Playzilla Casino - Player faces confusion over delayed withdrawals.

Good morning:

My complaint is that I made a withdrawal of €800 via bank transfer. Made yesterday.

Today I checked the status and it appeared as cancelled, while another withdrawal of €884.5 appeared as "complete", although I don't have the money in my bank account.

I contacted them via chat and they told me that the first withdrawal had failed and they had made another one which in principle was all correct.

The problem is that it seems very strange to me that they made another withdrawal of a different value.

What I do?

Hello IAGOASPAS365,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Good afternoon:

It is not verified because it tells me that it is not necessary, attached photo.

I accumulated the winnings with a bonus that they gave me of €150, but I have already played the x15 that was necessary.

The last time I spoke to them was today, when I saw that and talked about it.

I have never withdrawn before because I always cancelled to continue playing, but I have deposited quite a few times.

I have spoken to them again about verification and withdrawal, they have responded to me as follows:

As for verification, if they don't ask me for it, it's not necessary.

Regarding the withdrawal, they have spoken with the financial department and it usually takes 3 to 5 days.

The problem is that it is a withdrawal that I have not made, mine has been cancelled, that is what bothers me.

I made a withdrawal of €10 the next day, to test it out, and that withdrawal has just arrived, but I still don't know anything about the €884.

I am attaching a screenshot so that you can see that we are talking about €884.

It's a HUGE SCAM.

THEY ARE TELLING ME THAT I COULD ONLY GET AN X5 OF THE BONUS, AND THOSE €884 IS MONEY THAT THEY HAVE TAKEN FROM ME.

In the bonus email it only asked me to make x15 in bets, nothing else.

And I have managed to release the voucher, attached photo.

I have also spoken to the casino several times and they told me that everything was fine, that the money would arrive soon, I also attach photos.

With the joke I thought that those €884 were insured and I have continued playing with the remaining money, which means that instead of being able to collect €1,600 I will collect €500 with luck, because I have continued spending trusting that my money will be safe.

It's a shame.

Hello IAGOASPAS365,

Can you please advise what bonus were you playing with and how much was your balance when you have completed the wagering requirement?

If possible, forward the full betting history to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

I don't know how to download that complete history.

And the bonus was a bonus that I had received by mail, for €150, where it only said that I had to play x15, nothing else.

Now I'm worried because I have 3 pending withdrawals, totaling €800, since Thursday 13th, which have not been processed. It still lets me cancel them.

I don't want to be mean, because I withdrew €800 on the 11th and I had it in my account on the 13th, but this time it's taking a long time.

I'm worried because I've found quite a few reviews with the same problem, is it possible they will keep my money?

My money has already arrived, it was just delayed a few days.

The only complaint I have is about the bonus, they didn't tell me how it worked, the email didn't say that I could only win x5.

Hello IAGOASPAS365,

I'm glad to hear that you have received the withdrawal.

Regarding the maximum win limit - if there are no specific rules given in the bonus you claim, the general terms and conditions apply: https://playzilla2.com/en/rules

Based on the terms, your winnings were paid out correctly.

Is there anything else we could assist you with?

Awaiting your response.

Regards,

Nick

Dear IAGOASPAS365,

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.