The player from Switzerland faces issues with withdrawing his funds after requesting a withdrawal. His account is restricted, and he experiences disproportionate withdrawal limits despite previously successful transactions. Additionally, he is concerned about the downgrading of his VIP status without notice or explanation and insists on receiving his remaining balance promptly.
Playzilla Casino - Player’s winnings are being blocked.
Opened
Current status
Waiting for casino to reply
2d 11h 19m 25s
Playzilla Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear Aventador777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your funds from the casino.
Please note that, according to the casino’s Terms and Conditions, withdrawals are processed in accordance with monthly withdrawal limits and may also depend on the player’s VIP status. Additionally, the VIP level is determined based on the player’s activity over the previous 90 days, including deposits, withdrawals, and bonuses received. This level may change over time, and accounts that remain inactive may be downgraded.
It is also important to mention that VIP status and its associated benefits are determined solely at the casino’s discretion. Therefore, we are unable to compel the casino to assign or maintain a specific VIP level or related withdrawal conditions.
In order to assist you effectively, I would appreciate it if you could provide some additional information regarding your situation:
- Could you please clarify when you requested the withdrawal?
- What specific reason was provided for any restriction or delay?
- Could you specify how much you have successfully withdrawn in the past compared to your current withdrawal request?
- Are there any outstanding verification requirements on your account?
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documents regarding this matter, please feel free to forward them to petra.h@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
Thank you very much for your work on my case so far.
I would also like to point out that my deposits were made in CHF, but the processing was handled via several external payment service providers (including Inpay and other international providers) and was partially converted into EUR.
For me as a customer, this procedure was not transparent beforehand. In particular, it is not clear why my deposits are processed through different companies and countries (e.g., Ireland, Denmark, Canada) and why additional currency conversions are involved.
In combination with the currently ongoing verification process and the very low payout limits of CHF 500 per day, I get the impression of an overall opaque and disadvantageous process for the player.
I would like to emphasize once again that I have submitted all the requested documents in full and continue to hope for a timely and complete payment of my balance.
Additionally, I received another message today regarding the verification (see attachment).
Thank you for your support.
Automatic translation:
Public
Public
3 weeks ago
TranslationHello dear Petra 
A brief addition to my case:
The requirement for an e-wallet (Skrill) was added to my verification section later. Originally, this was not a required verification.
I would like to clarify once again that I do not own a Skrill account and have never used one, which is why I cannot provide any corresponding proof.
All deposits were made via my verified credit cards and occasionally via Paysafecard.
I have attached a recent screenshot showing the current status.
Thank you so much for your support.
Automatic translation:
Public
Public
3 weeks ago
TranslationHello Petra,
many thanks for your support.
I have since replied to the casino again and clarified that I cannot provide the requested Paysafecard proof.
I bought the Paysafecards with cash at the kiosk and they are anonymous, which is why there is no personal transaction history that proves my identity.
I have already submitted all other requested documents, especially regarding credit card payments, and these have been confirmed.
I have also uploaded a screenshot showing the specific proof the casino requires.
Please let me know if I can provide any further information or documents.
Many thanks for your support.
Kind regards
Sascha 
Automatic translation:
Public
Public
3 weeks ago
TranslationI would like to summarize and present my case again in a structured manner:
1. Payouts and progress:
I have already successfully received several withdrawals (CHF 1000 each). However, my last withdrawal was a smaller amount without any explanation. Further withdrawals are currently not possible because my account is shown as "blocked," even though I can still log in.
2. Verification:
I submitted all requested documents completely and multiple times. Nevertheless, additional requirements are subsequently being made, in particular proof of a Skrill account.
3. Skrill problem:
I would like to clarify that I have never owned or used a Skrill account. All deposits were made exclusively via my verified credit cards and, in some cases, via Paysafecard. The requirement for proof of Skrill ownership is therefore incomprehensible to me and practically impossible to fulfill.
4. Technical limitation of the payout:
When attempting a withdrawal, a message appears stating that my user account is blocked. This actively prevents further withdrawals, even though no clear reason is given.
5. VIP status and inconsistent treatment:
My account was downgraded from VIP Level 4 to Level 1 without any comprehensible explanation.
