is strictly prohibited by the vast majority of online casinos. I have checked the T&Cs, and this is what I found:

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Could you please clarify how much money you deposited with your friend's card and with your own card? Also, when did you make these deposits?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good morning Kristina, first of all thank you for replying to me.

I'll explain everything better also because yesterday I was really angry:

So, it seems to me that around November 20th I loaded 100 euros twice with my friend's card, which moreover is a postepay, which I can very well legally load it for him in the last tobacco shop in Italy, then I think I loaded more than 1000 euros with mine, around 1200/1300.

Yesterday afternoon I immediately went to a law firm here in my town to ask for advice (we're talking about 6500 euros, not a few hundred), they told me that point 4.1 is absolutely questionable precisely as an Italian language, because it doesn't say OWNER, it says my property, not stolen or lost.

The card is neither stolen nor lost, and God forbid they still tell me that I stole it.

Then if I hadn't had to withdraw, nothing would have happened, this is a giant scam.

Also the really ridiculous thing was the customer service:

In live chat, a thousand conversations, they always answer the same things even if you ask different questions, via email they practically never reply, except yesterday when I wrote a complaint, and strangely after 5 minutes they responded by sending me the terms and conditions.

Furthermore, I provided ALL the requested documents, even the WhatsApp conversation where I asked my friend for the documents, apologizing for the carelessness committed, in response they blocked my account WITHOUT EVEN COMMUNICATING IT VIA EMAIL.

A scandalous site, but it doesn't end there.

Buongiorno Kristina, innanzitutto grazie per avermi risposto.

Spiego meglio il tutto anche perché ieri ero davvero arrabbiato:

Allora, mi pare intorno al 20 Novembre ho caricato 2 volte 100 euro con la.carta del mio amico, che oltretutto è una postepay, che io posso benissimo caricargliela legalmente nell ultima tabaccheria d italia, poi credo di aver caricato più di 1000 euro con la mia, intorno ai 1200/1300.

Ieri pomeriggio mi son recato immediatamente in uno studio legale qui al mio paese per chiedere consigli (si parla di 6500 euro, non qualche centinaio), mi hanno detto che quel punto 4.1 è assolutamente contestabile proprio come lingua italiana, perché non c'è scritto INTESTATARIO, c'è scritto di mia proprietà, non rubata o non persa.

La carta non è né rubata né persa, e ci mancherebbe mi dicano ancora che lho rubata.

Poi se non avessi dovuto prelevare, nulla sarebbe successo, questa è una truffa gigante .

Inoltre la cosa davvero ridicola è stato il servizio clienti:

In live chat mille conversazioni, ti rispondono sempre alle stesse cose anche se fai domande diverse, via Mail non rispondono praticamente mai, tranne ieri quando ho scritto una lamentela, e caso strano dopo 5 minuti mi.hanno risposto inviandomi il termini e condizioni.

Oltretutto io ho fornito TUTTI i documenti richiesti, addirittura la conversazione whatsapp dove chiedevo i documenti al mio amico, scusandomi per la leggerezza commessa, loro come risposta, mi hanno bloccato il conto SENZA NEMMENO COMUNICARLO VIA MAIL.

Un sito scandaloso, ma non finisce qui.

Furthermore, I add, if it says that it is necessary to demonstrate that it was not stolen or lost by someone, I did it, I sent the pdf file of the transactions, sensitive data belonging only to the owner, which he forwarded to me.

At this point their aim comes to me to think is just to wait for a technicality to withhold ALL the winnings and even the correct top-ups, I'm really disappointed, now they will tell me what is the most appropriate way to move legally, the most appropriate location, and alas I'll have to do it, I can't leave a 6500 euro scam like this unnoticed.

Oltretutto aggiungo, se c'è scritto che bisogna dimostrare che non è rubata o stata smarrita da qualcuno, io lho fatto, ho inviato il file pdf delle transazioni, un dato sensibile appartenente solo al titolare, che lui mi ha girato.

A sto punto il loro scopo mi viene da pensare sia solo aspettare un cavillo per trattenere TUTTE le vincite e le ricariche ancge corrette, son davvero deluso, ora mi diranno qual è il modo più consono per muovermi legalmente, la sede più opportuna, e ahimè dovrò farlo, non posso lasciare una truffa da 6500 euro così inosservata.

Update: at 12.30pm today I received an email with a successful withdrawal of 40 euros.

This site doesn't really know what it's doing and says, this is further confirmation.

