The player from Germany had been attempting to withdraw €400 for two weeks, following a cashback incentive provided by his VIP manager. After multiple withdrawal attempts using different methods, customer service continued to stall without clear explanations, and the player expressed frustration with the lack of communication regarding his withdrawal status. The complaint was marked as resolved after the player confirmed the issue had been addressed. The resolution process involved communication between the player and the Complaints Team, who requested further information and extended response time to facilitate resolution. The complaint was closed with no further action required.
Playzilla Casino - Player faces delayed withdrawal process.
Resolved
Our verdict
Case closed
Amount: €400
Playzilla Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Hello,
I received €100 cashback from my so-called VIP manager to encourage me to remain a customer at this casino, as there had been recurring problems with withdrawals in the past. Naturally, I thought, "Okay, I can use the cashback."
I increased my earnings without any problems and made up to €400.
I have been trying to pay out the sum since November 13, 2025.
I've tried everything. Different withdrawal methods: bank transfer or Mastercard. I even tried withdrawing just €200 at first. But nothing works. Customer service is constantly stalling. I've already requested it four or five times. Each time, there's a processing time of at least five business days, during which the money is then transferred back to my player account. There's no explanation for this. I don't have to verify my identity. My VIP manager isn't responding anymore, and support tells me to be patient or that it's supposedly a problem with my bank. I'm not receiving any information about canceling my withdrawal, either by email or anything else.
I don't know what to do anymore. PLEASE HELP.
Best regards
Max
Automatic translation:
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1 month 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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1 month ago
Dear Max2812,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Playzilla Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- How long have you been a player at this casino, please?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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.
Best regards,
Katarina
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1 month ago
Translation
Hello,
I've been playing there for two years. I've rarely requested withdrawals, but they usually went through within a week.
Unfortunately, I don't have a payout history.
Automatic translation:
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1 month ago
Dear Max2812,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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3 weeks ago
Dear Max2812,
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.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Max2812,
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,
Katarina
