Playzilla Casino - Player claims that payment has been delayed.

I have been playing online since over a year. at the beginning it was fun but soon became an addiction due to personal challenges i was facing at that time.

in the meanwhile i have lost a super huge amount of money, but every once in a while i also won something. however the withdrawal amounts were limited so i could never recover what i deposited. 

multiple times i closed my account but then received phone calls or emails with money offers, which i took each time...  my bad

now the latest situation is that I have a so called VIP Agent that looks after me, he managed to get me higher withdrawal limits, and I had 23,000 CHF on my account and the plan was to withdraw 3,000 each day (that is the limit) to recover some money at least. But to my surprise my VIP Agent dissapared exactly then and has not responded to any messages at all! 

I have written about 10 emails to the vip@playzilla.com and the support team - no response whatsoever.

I have chatted with about 10 live-support agents, none of them had a clue and each time they had "end of shift" or told me that "you will be contacted via email"

this behavior is not acceptable and of course in the meantime i have lost all the 23K because i was soooo annoyed, frustated and angry that i could not withdraw my money and kept playing over the last days until all was gone. 

I feel that this was done on purpose, to ignore me, knowing that i play very frequently and that most likely i will lose the money. 

i also found out that they have no legal license in Switzerland so i am thinking to getting a lawyer to go againt all my losses i made over the years.

I requested in all of my 10 emails some answers and in the last few emails i have even asked for a compensation for the loss becuase they have not lived up to their part of the agreement i have with the VIP Manager (who is still missing)

i would appreciate support and any details that can be shared regarding playzilla that i can use when contacting my lawyer

Dear Algosiempre,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, no it has nothing to do with my verification. I cannot even make an withdrawals!!

The issue is that my VIP Manager disappeared from one day to the other. My Whatsapp mesaages are not delivered.

He was supporting my witdrawals and it was working fine until he disaapeared. since then i am trying ro reach someone else, keep writing emails or contacting the live support- no answer!!!

My withdrawal limit is set to 40,000 and i have that in writing from my VIP Manager. But the system did not let me withdraw even 10.

and now all is lost and I want a compensation from Playzilla for not honoring the agreement and being ignored for 10 days by them. They claim to answer within 24hours.. it‘s been a week!

Dear Algosiempre, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Have you ever mentioned a gambling problem to this casino, or asked them to close your account at any point?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hi Dominika

Below my answers to your questions:

Yes, I have made many successful withdrawals before. However, the issue was always the daily withdrawal limit, first it was 900CHF, after some time they raised it to 1500 and after me complaining a lot, they raised mine to 3000 per day, 40,000 per month. (sending you the whatsapp screenshot separately).

So since May 8th, when i still had over 20K in my account, i asked for a withrdawal - because my withdrawal limit is higher than other players, the VIP Manager needs to take care of it. But as of May 8th he completely dissapared, my messages are not delivered. So i contacted Live Chat Support, who is absolutely clueless and kept moving me to someome else, claiming that someone will contact me via email. Never happened.

I wrote several emails to the VIP Team - which supposedly should reply within 24 hours. It's been a week... no email whatsoever.

Considering my withdrawal limit, from may 8th onwards i should have been able to withdraw 3k daily... feels like they did that on purpose, completely disappearing, not answering with the hope that i lose everything. which ultimately happened as i was so mad!

I have passed the KYC verification quite some time ago already.

No, my winnings were not with an active bonus. It was just a lucky day, and I won 33K in a free game.

Yes i had closed my accccount mutliple times already. Each time, they either emailed or called offering me money to re-open (about 1000CHF). or when i was asking to close, they were offering a small amount to keep it open. I had it closed in 2024 for a while and earlier this year too. (emails to be sent to your email). I had mentioned to my VIP manager that i need the money to pay invoices etc. and he just said, the casino should be the mean to make sure invoices get paid. i am sure with my behavior they were aware of a problem.

I am sending you a few emails and screenshot to the email you provided

Thank you for your help

Dear Algosiempre, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

yes, i have emailed you multiple attachments

Dear Algosiempre, Thank you for providing all the additional details and documentation. I’m truly sorry for what you’ve experienced and understand how upsetting the situation must be for you.

However, I must point out that a player is fully responsible for any funds on their casino account until those funds are successfully withdrawn. If the money was lost through further gameplay, the casino is not obligated to reimburse those losses. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Please don’t hesitate to reach out, and once you’ve sent a self-exclusion request as outlined above, forward a copy to me via email (dominika.l@casino.guru) so we can keep a proper record and assist you accordingly.

ok. thank you for your help and advice

Dear Algosiempre, I just wanted to check in and ask if you’ve already submitted the self-exclusion request as outlined earlier. If so, could you please forward a copy of the request to me at dominika.l@casino.guru so we can keep a proper record and assist you accordingly?

Dear Algosiempre,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.