The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The player experienced delays, and a refund of €800 was credited back to his gaming account without a clear explanation or a firm date for manual transfer. After multiple pending withdrawals and communication issues with the casino, the player canceled further withdrawal requests and decided to pause the case. The complaint was then marked as resolved, as the player was reviewing the situation further and might have reopened it if problems arose.
Playzilla Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €800
Playzilla Casino
Safety Index 8.9 HighCase summary
Discussion
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5 months ago
Translation
I requested a withdrawal on January 17, 2026. I received confirmation from Playzilla that the withdrawal was completed on January 19, 2026. Normally, the money is in my bank account within 2-3 days, but not this time.
Despite several inquiries via email, live chat or WhatsApp, I either received no answer at all or was repeatedly told that it was still being reviewed.
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5 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.
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5 months ago
Dear hansimglueck,
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
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5 months ago
TranslationHi Karla, thanks for the info. I've been a customer of the platform for a long time (even with VIP status) and the money has always been in my account very quickly (2 days after confirmation). In this case, I received the confirmation on January 19, 2026. Since I haven't received any feedback (not even from my VIP advisor), I've become suspicious.
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5 months ago
TranslationHi Karla,
While we wait for the 14-day period to end, could you give me some advice?
I have additional funds in my gaming account that I'd like to withdraw. However, due to the risk that the withdrawal will be marked as completed again without the money actually arriving in my bank account, I've refrained from requesting any further withdrawals. What would you recommend I do in this situation? Should I request a withdrawal for the remaining balance as well, or wait and keep the money in my gaming account?
Thank you in advance!
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5 months ago
TranslationHi Karla,
I just received an update from customer service:
Hello Danny,
Thank you for contacting our Playzilla customer service.
Dear Mr. X, we sincerely regret to inform you that the payment of €800 has been credited back to your account. We have already forwarded the matter to the relevant department and requested a manual refund for you. We will inform you immediately as soon as there are any updates.
We apologize again for the situation and hope for your understanding.
The money was indeed credited back to my gaming account, but I received neither a reason for the chargeback nor a firm date for the manual transfer. Furthermore, I have three other pending withdrawals of €800 each (requested on January 25th, 27th, and 29th).
What do we do now? After all, I still haven't received the money I requested on January 17th.
I'm fully aware that delays in payouts can occur, but unfortunately, this is starting to feel like a stalling tactic. Especially since I've been receiving conflicting information from support for almost two weeks now, and sometimes my messages aren't even being answered.
Thank you in advance.
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5 months ago
Dear hansimglueck,
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.
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5 months ago
TranslationHello Karla,
The withdrawals seem to have failed. I don't yet know the reason. I've cancelled all further withdrawals on my end and am now in contact with customer service. Even though I don't know the exact reason yet, I think we can close the case for now. Thanks anyway for the support.
Best regards
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5 months ago
Dear hansimglueck, thank you for your response. 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?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.
Karla
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5 months ago
TranslationHello Karla,
As mentioned in my last message, the case can be closed for now.
I am currently reviewing everything further and would open a new case if there are any problems.
Thank you and best regards
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5 months ago
Dear hansimglueck,
I’m very glad to hear that your issue has been successfully resolved. I will now mark the complaint as resolved in our system.
Thank you for your cooperation throughout the process. If you ever experience any problems with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center — we’re always here to help.
Best regards,
Karla Mayfly
Casino.Guru
