The player from Switzerland faced issues with withdrawing his funds after he had requested a withdrawal. His account was restricted, and he experienced disproportionate withdrawal limits despite having completed previous successful transactions. Additionally, he was concerned about the downgrading of his VIP status without notice or explanation and insisted on receiving his remaining balance promptly. The Complaints Team confirmed that the player's account verification was complete, allowing withdrawals according to the casino's terms and conditions, which included a maximum monthly withdrawal limit of 7,000 CHF. Due to these limits, the full payout took an extended period. The team acknowledged the player's concerns but clarified that the casino's VIP program and withdrawal policies were at the casino's discretion and could not be altered by mediation. The player was encouraged to monitor the withdrawal process and let us know if the payments were lowered or stopped, and the complaint was marked as resolved following the player's confirmation.
Playzilla Casino - Player’s winnings are being blocked.
Case closed
Amount: 102,003 CHF
Playzilla Casino
Safety Index 9.6 Very highCase summary
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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- Could you specify how much you have successfully withdrawn in the past compared to your current withdrawal request?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
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.
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.
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 
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.
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.
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.
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.
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
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
Aventador777
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
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.
TranslationProof of credit/debit card - Address
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.
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.
TranslationPlayzilla repeatedly requests documents that I have already explained and that cannot exist.
I have uploaded this document.
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.
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
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
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.
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.
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.
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.
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
TranslationI would like to mention something else regarding the demotion of my VIP level:
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
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.
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
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.
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.
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.
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.
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! 🙂
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.
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.
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.
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
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
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
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
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.
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.
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.
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
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
TranslationDear Playzilla Team
Thank you for your feedback.
However, I must point out several key issues which, in my view, do not represent a fair and transparent approach overall:
I submitted my formal complaint on April 27, 2026. According to the casino's own terms and conditions, a response is expected within 10 days.
This deadline has now expired (or is currently expiring) without me having received a substantive statement or a concrete decision. Instead, I continue to receive only general messages of delay without any clear information on the status, the decision, or a binding timeframe.
Furthermore, I find the verification requirements unfair and incomprehensible. Proof is repeatedly requested for payment methods that were either not used or are practically impossible to verify due to their nature (e.g., Paysafecard), even though the winning deposit was clearly made via an already verified credit card.
Additionally, I would like to point out a particularly contradictory behavior:
Despite an existing withdrawal block and open verification, I continue to receive targeted VIP offers and cashback promotions designed to actively motivate me to keep playing.
This combination of restricted access to my balance, ongoing and, in my view, unjustified verification requirements, and simultaneous gambling incentives is, overall, neither fair nor responsible in my opinion.
Furthermore, I get the impression that this approach is not compatible with the usual requirements for a licensed and regulated online casino, especially with regard to transparency, fair treatment of players and responsible gaming behavior.
I therefore expressly request the casino to:
- An explanation as to why the one's own complaint deadline was not met.
- A clear and conclusive statement on verification
- Confirmation that my balance will be paid out immediately.
Otherwise, it must be assumed that there is an unjustified delay in my payment.
Kind regards
Sascha Lüscher
TranslationDear Casino Guru Team
Thank you very much for your work on my case so far.
In addition, I would like to explicitly state that, in my view, the casino's current approach is anything but fair and transparent. The combination of ongoing delays, incomprehensible verification requirements, and simultaneous incentives to gamble constitutes, in my opinion, completely unacceptable behavior.
Regardless, I expressly adhere to the deadline I set and expect my case to be resolved within the deadline as well as the full payment of my balance.
Kind regards
Sascha Lüscher
TranslationI would like to clarify at this point that I have already given the casino a final deadline to clarify and pay out my balance.
This deadline is Friday, May 8, 2026.
In light of the course of events so far, the multiple delays and the failure to comply with the appeal deadline, I see no reason to continue the process indefinitely.
Should no final solution be reached by the end of this period, I will escalate the case accordingly without further delay.
Thank you for your attention.
TranslationDear Casino Guru Team,
I would like to give another update regarding my complaint against Playzilla Casino, as additional inconsistencies have arisen in the verification requirements.
My verification has been running since April 12, 2026, even though all standard documents (proof of identity, proof of address and credit card) have been fully submitted and already approved.
The only remaining requirement is the submission of a "transaction history" for a Paysafecard.
However, there are several serious discrepancies here:
- Specifically, a Paysafecard transaction from December 26, 2025 was requested.
- In later responses, this requirement was extended to the entire month of December.
- At the same time, the casino states in its FAQ that transaction records are "usually required for the last 1-3 months, depending on the verification requirements".
Even taking this wording into account, the demand is incomprehensible:
- Both December 26, 2025, and the entire month of December are clearly outside a relevant timeframe in relation to the verification requirement of April 12, 2026.
- Furthermore, there is absolutely no connection between this Paysafecard and the winnings achieved.
Additionally, it should be noted:
- The profit was achieved solely through a subsequent deposit via credit card.
- This credit card has already been fully verified and accepted.
- The Paysafecard in question was purchased with cash and without an account, therefore no transaction history exists.
This results in:
- The required Paysafecard is irrelevant for the prize.
- This requirement contradicts the casino's own guidelines (1-3 months).
- The demand was subsequently changed during the course of communication.
- The required form of proof is technically impossible to fulfill.
Despite explaining these points multiple times, I still receive no concrete solution, only general standard answers.
I therefore have the impression that the payment is being delayed by impossible and contradictory requirements.
I also ask the Casino Guru team to actively monitor the case and work towards a timely and binding resolution, as the process continues to be delayed despite my full cooperation.
