My name is Francisco Javier

On August 22, 2026, I signed up for PlayBaze Casino.

PlayBaze ID: CF98212042.

I deposited 100 euros from my bank account via Bizum on the same day, August 22, 2026.

I submitted documentation to verify my identity and address. Both documents were accepted and verified.

Between August 22 and 23, I placed a total of 8 sports bets. The first bet I placed was for 60 euros, taking advantage of the welcome bonus, which offered a 50% refund if I lost my first bet. It was a losing bet, and I was credited with 30 euros. The following bets range from 20 to 25 euros. A total of 8 bets. Of these, 3 were losing bets and 5 were winning bets.  In the end, I have a balance of 203.89 euros.

On August 25, 2026, I tried to place a 20-euro bet, but the system wouldn’t let me. A message appeared saying: “The bet amount in this currency is equal to 0.” I couldn’t place any kind of bet.

On August 26, 2026, I CONTACTED PLAY BAZE VIA CHAT BECAUSE IT WOULD NOT LET ME PLACE A BET. I explained the error message that appeared when I tried to place the bet. I AM WAITING FOR THEIR RESPONSE BY EMAIL

On August 28, 2026, I received an email from PLAY BAZE telling me THAT THEY WOULD NOT LET ME PLACE A BET. The email reads as follows:

“Hello!

We have reviewed the details regarding the issue that prevented you from placing bets.

The iFrame system applied a restriction to your account, resulting in a betting limit of zero.

According to the information we received from iFrame, this restriction is permanent. Unfortunately, we cannot take any further action to lift this restriction or restore your ability to place bets.

We apologize for any inconvenience this may cause and appreciate your understanding.”

Since I can’t place bets, I’m trying to withdraw the 203.89 I have in my account.

On the website, I need to verify my bank account to make the withdrawal.

I submitted an electricity bill to verify my bank account, but they rejected the document.

They asked me to send them a bank receipt for the 100-euro deposit I made to Play Baze. I sent it to them, and they verified it. As a result, my bank account is now verified.

On September 5, 2026, I received an email stating the following:

“Dear Customer:

We understand that you currently have funds in your account and that you have requested to withdraw them. We understand that this situation may be of concern to you, especially considering that you had already been informed about the restriction affecting your betting activity.

Following a further review conducted in conjunction with the relevant team, we can confirm that the restriction applied to your account is not limited solely to betting activity. As previously communicated to you, this restriction is permanent and, as we have now been informed, also prevents you from engaging in any financial or gaming activity, including withdrawals of funds.

Consequently, we regret to inform you that, at this time, we are unable to process the withdrawal of the remaining funds from your account. We understand that this may not be the outcome you were expecting, and we sincerely apologize for any frustration or inconvenience this may cause you.

We want to assure you that this decision is based on the restriction applied to your account and is not something our team can manually override or remove. We have carefully reviewed the available information, and at this stage, there are no further steps we can take to restore your ability to make withdrawals.

We appreciate your understanding and patience.”

As a result, they won’t let me place bets and are keeping the balance in my account.

I replied to them via email on September 6, 2026, with the following:

“You’re telling me that you’ve allowed me to make deposits, I’ve been able to place bets without any issues, and suddenly—without me having done anything illegal—not only are you not letting me place bets, but you’re also withholding my deposit and the small winnings I’ve earned and won’t let me withdraw them? We’re talking about 203 euros. Are you really not letting me withdraw that amount? And without giving me any valid reason for it? This seems like a totally unfair decision to me!!!”

As of today, I haven’t received any notification from Play Baze. I can’t place bets, and my 203.89 euros are in my Play Baze account, but I can’t withdraw them.

I understand that they might not let me bet for internal reasons. But the money is mine. They must deposit it into my bank account. I haven’t done anything illegal.

This all seems like a scam to me.

Please, see if you can help me get my money back.

P.S.: If you need more documentation (emails they’ve sent me, etc.), just let me know.

Thank you for providing us with all this information. We have forwarded your case and all the details to PlayBaze Casino so they can review it.

Thank you very much!

I look forward to hearing more. Thank you very much!

Dear Sir/Madam,

We have reviewed the situation you described and would like to clarify the current status of your account.

PlayBaze will not refuse to pay the remaining funds. However, before processing the withdrawal, we must conduct an additional verification of the gaming account and ownership of the payment method directly with the account holder.

As part of our standard verification procedure, we require the following:

a photograph of the account holder with an original identification document (selfie + ID) on a white A4 sheet of paper, indicating the date, time, project name, and the player's signature.

This verification is necessary to prevent the use of the account by third parties, account transfers, or the use of third-party or purchased documents and payment details.

Please note that the documents previously provided confirmed the identity and address; however, in the current situation, additional verification of the actual account holder is required. This is a separate procedure and does not invalidate the documents provided previously. Once the verification process has been successfully completed, the team will be able to continue processing the withdrawal request in accordance with the applicable procedures.

Therefore, this does not constitute a withholding of funds or a refusal to issue a refund. At present, the withdrawal is suspended pending completion of the account holder verification.