According to the casino, Level 4 includes a personal VIP manager, while this is not provided at Level 1.
At the same time, I continue to be contacted by a "VIP Manager" and receive corresponding offers, which contradicts my current status.
6. Gaming incentives during open payout:
During the ongoing verification process and despite limited withdrawal options, I received targeted offers designed to motivate me to continue playing (e.g., cashback-like promotions based on potential losses).
In my view, this contradicts a fair and transparent handling of a payout process.
7. Overall impression:
Overall, I get the impression that the process is opaque and disadvantageous to the player, particularly due to:
- Subsequent and unfulfillable verification requirements
- technical limitation of the payout
- Contradictory communication regarding VIP status
- simultaneous gaming incentives during open payout
I therefore request a prompt resolution of the case and the full payment of my balance.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHello Petra
I would like to provide additional information regarding my complaint.
After my verification process was already at an advanced stage and several documents (especially credit cards) had already been approved, the casino suddenly requested a Paysafecard transaction from December 2025.
This requirement was not mentioned at any point in the verification process so far.
I have attached the following evidence:
- A screenshot of my verification status (partially already approved)
- The current email from the casino requesting proof of Paysafecard purchase
The problem is that this requirement is practically impossible to fulfill, since Paysafecard is an anonymous payment method for which no personal transaction history or account verification exists.
I have already submitted all available and reasonable evidence.
From my point of view, the casino is demanding documents that cannot exist and only made this request subsequently.
Many thanks for your support.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationHello Petra
I would like to add another important point to my complaint.
I contacted the casino's live support directly to ask for the license number and the responsible regulatory authority. However, this information was not provided to me.
Instead, I was repeatedly told to contact support via email, and general statements from the terms and conditions were made without answering my specific question.
As I understand it, the license number is public information that should be transparently accessible.
I have attached corresponding screenshots of the chat history.
In my view, the casino is deliberately refusing to release basic information regarding its licensing, which raises further doubts about its transparency and reliability.
Thank you for the further review.
Automatic translation:
Public
Public
2 weeks ago
TranslationI have also uploaded detailed documentation.
This clearly shows that the disputed profit was obtained exclusively through a verified credit card deposit of CHF 400.00. 
has arisen.
The Paysafecard transaction cited by the casino, dated December 26, 2025, is in no way related to the winnings, either in terms of time or content.
The complete transaction and game history is attached and proves the unambiguous attribution.
Automatic translation:
Public
Public
2 weeks ago
Dear Aventador777
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationHello Petra,
Thank you so much for your information and support.
Additionally, I would like to send you a complaint. Could you please forward this internally?
Or should I take care of it myself? Also, I received another offer from Playzilla today.
Kind regards
Sascha Lüscher
Automatic translation:
Public
Public
2 weeks ago
Hello,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Playzilla Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationA quick update on my verification.
Summary and overview of evidence
I would like to present the facts in a structured manner:
1. Deposit history
- 26.12.2025: Deposit of 25 CHF via Paysafecard (purchased in cash at a kiosk, anonymously)
- 07.04.2026: Deposit of 400 CHF via credit card (verified)
The profit of 102,003.86 CHF resulted exclusively from the deposit made on April 7, 2026.
2. Verification
All requested documents have been submitted and confirmed by Playzilla:
- Proof of identity: approved
- Proof of address: approved
Credit cards: approved
(Screenshots are available)
3. Current situation
- Withdrawal is still blocked
Additional proof of purchase for the Paysafecard is required.
4. Problematic requirement
The requested "account holder details" for Paysafecard are not available because:
- it is an anonymous payment method
- no personal account exists
- no personal transaction history is available
These requirements are therefore objectively impossible to fulfill.
5. Rating
- The verification process has effectively been completed.
- The payment method relevant for the prize (credit card) has been confirmed.
- The payout is still blocked due to a small, anonymous deposit.
This appears disproportionate and not objectively justified.
I request an investigation and assistance in clarifying this matter.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationProof of credit/debit card - Address
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationUpdate on my case:
1. A generic support response stating only that my case has been "forwarded to the relevant department," without any concrete statement or solution.
2. In parallel, I received an exclusive cashback offer from the VIP manager, which is intended to actively motivate me to continue playing – even though my account is currently restricted for withdrawals and the verification is supposedly not yet complete.
In addition, the casino still requires proof for an e-wallet (e.g. Skrill), which I have never used, as well as for Paysafecard transactions, for which naturally no personal proof exists.
From my point of view, it is:
- contradictory communication
- verification requirements that cannot be met
- and inappropriate gambling incentives during an ongoing withdrawal ban
I request assistance in clarifying this case.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationUpdate on my case:
In the verification section of my account, proof of an e-wallet is currently required, even though I have never used one (e.g. Skrill).
At the same time, the casino requires proof of transaction for PaySafeCard payments. Since PaySafeCard is an anonymous payment method, there is no personal transaction history that could be submitted as proof.
The requested verification is therefore objectively impossible to fulfill in my case.
Despite this situation, my account remains blocked for withdrawals.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationPlayzilla repeatedly requests documents that I have already explained and that cannot exist.
I have uploaded this document.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationFurthermore, I filed a formal complaint today.
Playzilla continues to repeatedly request documents that cannot exist (no Skrill account, Paysafecard purchased anonymously).
If no clarification is reached within the set deadline, I will take further steps.
Automatic translation:
Public
Public
1 week ago
Dear Aventador777,
Thank you for contacting us regarding your Issue with the Verification of your Playzilla account.
We wish to confirm that all information has been received and formally submitted to our Verification Department for review.
This includes the details regarding your Paysafecard transactions and your informations regarding the Skrill account that was not being used for previous deposits.
Please be assured that we are working closely with the relevant team to expedite this process. We sincerely apologize for the inconvenience and any difficulties these requirements may have caused.
We will notify you immediately as soon as an update on your verification status becomes available.
We appreciate your continued patience and cooperation in this matter.
Best regards,
Playzilla Casino Team
Sensitive attachment
Sensitive attachment
1 week ago
TranslationDear Playzilla Casino Team
I would like to point out a clear contradiction in your communication:
In your public statement on Casino Guru, you confirm that all necessary information has been received in full and has already been forwarded to the relevant auditing department.
Nevertheless, I shortly afterwards received another email with additional requirements regarding my Paysafecard transactions. This contradictory approach is incomprehensible to me.
Furthermore, I consider the processing time to be unreasonably long. My account has been under review since April 12th, even though I submitted all requested documents completely and on time.
Additionally, when I attempt to withdraw funds, I receive the message "The specified user has been blocked," even though there is still a significant balance in my account.
I therefore request a clear and binding statement on the following points:
- Why is my account currently blocked for withdrawals?
- By when can I expect final processing and payment of my credit balance of CHF 102,003.86?
I remain cooperative and willing to contribute to the clarification, but I expect a timely, transparent and solution-oriented response.
I urge you to treat this matter with the highest priority.
Kind regards
Sascha Lüscher
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationAdditionally, I am uploading a current screenshot of my verification status.
This shows that all relevant documents (identity, address, credit/debit cards) have already been successfully verified.
The only remaining issue concerns Paysafecard transactions, for which no transaction history exists due to cash purchases.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationAdditionally, I am uploading a highlighted screenshot of my transaction history.
The highlighted Paysafecard transaction from December 26, 2025 represents the only corresponding deposit and is significantly earlier in time than the later deposits.
The disputed profit was obtained exclusively through a subsequent deposit via credit card.
The Paysafecard transaction is therefore neither temporally nor materially related to the profit achieved.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationThe casino is demanding a transaction history for my Paysafecard, which I cannot provide for understandable reasons.
The Paysafecard was purchased with cash in a store and used immediately, without creating or using an online Paysafecard account. Therefore, no transaction history or digital proof exists.
I have already explained this to the casino several times. Nevertheless, I continue to receive standardized replies telling me to download the transaction history via the Paysafecard website, which is not possible in this case.
Additionally, I would like to clarify that at no point did I ask for the possibility of downloading a transaction history.
This reply was sent to me unsolicited and completely misses the point of my request.I ask Casino Guru to take this into account, as I have already provided all available information and cannot offer any further evidence.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationAdditionally, I would like to point out that the casino claims my formal complaint cannot be opened.
However, I checked the file and it opens without any problems. To be on the safe side, I resubmitted the document and requested confirmation of receipt and readability.
I have not yet received a response to this resubmission or my request for confirmation.
Furthermore, I sent the formal complaint to several contact points of the casino, including support, the complaints department, the VIP contact, and also via live chat.
Automatic translation:
Public
Public
1 week ago
TranslationDear Casino Guru Team
I would like to politely ask you to continue to actively follow up in this case.
In my opinion, the casino is unnecessarily delaying the resolution. Despite submitting all requested documents, I am receiving contradictory statements and a constant stream of new demands.
Furthermore, my formal complaint was allegedly not opened, even though I reviewed and resubmitted it. I have not yet received any response to my request for confirmation.
Overall, this approach seems anything but fair to me, especially since I have fully complied with my duty to cooperate.
I have the impression that a timely solution will not be achieved without additional pressure. Therefore, I would be grateful if you would continue to urge the casino to provide a statement and finalize the matter.
Thank you for your support.
Kind regards
Sascha Lüscher
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationI would like to mention something else regarding the demotion of my VIP level:
Automatic translation:
Public
Public
1 week ago
TranslationDear Casino Guru Team
The casino has not responded to my detailed formal complaint or the deadline I set therein.
Playzilla shows no solution-oriented response and completely fails to address the essential content of my complaint (in particular the withdrawal block, verification problems and my specific withdrawal request).
Thus, despite the complete submission of all required documentation, my request remains unanswered.
I am awaiting Casino Guru's final statement. Regardless, further steps to protect my interests have already been prepared.
Should this not be clarified, I will escalate the matter further.
I request that the lack of a statement in the proceedings be taken into account accordingly and that the case be pursued further.
Thank you very much and best regards
Sascha Lüscher
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationAdditional note regarding the casino's behavior:
Despite an existing withdrawal block and ongoing verification issues, I continue to receive targeted VIP offers and gaming incentives (e.g. cashback promotions).
What is particularly contradictory is that my account was simultaneously downgraded to level 1 (beginner), but I am still addressed as a "VIP player" and contacted with corresponding offers.
From my point of view, this behavior is misleading and problematic, as on the one hand I am denied access to my balance, but on the other hand I am actively encouraged to continue playing.
This contradicts the principles of responsible gaming.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationI am contacting you regarding Playzilla's statement.
However, I must clearly point out that no progress has been made since the statement.
I was informed that efforts are being made to speed up the verification process – however, the following problem remains unchanged:
- The verification process is still not complete.
My account remains blocked.
- A payout is not possible
I have submitted all requested documents completely and multiple times. Nevertheless, new requirements keep being made, which unnecessarily delays the entire process.
What is particularly critical is that this involves a real money balance of CHF 102,003.86, to which I currently have no access.
I therefore politely request that Casino Guru intervene here and insist that:
1. The verification will be completed immediately.
2. the account freeze is lifted immediately
3. My entire real money balance of CHF 102,003.86 will be paid out immediately in one transaction.
The current situation is no longer comprehensible to me and absolutely unacceptable.
Kind regards
Sascha Lüscher
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationI have also uploaded relevant excerpts from the current communication.
Furthermore, despite the existing withdrawal block, I continue to receive targeted gaming incentives (VIP/cashback offers).
No concrete statement regarding payment or a binding timeframe has yet been given.
I am eager to hear the casino's statement on this case and hope for a transparent and solution-oriented clarification of the outstanding issues.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationAnother problem is that different support staff respond each time, resulting in inconsistent handling of my case.
Throughout the entire process, I was cooperative, fulfilled all requirements, and gave the support team sufficient time to process my requests.
Despite my patience and repeated cooperation, I have received no concrete feedback to date, only standardized answers without any progress.
I understand the need for investigations, however the duration and the way my request is being handled are no longer appropriate.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationThe casino's statement raises serious concerns and can be seen as a clear red flag.
Although it has been confirmed that all required documents have been received and forwarded for review, my verification is still pending – without any plausible explanation or a concrete timeframe.
This approach suggests a delaying tactic rather than a legitimate verification process. I have fully cooperated and submitted all requested documents.
Additionally, I would like to point out that I already submitted a clear and detailed document on the 27th, in which I explained and justified the required verification requirements in detail.
Since I have fully complied with my obligations, I consider the ongoing delay unjustified and request that Casino Guru actively intervene and escalate the case so that the verification is completed and my withdrawal is processed promptly.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationAdditionally, I refer to the current screenshot of my verification status.
This clearly shows that all requested documents have already been approved and that verification depends solely on the requirement for e-wallet proof.
Since I demonstrably do not own an e-wallet and have already explained this in writing several times, this is an impossible requirement that blocks the completion of the verification.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationIn addition, I would like to point out that I already requested the casino in writing on April 21, 2026, to provide the full license number and the responsible supervisory authority.
I have not received a reply to this request to this day.
I would like to point out that the casino's website does not provide clear and transparent information about the license (including license number and operator) in the footer.
This further complicates the understanding of regulatory responsibility and reinforces the impression of a lack of transparency on the part of the casino.
Could you please confirm under which specific Curaçao license (including license number and responsible authority) this casino operates?
Since no clear and transparent information is available on the website, this information would be very helpful for the further escalation of my case.
Thank you so much! 🙂
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationUpdate on the case:
I have given the casino a final deadline of 5 working days to pay out my balance (CHF 102,003.86).
set.
All requested documents have already been submitted and verified. The additional requirement for proof of e-wallet access is not feasible in my case and is unrelated to the profits earned.
I request support as there has still been no substantial feedback or solution from the casino.
Thank you in advance.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationAdditional information:
I have previously (before the current verification request) received successful payouts to the same payment method (see attached proof).
Therefore, it can be assumed that my payment details are fully verified and no additional requirements are justified.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationDear Playzilla Team
I would like to report a problem related to the payouts.
My casino account is held in CHF, and I requested a withdrawal in CHF as well. However, the transaction was apparently processed via EUR (using Truenorth Payments), resulting in me receiving less money in the end.
Details:
- Requested payment: 1000 CHF
- Amount received: CHF 979.93
- Difference: approx. 2.0% loss due to currency conversion
- Conversion: 1,081.12 EUR → CHF (exchange rate 0.9063)
From my point of view, this is problematic because:
- my account is clearly held in CHF
- the payment was also requested in CHF
- thus no currency conversion would have been necessary
Instead, the amount was apparently converted from CHF → EUR → CHF, resulting in a financial disadvantage – without clear and transparent prior information.
For larger amounts (e.g., over CHF 100,000), this mechanism would lead to significant losses.
Therefore, I have the following questions:
1. Why wasn't the payment processed directly in CHF?
2. Why was a currency conversion performed when it was not necessary?
3. Where is this practice clearly explained in the terms and conditions?
In my view, this is an unnecessary and opaque currency conversion that is disadvantageous to the player.
I request clarification of this case and a possible refund of the difference.
Thank you.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationDear Casino Guru Team
Despite my already detailed and comprehensible statement and the complete submission of all relevant verification documents, the casino continues to repeatedly request the same proof regarding an alleged e-wallet (Paysafecard).
This approach seems particularly contradictory given the casino's own statement in this matter, which already referred to my statements and the information I submitted. Nevertheless, they continue to insist on a requirement that is demonstrably impossible to fulfill.
I have made it unequivocally clear that this specific requirement is objectively impossible to fulfill in my case, as a corresponding e-wallet transaction record in the required form does not exist. This fact is common knowledge and should have been known to the casino as well.
The continued insistence on a document that cannot be provided is therefore not only unfounded, but also contradictory and unfair, and in my view represents a systematic delay in payment.
All identity and payment details relevant for the payout have already been successfully verified and confirmed. No other objective reason for withholding my funds is apparent.
I have already given the casino a final deadline of 5 business days from receipt of my last message. This deadline is currently in effect.
I therefore urge you to take this circumstance into account and to instruct the casino to process the payment of my full balance within the set timeframe and without further delay.
Thank you very much for your support so far.
Kind regards
Sascha Lüscher
Automatic translation:
Public
Public
1 week ago
TranslationDear Playzilla Team
In light of this, I no longer consider myself obligated to fulfill any further identical or objectively impossible requirements. I have fully and demonstrably fulfilled my duty to cooperate.
I will therefore no longer comply with further repeated requests of the same kind and refer in this regard to my documents already submitted and explained.
I request that the verification process be completed based on the information already available and that the payment be made without further delay.
Kind regards
Sascha Lüscher
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationDear Casino Guru Team
Thank you for your support so far.
Enclosed you will find the document containing my final deadline notice. This includes a request for a full resolution of my case and the payment of my credit balance.
Kind regards
Sascha Lüscher
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationDear Casino Guru Team,
I would like to reiterate the contradictory and, in my view, unjustified requirements in Playzilla's verification process.
I was initially explicitly asked to provide proof of my Paysafecard transactions for December 26, 2025. It should be noted that the Paysafecard was purchased with cash at a kiosk and I do not have an e-wallet account (myPaysafe). Therefore, I cannot provide the necessary wallet verification.
Regardless, I have already clearly stated that this Paysafecard transaction is in no way related, either temporally or factually, to the prize in dispute.
The winnings were generated solely through a subsequent credit card deposit, which is clearly identified and fully traceable. A Skrill account was never used for any deposits.
Despite this clear and documented situation, Playzilla continues to impose new or changed requirements that were not previously mentioned and, in my view, have no relation to the actual generation of profits or to verification.
I must state clearly at this point that this approach is no longer comprehensible to me. The repeated and changing requirements increasingly give the impression that the process is being unnecessarily prolonged. It has now reached a point where it is simply no longer acceptable.
I therefore ask you to review the case accordingly and to ensure that the verification is limited exclusively to payment methods actually used and relevant, and that the process is finally completed.
Comment (translated):
Please upload a transaction statement from your Paysafecard wallet in PDF format, covering the period December 2025, showing all transactions and deposits to our casino.
Thank you for your support.
Kind regards
Sascha Lüscher
Automatic translation:
Public
Public
1 week ago
TranslationFinally, I would like to inform Playzilla that if the deadline expires without result, I will be forced to take further steps.
This includes, in particular, the examination and initiation of a criminal complaint as well as the involvement of the relevant supervisory and regulatory authorities.
I expressly prefer an amicable and timely solution, but given the way things have gone so far, I feel compelled to take this course of action otherwise.
Automatic translation:
Public
Public
1 week ago
TranslationAdditionally, I would like to point out that all payments in my case were made via credit cards and are therefore fully documented.
In view of the ongoing delays and the repeatedly changed requirements, which in my view are not objectively justified, I feel increasingly compelled to inform the credit card institutions involved about the situation and to consider possible further steps in this regard.
However, I would like to emphasize that I remain interested in an amicable and timely solution and hope that such an escalation can be avoided.
Automatic translation:
Public
Public
1 week ago
TranslationIn addition, I would like to reiterate that the continued lack of payment, despite the complete submission of documents and my cooperation, is increasingly to be regarded by me as a failure to provide the owed service.
Automatic translation:
Sensitive attachment
Sensitive attachment
6 days ago
TranslationUpdate:
I have given the casino a final deadline for payment, which is currently in effect.
In another message from Oliver, a transaction history for the Paysafecard was again requested.
However, this requirement is objectively impossible to fulfill, as the Paysafecard was purchased with cash and used without an account (myPaysafe) – a personal transaction history does not exist in this case due to system limitations.
All other relevant evidence has been fully submitted and already verified, in particular the credit card used to win the prize.
The entire process is fully documented and completely traceable in the appeal proceedings.
I am now waiting for the deadline to expire. If no solution is found, I will escalate the case accordingly.
Kind regards
Sascha Lüscher
Automatic translation:
Public
Public
5 days ago
Dear Aventador777,
Thank you for your patience while we process your request.
We are awaiting an update from our verification department to expedite the process.
Please accept our sincere apologies for the delay in our response.
We understand that timely communication is important, and we appreciate your understanding.
Kind Regards,
Playzilla Casino Team