TranslationI explained the situation regarding the Paysafecard to the casino again in writing and proved that a transaction history does not exist in my case, as the card was purchased with cash.
I have fully disclosed all relevant circumstances.
The relevant document has already been sent to the casino. I therefore assume that this matter has been definitively resolved.
TranslationDear Casino Guro Team
The requested document (transaction history) is objectively impossible to provide in my case, as the Paysafecard was purchased with cash and no account exists. This has already been explained several times.
The casino has tried to contact me by phone several times today. I do not engage in discussions over the phone and insist on written communication only.
The deadline set by the casino, or rather by me, expires today. A final solution is still pending.
TranslationDear Casino Guru Team,
I would like to summarize and supplement my current position once again.
It is important for me to emphasize that at no point was it in my interest to escalate this matter to this extent. I acted cooperatively from the outset, submitted all requested and relevant documents completely and on time, and was always interested in a swift and amicable solution.
Unfortunately, in my opinion, the casino did not do the same.
Despite my repeated requests, a requirement (Paysafecard transaction history) was persistently maintained, which in my specific case is objectively impossible to fulfill, as the Paysafecard in question was purchased with cash and no corresponding account exists. I have pointed this out repeatedly and clearly, without receiving any substantive explanation or alternative solution.
Instead, I continue to receive standardized feedback as well as partially contradictory requirements, which unnecessarily prolongs the verification process and, in my view, does not contribute to clarification.
I find it particularly concerning that my account remains restricted for withdrawals, while I am simultaneously being actively contacted with VIP offers and cashback promotions. This behavior seems neither consistent nor compatible with responsible and fair treatment of players.
I have already given the casino a clear deadline for clarification and payment, which has now passed without a final solution.
Against this background, I ask the Casino Guru team for support in further clarifying the case and for an objective assessment of the situation, especially with regard to the still-demanded but unfulfillable requirement.
I therefore request that the casino issue a binding statement no later than the end of the current deadline in the Casino Guru procedure and confirm and initiate the immediate payout of my balance.
Should this not occur, I will be forced to escalate the case without further notice to the relevant licensing authority and other external bodies.
It is still not in my interest to have to take this step, however, under the given circumstances, I see no other option.
Thank you for your support.
Kind regards
Sascha Lüscher
TranslationIn addition, I would like to point out another essential point:
Although the casino still requires proof of a Paysafecard transaction, there is no option to upload such a document in my verification area.
All available upload fields refer exclusively to documents that have already been fully submitted and confirmed as "approved" (proof of identity, proof of address, credit cards).
However, for the specific Paysafecard transaction requested, there is neither a corresponding upload area nor an alternative method of transmission within the system.
This leads to a contradictory situation in which I am required to submit a document whose submission is neither technically intended nor possible.
From my point of view, this represents an additional, objectively incomprehensible hurdle in the verification process and reinforces the impression that the process is being unnecessarily delayed.
Furthermore, I would like to note that the casino repeatedly attempted to contact me by telephone.
However, I expressly insist on exclusively written communication in order to ensure complete, transparent and comprehensible documentation of the entire matter.
TranslationFor better clarity, I would like to briefly summarize the key points of the verification process again:
1. Skrill / E-Wallet
Proof of payment methods was requested, but I never used them. No such documentation exists.
2. Paysafecard
The Paysafecard in question was purchased with cash and without registration.
Due to system limitations, a personalized transaction history or bank statement does not exist in this case.
3. Technical situation
There is no upload option for the required Paysafecard proof in the verification area.
All existing upload fields relate to documents that have already been submitted and approved.
4. Verification status
All relevant documents (identity, address, credit cards) were submitted in full and confirmed as "approved".
5. Current objection
Despite fully approved documents and no possibility of further submission, payment continues to be withheld.
I hope this summary makes it easier to assess the facts.
Thank you for your attention.
TranslationQuick update:
The deadline I set for payment has now passed without result. A corresponding final notification has been sent to the casino.
I will not accept any further delays or new demands. The case is currently undergoing additional legal review.
TranslationDear Playzilla Team
All requested verification documents were fully submitted and approved.
An additionally requested Paysafecard transaction overview is objectively unobtainable, as the card was purchased with cash and without a registered account.
The live chat confirmed that payouts are generally possible, without specifying any further requirements.
However, no payment is made and no clear conditions are stated.
TranslationDear Casino Guru Team
I also forwarded the case to my VIP manager, Oliver, and requested clarification and immediate payment.
TranslationFurthermore, my account has been blocked for several weeks now, as the attached screenshot shows. I demand its immediate unblocking and the immediate payment of my balance of CHF 102,003.86.
Casino Guru, I would be grateful if you could help me clarify this.
TranslationUpdate on the case – Contradictory behavior of the casino
While my payout continues to be withheld without any concrete explanation, I am simultaneously receiving ongoing targeted VIP offers and gaming incentives from the casino.
These offers explicitly mention my current balance of CHF 102,003.86 and use it as the basis for further gaming activity.
That means:
- The casino effectively recognizes the credit balance.
- At the same time, I am being refused payment of this credit balance.
In addition, I am actively encouraged to continue using or gambling away this credit (e.g. through cashback and VIP offers).
In my view, this behavior is contradictory and raises significant questions regarding the fairness and transparency of the procedure.
Therefore, as part of this complaint, I expressly request the casino to comment on the following point:
- How does the casino justify blocking payouts while simultaneously creating targeted incentives?
TranslationDear Casino Guru Team
Thank you so much for your support so far.
