Playzilla Casino - Player claims that payment has been delayed.

Dear Casino Guru Team,

I am reaching out to file a formal complaint regarding an unresolved withdrawal issue with the online casino PlayZilla, which operates under a Curaçao license.

On July 15th, 2025 at approximately 17:00, I requested a BTC withdrawal of €450. As of today (July 24th, 2025), more than 9 calendar days (including 7 full business days) have passed, and the withdrawal is still marked as "Pending".

Despite multiple polite inquiries via their live support, I continue to receive generic responses stating that there is a delay due to "high volume" and that the withdrawal is in its final processing stage. However, there is no concrete update, no timeframe, and no transparency.

My account is fully verified, no bonus was used, and the deposit has been wagered in accordance with their terms (no AML issues). I have not violated any rules, and the withdrawal method (BTC) matches the requested payout.

Given the ongoing delay, the lack of clear communication, and the sudden temporary freezing of my account (which has since been restored), I am now concerned about the seriousness and integrity of the platform.

I would highly appreciate it if you could assist me in resolving this matter or at least initiate a formal review of the situation.

Thank you in advance for your support.

Best regards

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

Today marks the 14th day since I requested my withdrawal from Playzilla on July 15th. The withdrawal is still pending, and I have not received any funds, confirmation, or meaningful response from the casino.

My account is not under review, there are no KYC requirements, and the amount is relatively small. I believe I have waited long enough and kindly ask you to step in as previously mentioned.

Thank you very much for your support.

Dear player,

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.

Hello Dominika,

Thank you very much for your message. Unfortunately, my withdrawal has still not been processed, and the status remains stuck on "In Processing" since the day I submitted the request.

I kindly ask you to continue assisting with this case, as I still have not received any payout or detailed update.

Thank you again for your time and support.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika