The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. We had advised the player to wait at least 14 days for withdrawal processing, considering possible delays due to KYC verification or high withdrawal volumes. Despite multiple requests for necessary information and cooperation, the player did not provide complete responses to proceed with the investigation. Consequently, the complaint was closed due to lack of response, though the player could reopen it by resuming communication.
Playzilla Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €7,500
Playzilla Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 months ago
Translation
Good day,
I have contacted Playzilla Casino multiple times now, both by email and chat, and have received either no response or unhelpful answers as to why my three requested withdrawals are not being processed; I am simply being given the runaround. My request for an additional withdrawal of €7,500 also remains unanswered.
This is no way to treat customers, and withholding funds is illegal. Deposits aren't processed after days; they're deducted from the account immediately. Withdrawals, however, require constant waiting and chasing. With losses now totaling €70,000 at this casino, it shouldn't be that difficult to withdraw funds, especially after a win. Furthermore, players are simply demoted in VIP levels, forcing them to wait even longer for their money and beg for it.
I therefore request support and clarification.
Thank you in advance.
Best regards
Automatic translation:
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear Pupsi145,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 months ago
Translation
Good day,
I contacted you to get support. Instead, you're making me wait here too.
I therefore request once again that you clarify my case!!!
Of the €9,500, only €1,500 has been paid out so far. They're just making excuses, and due to the constant delays and the minimum payout amount of just €500 per withdrawal, I haven't been able to make any withdrawal requests, as only three open withdrawals are allowed.
My emails continue to go unanswered, and my request for a higher one-time payment remains unanswered to this day.
I therefore ask ONCE AGAIN for your support.
Best regards
***** *******
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 months ago
Dear Pupsi145,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
2 months ago
Translation
Good day,
How generous of you to take the time to respond here, after you also made me wait for two weeks…
What has changed or been resolved here? There is still €7,500 outstanding! I have yet to receive a reply to my email inquiry from November 30, 2025, asking if a special payout of a larger amount is possible! They only ever make excuses but never answer the question. Requested payouts are also only processed sporadically, so the whole thing is just dragging on unnecessarily, in the hope that I'll gamble everything away again.
It would be nice if you could finally start providing support without making me wait forever again!
Best regards
Automatic translation:
Public
Public
1 month ago
Dear Pupsi145, thank you for your response. I completely understand your frustration with the slow withdrawal process. However, in order for me to better help you with this complaint, could you please clarify the following?
- Could you please confirm that you have passed the KYC verification?
- Have you received any reply from the casino? If so, could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
Thank you very much in advance for your reply.
Public
Public
1 month ago
Translation
Good day,
Yes, the verification was already complete. Of course, I didn't receive a proper response from the casino. They consistently ignored the issue and kept passing the buck, both in chat and email. I couldn't find anyone who was responsible. I'm forwarding you the email correspondence.
Automatic translation:
Public
Public
1 month ago
Dear Pupsi145, thank you for your response. Could you please confirm how much do you currently need to withdraw in total? Have any of your pending withdrawals been processed?
Thank you in advance for your reply.
Public
Public
1 month ago
Translation
Good day!
Are you seriously trying to pull the wool over my eyes? I contacted you over a month ago for help. Aside from you completely ignoring me and constantly asking new questions instead of contacting the casino even ONCE, absolutely nothing has happened! Are you being paid by the casinos to keep stalling the victims?
Automatic translation:
Public
Public
1 month ago
Dear Pupsi145, I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.
Thank you in advance.
Public
Public
1 month ago
Dear Pupsi145,
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.
Public
Public
3 weeks ago
Translation
Good day!
I already answered all your questions in my email of December 24, 2025. Perhaps you could address them properly this time!
Automatic translation:
Public
Public
2 weeks ago
Dear Pupsi145, Thank you for your response. I appreciate the information you have provided through the forwarded email correspondence regarding the payments you have received from the casino and your request for a higher, special payout. I would like to clarify that, unfortunately, we are unable to request payments from the casino that exceed the limits outlined in their policies. Our role allows us to intervene only if the casino does not process payments within the parameters of their established guidelines. To assist you effectively, could you please provide clarification on the following points?
- What is the total amount you currently wish to withdraw?
- How long did the successful withdrawals took to be processed?
Thank you for your understanding and cooperation.
Best regards,
Attila
Public
Public
1 week ago
Dear Pupsi145,
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.
Public
Public
5 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