I would like to reiterate that, in my view, the case has now developed significantly beyond a normal delay:
- My account has been blocked for withdrawals since April 12th, without any specific reason being given to me.
- All requested verification documents were fully submitted and approved.
- In the live chat, it was explicitly confirmed to me that a payout is generally possible and that there are no further requirements.
- At the same time, the payment remains blocked without any comprehensible explanation.
- In addition, I continue to receive targeted VIP offers where my balance is actively used as a basis for further gaming.
From my point of view, this is clearly contradictory and potentially unfair behavior.
I would therefore like to ask you to no longer treat the case merely as an open clarification, but to actively evaluate it and consider appropriate measures if the casino does not provide a clear and reasoned statement.
Thank you so much for your support.
Kind regards
Sascha Lüscher
Dear Aventador777,
We are currently awaiting further instructions from our Verification Department. Please be reminded that your withdrawals as full account verification is required before we can process the funds.
I have sent a follow-up request to the department to expedite this process for you.
Thank you for your continued patience and cooperation.
Best Regards,
Playzilla Casino Team
TranslationDear Casino Guru Team,
I am contacting you to clearly and completely explain the current status of my case.
My account has been fully verified. All documents requested by the casino have been submitted and demonstrably approved. There are no outstanding requirements for account verification.
However, my account remains blocked for withdrawals. When I attempt a withdrawal, the message "The specified user has been blocked" appears. Therefore, a withdrawal is technically impossible.
This situation directly contradicts statements made by live support, who explicitly confirmed to me that no further documents were required and that a payout was generally possible.
Furthermore, during the course of the proceedings, repeated requests were made which, in my view, are unjustified. This particularly concerns transaction records for payment methods that were either not used or are irrelevant.
For example, a Paysafecard transaction was used that is neither temporally nor substantively related to the winnings in question. According to the casino's own guidelines, such proof is generally only required for the last 1–3 months . However, the transaction in question falls outside this timeframe and is therefore unsuitable as the basis for further verification requirements.
The disputed profit was obtained exclusively through a clearly traceable deposit via credit card, which has already been successfully verified .
Another critical point is the process following my payout request:
Shortly after my request, my account was asked to be verified and my VIP status was significantly downgraded . The stated reason (inactivity) is demonstrably incorrect and was not consistently applied previously. This resulted in a subsequent deterioration of my withdrawal conditions .
Furthermore, my complaint was submitted on April 27, 2026. According to the casino's published guidelines, it should be processed within 10 days . This deadline has passed without a conclusive or comprehensible resolution.
What is particularly serious is that, despite the existing withdrawal ban, I continued to receive targeted VIP offers and gambling promotions . This clearly contradicts the principles of responsible gambling and raises serious questions regarding compliance with licensing requirements.
In this context, it should also be noted that the casino itself states that, within the scope of its license, it takes all necessary steps to resolve player complaints fairly and transparently. The described behavior – in particular the blocked payout despite completed verification , contradictory statements, the ignoring of essential points, and the exceeding of internal deadlines – is, in my view, not in accordance with these obligations.
In summary:
- Verification fully completed
- no open requirements
- Withdrawal still blocked
- Contradictory statements from support
- Request for irrelevant or outdated proof of payment
- Subsequent deterioration of the payment conditions (VIP status)
- Exceeding the 10-day processing period (complaint dated April 27th)
- Sending VIP offers despite a restricted account
- Behavior incompatible with the principles of responsible gaming and licensing requirements
I remain interested in a factual and goal-oriented solution and expect the full payment of my balance of CHF 102,003.86.
I therefore ask you to examine this case accordingly.
Thank you for your support.
Kind regards
Sascha Lüscher
TranslationImportant update:
Dear Casino Guru Team
Despite confirmed and completed verification by live support, my account remains blocked.
When attempting to request a payout, the following error message appears: " The specified user has been blocked ."
Please note the date shown in the attached screenshots.
Under these circumstances, the casino's current approach seems incomprehensible and increasingly unfair to me, especially in light of the contradictory statements and the account closure despite completed verification.
My account has a balance of CHF 102,003.86, which I have won legitimately.
I hereby request the immediate release of my account and the immediate payment of the full balance of CHF 102,003.86.
TranslationI request your assistance as the payment is obviously being delayed.
TranslationDear Playzilla Casino Team
Thank you for your feedback.
However, your current statement directly contradicts the information I previously received from your live support, which explicitly confirmed that my verification is complete. Furthermore, all submitted documents are marked as " approved " in my account. marked.
Against this background, I cannot understand why my account remains blocked and why I receive the message " The specified user has been blocked " when attempting to withdraw funds.
I therefore request that you provide a clear and specific explanation for the existing account suspension.
Please tell me in detail:
- what the exact status of my verification currently is,
- which specific requirement is allegedly not yet fulfilled
- why my account is listed as "blocked",
- as well as a binding timeframe for the full release of my account and my payout.
If no plausible explanation is provided, I must assume that the delay is unjustified.
According to your own FAQ, verification should be completed within 24–48 hours. In my case, this process has been ongoing since April 12, 2026 , which is significantly longer than stated and incomprehensible to me.
I expect a timely and concrete statement.
Kind regards
TranslationAdditionally, I would like to point out that my deposits and withdrawals were processed through various third-party providers in different countries.
My deposits were made to companies such as NOVAFORGE LTD (Cyprus) and ZENTORIA LIMITED (Ireland) , while withdrawals were processed by other payment service providers such as Inpay A/S (Denmark) and Truenorth Payments Corp. (Canada) .