We are ready to continue investigating the matter and kindly ask you to provide the required documentation through PlayBaze's official support channel: [email protected]

Thank you very much for your reply:

I just sent an email to [email protected] explaining my situation and your reply. I’ve sent them the documentation you requested for additional verification:

• A selfie of me holding my DNI (national ID card)
• A blank A4-sized sheet of paper showing the date, time, name of the sportsbook, my full name, and my signature.

I am waiting for a reply to my email and verification of the documentation. If you need any additional documentation, I have no problem sending it to you.

Once again, thank you very much for your reply, and I hope this issue gets resolved.

I’m waiting for a response from PLAYBAZE and will keep everyone updated on this forum.

Thank you!

IT'S BEEN 14 DAYS AND I STILL HAVEN'T HEARD BACK FROM PLAYBAZE. TICKET SP-388

After receiving a response from you, Playbaze representatives on this forum, in which you told me that Playbaze needed to perform additional verification and that I should contact Playbaze support via email ([email protected]), I reached out to them. They replied on September 21, telling me that they had opened a support ticket—ticket SP-388—and that in order to withdraw the 203 euros in my account, I had to send them, as ADDITIONAL VERIFICATION, a selfie showing me holding my National ID card in one hand and a blank sheet of paper in the other, on which I would write the current date and time, my first and last names, the name of the sportsbook (PLAYBAZE), and my signature.

I sent them that selfie that same day, September 21, and told them I was waiting to hear from them. It’s been 14 days, and I haven’t heard anything—no email from Playbaze.

I wrote to them again today. A few hours have passed, and so far I haven’t received a reply.

I have the 203 euros in my account, but I can’t bet with them or withdraw them.

PLEASE, GIVE ME A SOLUTION. I JUST WANT TO WITHDRAW MY 203 EUROS.

It has been 14 days, and I still haven’t received a reply from Playbaze. Ticket SP-388.

Following the response from you—Playbaze representatives on this forum—stating that Playbaze needed to perform an additional verification and instructing me to contact Playbaze support via email ([email protected]), I did so. They replied on September 21, informing me that they had opened a support ticket (SP-388) and that, in order to withdraw the 203 euros from my account, I needed to submit a “verification selfie.” This photo had to show me holding my national ID card in one hand and, in the other, a blank sheet of paper displaying the current date and time, my full name, the name of the betting site (PLAYBAZE), and my signature.

I sent that selfie on September 21 and told them I would wait for further updates. Fourteen days have passed, and I have received no updates or emails from Playbaze.

I wrote to them again today. A few hours have gone by, and so far, there has been no reply.

I have 203 euros in my account, but I can neither place bets nor withdraw the funds.

PLEASE, GIVE ME A SOLUTION. I JUST WANT TO WITHDRAW MY 203 EUROS.

We have reviewed the situation you described and would like to clarify the current status of your account.

PlayBaze will not refuse to pay out the remaining funds. However, before processing the withdrawal, we must perform an additional verification of the gaming account and the ownership of the payment method directly with the account holder.

As part of our standard verification procedure, we require the following:

a photograph of the account holder with an original identification document (selfie + ID) on a white A4-sized sheet of paper, indicating the date, time, project name, and the player’s signature.

This verification is necessary to prevent the use of the account by third parties, the transfer of the account, or the use of third-party or purchased documents and payment details.

Please note that the documents provided previously confirmed your identity and address; however, under the current circumstances, additional verification of the account’s beneficial owner is required. This is a separate procedure and does not invalidate the documents provided previously. Once the verification process is successfully completed, the team will be able to continue processing the withdrawal request in accordance with applicable procedures.

Therefore, this does not constitute a withholding of funds or a denial of a refund. Currently, the withdrawal is on hold pending completion of the account holder verification.

We are ready to continue investigating the matter and ask that you provide the required documentation through PlayBaze’s official support channel

I just wrote to Playbaze support again, explaining the problem once more. I also sent them another selfie with my national ID and an A4-sized piece of paper showing today’s date, the project name: PLAYBAZE, and my signature. I already sent a similar one on September 21, and it’s been 18 days since then, but I haven’t received a reply. I hope they’ll respond to this one and finally resolve my issue. My case ticket number is SP-388. I’ll post again on this forum in 5 days to see how things are going. Thanks for everything.

I’ve just written to Playbaze support again to explain the issue once more. I’ve also sent another selfie holding my national ID card and an A4 sheet of paper showing today’s date, the project name (PLAYBAZE), and my signature. I sent a similar one back on September 21, but 18 days have passed without a reply. I hope they respond this time and finally resolve my case. My case ticket number is SP-388. I’ll post an update on this forum in five days to see how things are progressing. Thanks for everything.

Dear Francisco,

Your submission was accepted and your WD was unblocked. The situtation must be solved in the next days. We appreciate your patience.

PLAYBAZE has finally approved the additional verification of my account, and the 203 euros have just been deposited into my bank account. I wanted to thank PLAYCASINO for mediating this matter and the PLAYBAZE representative on this forum. Without your help, this problem would not have been resolved. THANK YOU SO MUCH FOR YOUR HELP. Best regards!!!

PLAYBAZE has finally approved the additional verification of my account, and the 203 euros have just arrived in my bank account. I wanted to thank PLAYCASINO for mediating this matter and the PLAYBAZE representative on this forum. Without your help, this problem wouldn’t have been resolved. THANK YOU SO MUCH FOR YOUR HELP. All the best!