Furthermore, the law firm informed me that written as it is, the regulation, I am right.

"Card owned, not lost or stolen" means the card is not misused, there is an owner who authorized me, I proved this to him by sending EVERY document requested.

Among other things, I asked in the chat, and we knew zero about the 40 euro withdrawal.

A truly ridiculous site, and I have even more reason to take legal action.

I look forward to hearing from you Kristina, thank you!

Aggiornamento: alle ore 12e30 d oggi mi è arrivata una mail con prelievo di 40 euro completato con successo.

Questo sito non sa davvero quello che fa e dice, questa è una ulteriore conferma.

Inoltre dallo studio legale mi han comunicato che scritto com'è , il regolamento, ho ragione io.

"Carta di proprietà, non smarrita o rubata" significa che la carta non è usata in modo improprio, c'è un proprietario che mi ha autorizzato, gliel ho dimostrato inviando OGNI documento richiesto.

Tra l'altro in chat, ho chiesto, e sapevamo zero del prelievo da 40 euro.

Un sito davvero ridicolo, e ho ancora più motivi per agire legalmente.

Attendo sue notizie Kristina, la ringrazio!

Here it is, now that the emails work.

Now they write to me, it's shameful.

I neither cheated, nor did I think I would, I immediately clarified that I had made a mistake by apologizing, I didn't know

They never responded to me, not even to tell me that they closed my account.

It's a shameful mess, for 100 euros of top-ups, they must really fail

Ecco qui, ora si che le mail funzionano.

Ora mi scrivono, è vergognoso.

Io non ho né truffato, né pensavo d farlo, ho chiarito subito che avevo sbagliato scusandomi, non lo sapevo

Non mi hanno mai risposto ,nemmeno per dirmi che mi hanno chiuso il conto.

È un casino vergognoso, per 100 euro di ricarica, devono veramente fallire

Please understand that the main point of payment method ownership means, that the card (or any payment method) has been issued in your own name and belongs to you, which doesn't seem to be the case here, as you yourself also said that the card belongs to your friend.

Could you please clarify how many deposits you made with your payment method/card after those deposits with your friend's card? How much was your last deposit before the casino closed your account?

I immediately told them that it belonged to a friend of mine, I apologized, and in response they treated me like an already proven criminal.

Yesterday, after that email, I asked what it meant, and they didn't even answer me, as always.

With my friend's card deposited either 150, or 200 euros, now I can no longer see.

With my card, €1300.

My last deposit .40 euros, that's why that bank transfer.

Would this be treating the players well?.

SHAMEFUL SITE

Io l ho detto subito che apparteneva a un mio amico, mi son scusato, loro per tutta risposta mi hanno trattato come un delinquente già provato.

Ieri, dopo quella mail li, ho chiesto cosa significasse, e nemmeno mi hanno risposto, come sempre.

Con carta di mio amico depositato o 150, o 200 euro, ora non riesco più a vedere.

Con la mia carta , 1300€.

Il mio ultimo deposito ,40 euro, ecco perché quel bonifico.

Questo sarebbe trattare bene i giocatori?.

SITO VERGOGNOSO

If they found out that I had tried to modify some document, to make fun of them, or something else, a minimum doubt, ok.

But THE FIRST THING I did, as you will see from the emails I sent you privately, I apologised, I didn't know, nothing had ever happened to me on other sites even when uploading from other parts... of course, the law doesn't allow ignorance, but if I had to count all the mistakes they made for example in chat, telling me nonsense things, or not responding to emails, they would have to give me double 6500 euros🤣

Avessero appurato che avessi provato a modificare qualche documento, a prenderli in giro, o altro, un minimo dubbio,ok.

Ma io LA PRIMA COSA che ho fatto, come vedrai dalle mail che ti ho mandato in privato, mi sono scusato, non sapevo, da altri siti non mi era mai successo niente anche caricando da altre parti...certo, la legge non ammette ignoranza, ma se io avessi dovuto contare tutti gli errori che facevano loro ad esempio in chat, dicendomi cose senza senso, oppure le non risposte alle mail, dovrebbero darmene il doppio di 6500 euro🤣

I understand your point, but I must emphasize that the vast majority of casinos are very strict when it comes to their AML policy and the use of third-party payment methods at any point after registration. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

As you are not a legitimate owner of the payment method and you obviously haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. We would like to help, but it is impossible for us under these circumstances. I can only recommend that you always use payment methods issued in your name to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.