For me as a player, this structure is not transparent, as there is no clear assignment between the Playzilla platform and the respective payment providers.
Against this background, it seems all the more incomprehensible to me that my withdrawal is currently blocked, even though deposits are accepted and previous withdrawals have already been successfully processed.
I therefore request a clear explanation of how this payment structure is organized and for what specific reason my payment is currently being refused.
TranslationDear Casino Guru Team
Despite an active withdrawal block or restriction on my account, I continue to regularly receive personalized VIP offers via email.
As can be seen in the attached screenshot, I am being specifically addressed as a "VIP player" and encouraged to place further bets (e.g., cashback promotions). This is in clear contradiction to responsible gambling and the existing payout policy.
I find it problematic and inappropriate that the casino continues to actively encourage me to make deposits or play, while at the same time restricting or delaying my withdrawals.
Furthermore, I would like to explicitly state that I am no longer willing to stand idly by and watch this situation continue. I expect a timely and transparent solution within the framework of the ongoing complaints process.
This approach seems unprofessional to me.
TranslationAdditionally, it's highly questionable that I'm being addressed as a "VIP player" when I'm only at level 1 (sudden demotion) – as far as I know, there's no VIP status at that level. 😂
This further reinforces my impression of an untrustworthy casino!
Dear Playzilla Casino,
Please update us about this case whenever possible.
Thank you.
Respectfully,
Romi
TranslationI explicitly no longer accept the current situation.
Despite having already submitted all relevant evidence and receiving confirmation in the live chat that my verification is complete, I continue to receive conflicting information regarding my verification status.
All requested documents (proof of identity, proof of address, and credit card verification) have already been fully uploaded to my account and marked as "approved." Nevertheless, my account is still listed as "not verified." This discrepancy is incomprehensible to me.
Additionally, I was asked to provide proof of a Paysafecard, even though this has no connection to the winnings and has been explained several times. The entire winnings were demonstrably generated solely through my subsequent credit card deposit of CHF 400.00.
Furthermore , I am no longer even able to upload any more documents!
I am asking Casino Guru for support.
TranslationI'm no longer accepting this textbook-based approach! 🙂
TranslationDear Playzilla Casino Team
Since no satisfactory solution has been reached so far, I feel compelled to escalate the case.
The entire matter is fully documented and has been prepared for further legal review. The complete, detailed documentation will be handed over to a lawyer.
Furthermore, I find Playzilla's behavior towards a long-standing customer to be highly disrespectful and inappropriate . I have always been cooperative until now, but that ends now.
I therefore request, for the last time, that you make the outstanding payment of CHF 102,003.86 immediately.
Should the matter not be resolved immediately, I expressly reserve the right to file a criminal complaint.
In this case, you can deal directly with the lawyers involved in the future.
Thank you for your attention.
Kind regards
Sascha Lüscher
TranslationDear Playzilla Casino Team
In order to clarify the facts in a structured manner, I request that you address each of the following points specifically and individually:
1. Reason for inactivity / VIP demotion
Please provide a comprehensible explanation as to why alleged inactivity is being used to downgrade my VIP status, even though no downgrade occurred during the period 07.01.2026 – 31.03.2026 and this only took place in direct temporal connection with the verification request of 12.4.2026.
2. Verification / Additional Requirements
Please explain why, after submitting all standard documents, additional evidence (especially Skrill/e-wallet and Paysafecard transactions) was repeatedly requested, even though these payment methods were demonstrably not used in a way that contributed to the profit.
3. Paysafecard proof
Please explain how I am supposed to provide proof of transaction for a Paysafecard that was purchased with cash and without an account, and for which technically no transaction history exists.
Furthermore, I request an explanation as to why non-existent proof is still being demanded, despite this having been communicated multiple times.
4. Relationship to profit
Please explain how the requested Paysafecard is factually related to the winnings achieved.
5. Contradiction to own guidelines
Please explain why:
- initially a single transaction (26.12.2025) was required,
- this requirement was later extended to the entire month,
- although your own FAQs state that usually only the last 1-3 months are relevant.
6. Verification duration
Please explain why the account verification has been ongoing since April 12, 2026, even though, according to your own statement, it should be processed within 24–48 hours.
7. Blocked payout
Please explain why, despite the complete submission of documents, no payment was authorized and instead the account was blocked.
8. VIP Downgrade and Payout Limits
Please explain why the downgrade of VIP status (Level 4 → Level 1) only occurred after a verification request and directly led to a reduction in payout limits.
9. Parallel behavior
Please explain the contradiction that:
- the payout is blocked,
- VIP offers and cashback promotions will continue to be sent at the same time.
10. Complaint procedure / Exceeding the deadline
Please explain why:
- on the formal complaint of 27.04.2026,
- the final deadline of May 3, 2026,
- as well as the deadline set for May 8, 2026
No timely and sufficient response has been received, even though your own guidelines stipulate a response within 10 days.
I expect a complete and specific answer to all the points mentioned above.
General or evasive answers without reference to the individual points will be evaluated accordingly.
Please note that all communication and your statement will be documented and made available to the involved legal representatives as part of the further legal review.
I also ask the Casino Guru team to review the following statement from Playzilla and evaluate it within the framework of the complaint procedure.
Kind regards
Sascha Lüscher
TranslationTo clarify:
The matter is already being handled by legal counsel. A corresponding advance payment has been made, and the complete documentation, including the chronological timeline and all supporting documents, has been handed over to the involved legal representatives.
Regardless, it must be noted that despite completed verification, approved documents , and multiple requests, no payment has yet been made.
I therefore request one last time that the Playzilla Casino team provide a concrete and complete statement on the above points and immediately initiate the outstanding payment of CHF 102,003.86 .
Dear Aventador777,
We are pleased to inform you that your Playzilla Casino account has been successfully verified.
You can now request withdrawals in the dedicated section of the website.
Thank you for your patience and cooperation throughout the process.
Kind Regards,
Playzilla Casino Team
TranslationDear Casino Guru Team
Shortly after verifying my account, I was contacted by an alleged VIP manager with a cashback offer.
This seems questionable to me, as I am only at level 1 (beginner) and a VIP manager is not usually provided.
The casino's behavior seems increasingly questionable to me and is no longer comprehensible.
Thank you, dear Playzilla Casino, for the update.
Dear user,
Please inform us whenever you receive your money.
Regards,
Romi
TranslationDear Romi,
Thank you for your feedback.
I would like to clarify that I have not yet received my money. Due to the currently applied withdrawal limits, the full payout of my balance of CHF 102,003.86 would take more than 14 months , which I do not accept under the given circumstances.
Furthermore, it is particularly concerning that Playzilla Casino has not yet addressed several of the points I raised. This lack of response further reinforces my doubts about the transparency and fairness of the entire process.
Especially in light of the subsequent downgrading of my VIP status , the exceptionally long verification period of 40 days , and the inconsistent application of the 90-day rule, I consider this procedure unacceptable.
I therefore request that you continue to actively review my complaint.
I therefore request that you specifically ask Playzilla Casino to make the immediate payment of my entire balance of CHF 102,003.86 in a single transaction.
Thank you for your support.
Kind regards
Sascha Lüscher
TranslationAttached is my current correspondence with the casino for your information.
I maintain my demand that, under the given circumstances, my credit balance of CHF 102,003.86 should be paid out promptly and in full.
Thank you for your support.
Kind regards
Sascha Lüscher
TranslationDear Playzilla Casino Team,
Thank you for your feedback.
Unfortunately, your response does not address the points I raised. You merely confirm the successful verification of my account and the possibility of withdrawal, but you do not address any of the specific issues I mentioned.
I therefore confirm that all verification requirements on your part have been met and that there is nothing standing in the way of my claim for payment.
Considering all the circumstances of this process – in particular the repeated and partly impossible verification requirements, the significant delays, the temporary blocking of the payout, and the subsequent VIP downgrade with the resulting reduction in payout limits – any further delay or payment in installments is unacceptable.
I therefore request that you make the payment of the full amount of CHF 102,003.86 immediately and without further delay in a single transaction.
I am setting a deadline of June 5, 2026 at the latest for this.
My bank details (payments made before the block) are already available to you and should be used for the transfer.
Should the payment not have been made by this time, the matter will be handed over to my already involved lawyer without further notice.
At the same time, I ask the Casino Guru team to assess the conduct of Playzilla Casino in this complaint procedure, particularly with regard to the lack of a substantive statement.
Thank you for your attention.
Kind regards
Aventador777
TranslationI contacted the casino again today and set a deadline of June 5, 2026 for full payment.
I hope to finally bring this matter to a close and thank you for your support.
Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.
Dear Aventador777, if I understand this situation correctly, you have passed the KYC verification process and are able to withdraw the money. So that part of the issue has been resolved.
As for the withdrawals, according to the casino's terms and conditions tht you have agreed with upon signing up, the maximum monthly withdrawal limit is 7,000 CHF per month.
I am aware that would make your withdrawal take over a year, but as long as the casino allows you to withdraw stated amount, there is not much else we can do.
Dear Playzilla Casino, given the disputed amount's large size, is there any chance to temporarily increase your monthly withdrawal limit, to speed up the process, in this case? Thank you.
TranslationIn my view, Casino Guru's statement is insufficient and fails to address the essential points of the case. In particular, the chronological development of the facts (timeline) was completely disregarded, even though it clearly demonstrates the inconsistencies in the casino's actions.
Instead of a thorough review of the content, there is merely a general reference to terms and conditions, without considering the specific processes and irregularities in their temporal context.
With all due respect: A casino that violates its own guidelines and terms and conditions cannot simultaneously invoke those very same guidelines.
I therefore expressly adhere to my previously set deadline and my demand for full payment of the total amount.
My legal representative is already involved in the matter. After the deadline has passed, I will be forced to hand the matter over to the relevant external authorities for further legal action without further notice.
I will no longer accept further discussions or blanket references without a concrete, case-specific solution. The sole determining factor is the timely and complete payment of the outstanding amount of CHF 102,003.86.
Thank you for your attention.
Kind regards
Aventador777
TranslationProof of the already appointed legal representation.
TranslationI would also like to mention that, due to the course of events so far and the repeatedly contradictory and delaying approach of Playzilla Casino, I do not accept partial payments or staggered payouts, as otherwise further delays or problems are to be expected in the future.
The entire course of action towards a long-standing and loyal customer is unacceptable in this form.
Dear Aventador777, after re-reading the whole thread and your recent posts, I feel like any kind of mediation is pointless, as you have already made your mind and are taking legal steps towards the casino. I will address each point one by one, for clarity:
- Lowering of your withdrawal limits
This happened due to downgrading your VIP level, and is a common occurence after players win big. While you were actively playing, your VIP level rose and stayed up. Afte ryo uhave won a lot of money, you stopped playing as much, you no longer qualified for the VIP status and it has been downgraded accordingly. While I agree the casino should be keeping your withdrawals limits equal to the VIP level you had when the win occured, however casinos do not operate on that level and as a mediator I can't "make them". VIP club is somethign the casino made up and therefore is fully in their power to set the rules. One of the rules is that yo umust keep wagering to stay within the current VIP level. You could refuse to sign up for VIP club or opt out at any point. By staying in the club, the rules must be adhered to.
