The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. He said the casino had marked the withdrawal as complete, but the money still had not arrived, and he also mentioned other pending withdrawals. We asked for KYC and correspondence details, but he did not respond to our follow-up messages, so the complaint was closed for now due to lack of cooperation.
Playzilla Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Playzilla Casino
Safety Index 8.9 HighCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I have three pending withdrawals at Playzilla, which have now been delayed for almost two weeks. The first was requested on July 21, 2026.
In the live chat, I was repeatedly and explicitly assured that a payout would take a maximum of three days. For one of the payouts, I even received written confirmation that the money was already on its way. Nothing has arrived to this day.
Playzilla no longer responds to my emails at all. I am simply being ignored.
I cannot understand why I am not receiving my rightfully won money – especially since other players I know are receiving their payouts from Playzilla without any problems and completely reliably. My case seems to be deliberately delayed.
I request your intervention so that Playzilla can immediately pay my outstanding balance of €1500. I have attached all supporting documents, screenshots, and communication records.
Best regards
[redacted]
Edited by a Casino Guru admin
Automatic translation:
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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.
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3 weeks ago
Dear zockerGx,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
Dear zockerGx,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
TranslationDear Casino Guru Team,
Thank you so much for your quick reply! Unfortunately, the money still hasn't arrived in my account, even though Playzilla says the withdrawal is complete and should take a maximum of 3 business days. The live chat isn't really helping me and keeps saying the same thing. I also need your help with the other withdrawals. Thank you!
Automatic translation:
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2 weeks ago
Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC (Know Your Customer) verification?
- Have you accumulated your winnings with or without an active bonus?
- Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.
Thank you very much in advance for your reply.
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1 week ago
Dear zockerGx,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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yesterday
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