- Problematic KYC
I acknowledge difficulties during the KYC process, however I have neglected to mention them, as the issues have been solved. You have passed the KYC verification process and this part of the complaint has been now resolved.
- Legal action taken
By involving a lawyer, you practically rendered any mediation impossible, as mediation is a mid-step before a lawsuit, where both sides try to reach an agreement. Threatening with lawsuit is not something I can mediate and can push the other side to silence, awaiting a legal response.
- Demanding a single payment
To manage your expectations correctly and to be the bearer of bad news - this will not happen. Casino's terms clearly states the maximum daily withdrawal limit is 500 CHF and the monthly withdrawal limit is 7,000 CHF. These are the terms you have agreed to by signing up for an account, and there is no lawyer in the world that can do anything about it.
As a mediator, I can ensure the casino adheres to their own terms and conditions and keeps processing your refunds according to the daily and monthly limits. Unfortunately, due to your demands and threats, I am afraid I won't be able to persuade the casino representative to any goodwill gesture or speeding up the payments, however I will do my best to try.
While waiting for the casino repsonse, please let me know if the withdrawal limits are being adhered to, or not. Thank you.
TranslationDear Casino Guru Team
Thank you for your feedback.
I was more than cooperative throughout the entire process, but at some point, a limit is reached.
With all due respect, if the casino's behavior – especially the timing – is acceptable to you, I'm honestly speechless. The complete timeline was provided to you, including all attachments.
This clearly shows that no activity whatsoever took place between January 7, 2026, and March 31, 2026, without any reduction in VIP level. Only after renewed activity, a deposit, and a win on April 7, 2026, did this argument suddenly become relevant. In my view, this clearly contradicts the casino's stated reasoning.
Additionally, I would like to point out that discrepancies already arose with the first withdrawal request on April 7, 2026. Although a withdrawal of CHF 1,000 was requested and the account is held in CHF, only approximately CHF 979.93 was actually credited.
I cannot understand why a currency conversion took place at all. It appears that an internal conversion (CHF → EUR → CHF) was performed, resulting in a loss. This procedure has not been presented transparently or comprehensibly.
The KYC process alone took 40 days, which in my view is absolutely unacceptable.
Furthermore, I would like to explicitly state that Playzilla has not responded to any of my complaints.
Kind regards
Aventador777
TranslationDear Matej, I acknowledge your answer, but I must strongly disagree.
You yourself acknowledge that the payout limit should actually be based on the VIP level at the time of the win – but simultaneously accept that the casino deviates from this. This is precisely the problem, and you fail to resolve this contradiction.
My central point – the complete timeline – was once again ignored. This clearly shows that there was no activity for an extended period without any downgrade. Only after the win did this aspect suddenly become relevant. There is still no concrete explanation for this.
The KYC process, which takes 40 days, is simply dismissed as "completed," even though this delay plays a crucial role in the payment process.
The claim that involving a lawyer made mediation more difficult places the blame solely on me. In fact, this step was only taken after repeated disagreements and a lack of clarification.
Overall, the impression remains that my arguments and evidence – especially the timeline – are not being taken into account in the evaluation.
I therefore request once again a factual and complete examination of the facts I have presented.
TranslationIn addition, I would like to point out that my lawyer is currently reviewing all guidelines, FAQs and terms and conditions of Playzilla Casino in detail, especially with regard to their actual application in the present case.
I would like to clarify that my statements are neither threats nor unreasonable demands, but rather an objective presentation of the facts and my justified position.
I would like to emphasize once again that I remain interested in a factual solution that is satisfactory for all parties.
Thank you!
Dear Aventador777, I have not specifically mentioned things that are either explained in caisno's T&C or ones I have no control over, and can't mediate. And since the complaint is still ongoing, I can't post haste decisions and speculations. But I will try to explain some points furhter, for clarity:
You yourself acknowledge that the payout limit should actually be based on the VIP level at the time of the win – but simultaneously accept that the casino deviates from this. This is precisely the problem, and you fail to resolve this contradiction.
There is a difference between what we, at Caisno Guru, would like to see as industry standards, and what the standards actually are. While we would love to see player's VIP status taken into account when withdrawing large winnings, the industry standard is set that maintaining the level requires certain conditions to be met constantly. And since I am not a judge, or licensing authority, I cannot make the casino change their VIP club membership conditions. It is something we do not like, but can't really enforce, except speak up against it.
Very important fact is that VIP club in any casino is basically a bonus provided by the company, and as such they can make the rules however they want. It is up to you - the player - to decide whether you like the conditions and join the club. Nothing is forced upon you. To continue with this pint, I will also mention your other issue:
My central point – the complete timeline – was once again ignored. This clearly shows that there was no activity for an extended period without any downgrade. Only after the win did this aspect suddenly become relevant. There is still no concrete explanation for this.
This clearly shows that no activity whatsoever took place between January 7, 2026, and March 31, 2026, without any reduction in VIP level. Only after renewed activity, a deposit, and a win on April 7, 2026, did this argument suddenly become relevant. In my view, this clearly contradicts the casino's stated reasoning.
This is all explained in the caisno's T&C you have agreed to when signing up for an account, and therefore I have not addressed it. Point 6.12 states:
- 6.12 The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.
Unless I have misinterpreted your statement, it corresponds with your timeline that for three months your acount has been dormant, and the VIP level has been adjusted once you resumed gameplay.
The KYC process, which takes 40 days, is simply dismissed as "completed," even though this delay plays a crucial role in the payment process.
This is up to the casino to explain, and I am still waiting for their response. Therefore, I can't comment on this point. It doesn't mean it was "dismissed", but it may not have much of an impact on further mediation, since the process has been finished successfully. This depends on the response from the casino representative.
The claim that involving a lawyer made mediation more difficult places the blame solely on me. In fact, this step was only taken after repeated disagreements and a lack of clarification.
We always recommend waiting with involving lawyers as a last resort, once the mediation is finished - or fails. From my experience, many casinos refuse to mediate furhter, once the lawyers are involved. Also, many players spend too much money on lawyers, who will eventually say casino is acting within thier terms and still get their fees, so in the end players are left with the same result, but with law firm fees on top of it.
Overall, the impression remains that my arguments and evidence – especially the timeline – are not being taken into account in the evaluation.
I am sorry you feel this way, it was not my intention. I am still collecting evidence, waiting for casino's response, and therefore can't comment on everything, until I know what is happening. Making hasty statements that I would have to later retract would be unprofessional, and could be unfair towards either yourself or the casino. For now, I am just triying to explain reasoning behind certain steps the casino made, based on my experience.
This was intended to give you some clarity and manage your expectations correctly, as some assumptions have been made on your end, that I know will most likely not be coming to fruition, no matter how much I try, and whether the lawyer gets involved or not. Like your request for the payment to be made in one chunk. For now, I will stop responding and will wait for the casino to share information and evidence from their point of view, then I will provide further update.
Dear Playzilla Casino, can you please let me know what caused the delays during KYC verification process, and why the conversion between CHF and EUR happened upon player's recent withdrawal, if that was not the case in the pase? Any sensitive information can be shared via e-mail (matej.l@casino.guru) and will not be shared publicly or forwarded. Thank ozu for zour time and cooperation!
TranslationDear Matej
The casino's stated reason of "inactivity" has, in my view, not been applied consistently. It has been proven that there was already a prolonged period of inactivity between January 7, 2026, and March 31, 2026, during which my VIP level was not downgraded.
Only after I became active again, made a deposit, generated winnings and finally requested a withdrawal on April 11, 2026, was my account reviewed, verification requested and immediately afterwards my VIP status downgraded from Level 4 directly to Level 1.
This sequence suggests that the inactivity rule was not applied continuously or automatically, but selectively only in connection with a payout. Such retrospective application of rules, especially after a win and in direct connection with a payout request, raises serious doubts about the fairness and consistency of the procedure.
Furthermore, a withdrawal freeze was in place during the verification process, lasting for 40 days . During this time, I was unable to freely access my funds. This delay also significantly extended the overall time it took to withdraw my funds due to the applicable daily and monthly withdrawal limits.
What's particularly concerning is that during this phase – i.e., while verification was ongoing, withdrawal options were limited, and delays were already present – I repeatedly received targeted bonus and cashback offers. These offers were designed to encourage further gambling ( gambling away money, yes – withdrawing it, no ) and were sometimes tied to high wagering requirements.
Overall, this creates the impression that, on the one hand, the payout of my balance was delayed and restricted, while at the same time, active incentives were created to continue using the existing balance. This interplay of withdrawal restrictions and simultaneous encouragement to gamble represents, in my view , contradictory and disadvantageous behavior for the customer .
Rules must not be selectively applied only when they financially benefit the casino . Likewise, it is unacceptable for a payout process to be prolonged by internal audits, restrictions, subsequent status changes, and parallel gaming incentives in a way that disproportionately disadvantages the customer.
I therefore believe that a rule which is not applied at the time it comes into effect, but only subsequently in the context of a payment, cannot be interpreted as transparent and fair business terms.
In conclusion, I would like to emphasize how much I appreciate the support and neutral mediation provided by Casino Guru . I understand that you must operate within the existing legal framework, and I am grateful for the careful review of my case.
Thank you.
Dear Aventador777,
Thank you for your patience. We understand your frustration regarding the Verification delay; please be assured that our team has been working diligently to process your verification.
The delay was primarily due to an unusually high volume of incoming requests.
Please note that the amount of total balance in an account does not alter our standard processing procedures. Consequently, we are unable to facilitate a single withdrawal of your full balance. All transactions must be processed in alignment with the timeframes outlined in Section 6.11 of our T&Cs that you have accepted during the registration on the website.
While we sincerely regret your dissatisfaction with this outcome, please be advised that this remains our position on the matter.
Regarding your inquiry about conversion fees, our company does not apply any fees to transactions. We kindly advise you to contact your banking institution for further clarification on processing fees.
Best Regards,
Playzilla Casino Team
TranslationThank you for your statement.
First, I'd like to address the withdrawal restrictions. I find it incomprehensible why my withdrawals are currently so limited, especially since this situation only arose after my significant win. Additionally, my VIP status was downgraded (from Level 4 Master directly to Level 1 Beginner), which gives the impression that the withdrawal conditions were changed retroactively to my disadvantage.
I therefore request a clear explanation:
- On what basis were these payout limits set?
- Why these conditions apparently only became stricter after my win
- Whether an adjustment or increase of the limits is possible
Furthermore, I would like to reiterate the problem of currency conversion.
My gaming account is held in CHF, and I explicitly requested a withdrawal in CHF. However, the withdrawal was processed in EUR and then converted back to CHF, resulting in a financial loss for me.
The statement that no fees were charged is insufficient in this context, as the chosen method of processing has in fact resulted in indirect costs. These are neither transparent nor comprehensible to me.
I therefore request additional clarification:
- Why withdrawals from a CHF account are not processed directly in CHF
- Why the transaction was carried out in EUR
- Will future payouts be possible without currency conversion (directly in CHF)?
Overall, it appears that both the payout conditions and the payment processing are to my disadvantage. I therefore request a comprehensive and transparent clarification of these points.
Thank you.
TranslationIn addition to my previous letter, I would like to state:
Given the numerous outstanding issues, the repeated delays, and the inconsistent and incomprehensible measures taken (especially the downgrading of VIP status, payment restrictions, and the ongoing request for irrelevant documents), I have completely lost confidence in your company.
Therefore, I will no longer play at your casino in the future.
With all due respect, I would like to point out that such a procedure – especially in dealing with long-standing customers – is incomprehensible from a business perspective.
I do not accept the withdrawal restrictions you have set, but I am currently using them exclusively to withdraw my balance gradually.
TranslationDear Matej
The casino's most recent response is limited to a generic standard statement ("we stand by our position") and does not address the points I detailed.
The present response should therefore be considered evasive, inadequate and uncooperative .
Furthermore, it should be noted that no substantive comments were made on any of the other points of the ongoing appeal proceedings.
I request that this circumstance be taken into account during the case assessment.
Kind regards
Aventador777
TranslationDear Mr. Matej
I would like to point out that your question regarding a possible increase in the payout limit by the casino has so far remained unanswered.
I would be grateful if you could revisit this point.
Kind regards
Aventador777
TranslationReferring to the last statement from Playzilla Casino, I would like to add that according to the system, my account is now fully verified and all submitted documents have been approved.
Against this background, I cannot understand why delays in connection with the verification process are still being cited.
I would like to thank both sides for provided statements.
Dear Aventador777, can you confirm whether you are currently being able to withdraw the money as stated within the casino's terms: 500CHF daily and 7,000CHF monthly?
TranslationDear Matej
I would like to fully clarify my situation, as there are several serious problems.
Firstly, I haven't received a single withdrawal yet. Several withdrawal requests have been stuck in "pending" status for days, even though the casino's terms and conditions state that processing should take place within 3 business days. The first withdrawal has already reached or exceeded this deadline. Therefore, I cannot confirm that withdrawals are currently working.
Secondly, the payout limits of CHF 500 daily and CHF 7,000 monthly are extremely low in relation to my balance of over CHF 100,000 and result in an unreasonably long payout period.
Thirdly, and most importantly: My VIP level was downgraded from level 4 to level 1 on April 15, 2026, allegedly due to inactivity. However, this inactivity had already existed without any consequences. The downgrade only occurred after the verification and payout phase had begun.
This subsequent downgrade significantly reduced my payout limits (from CHF 1,000 daily / CHF 15,000 monthly to CHF 500 daily / CHF 7,000 monthly).
This leads to a massive extension of the payout period from approximately 7 months to over 14 months.
In my view, this represents a subsequent deterioration of the conditions.
I therefore request a clear clarification:
- Why has no payment been processed yet?
- Why did the VIP demotion occur at precisely this time?
- And whether this approach is compatible with fair casino practices.
Additionally, I would like to point out that the situation has not improved despite my previous statements. Therefore, I also question how long Casino Guru intends to continue to stand by and watch without actively intervening under these circumstances.
Kind regards
Aventador777
TranslationAdditionally, I would like to point out that previous payouts (5 x CHF 1000) were always credited to my account on the next business day. Only after my user account was blocked and the subsequent verification request were the payouts significantly delayed.
The current situation therefore represents a clear and, for me, incomprehensible deviation from the previous course of events.
TranslationDear Matej ,
My suggestion has not yet been addressed.
I have already proven that my account has been fully verified since May 22, 2026, and all documents have been approved. Nevertheless, delays related to the verification process are still being reported (latest statement from Playzilla Casino).
The current communication seems contradictory to me, as on the one hand there are references to delays in verification, even though this has demonstrably already been completed.
This makes it considerably more difficult for me to understand the situation.
TranslationDear Casino Guru Team
Could you please check and inform me under which regulatory authority or license PlayZilla is actually operated?
If a valid license exists, please provide the name of the responsible authority, the license number, and the official contact point for complaints so that I can submit a complaint directly to the relevant supervisory authority.
Thank you for your support.
Dear Playzilla Casino, I appreciate the high volume of payments that needs to be processed on your end, however the terms and conditions state the withdrawals as 500CHF daily and 7,000CHF monthly. If this is no longer applicable, please let us know of the new values, so we can amend the information within our review accordingly.
Given the large amount the player is withdrawing, not adhering to the official withdrawal limits may lead to the case being closed as unresolved, which would negatively impact the safety index. Thank you for your understanding and cooperation.
Dear Aventador777, I appreciate your position and how stressfull the situation is, however once again I would like to ask you to stop spamming this thread. It makes it extremely difficult to look up information and if this trend continues, I will be forced to reject this complaint due to lack of cooperation from your side.
I believe I have answered the above questions sufficiently in my previous posts, soI will not repost them here, to keep the message at minimum length necessary.
Lastly, if you insist on raising this issue with the licensing authority, I can give you necessary links and information what to do. However, this will render any further mediation impossible, as whatever we agree upon here, can be later overruled by the authority. Please, let me know if you really want to escalate this to the casino's licensor, and I will provide further details. Thank you for your understanding.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Aventador777,
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,
Matej
