Playzilla Casino - Player's withdrawal has been delayed.

I withdrew 213€ on the 16th january 2025. Nothing happened.

Since then I ask the live chat weekly once when I can expect my money.

Everytime they say that I dont have to worry that they are experiencing technical issues, but I will receive my money.

Now after nearly one month they just cancelled my withdrawal request.

Dear asgarth1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playzilla Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1) No i did not withdrew any money prior to this

2) Playzilla has not asked me to verify yet. When i click on verification it says "at the moment your account doesnt require verification"

3) No i did not use a bonus to win any bets

Dear asgarth1,

Could you please share a screenshot of your payout request fund in your player's profile?

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

1) withdrawal request from january 16th, which was cancelled 1 month later

2) new withdrawal request from february 12th, nothing has happened yet

3) my communication has been through live chat, i dont have them saved anywhere. I was told the same everytime: Dont worry, we have a technical problem, but your money will arrive.

When they cancelled the first withdrawal, they told me to send an email to their support-email which i did.

This is the automatic mail I received on february 12th that they have received my E-Mail.

Since then I have not heard from them.

Best regards.

Thank you very much, asgarth1, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you.

Hello asgarth1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Playzilla Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino having technical problems, but is there a particular timeframe, in which asgarth1 can expect his withdrawal to be processed?

Dear @asgarth1,

We would like to apologize for the delay.

In relation with the withdrawal you refer to, unfortunately has been cancelled due to so many attempts.

Furthermore, we would like to inform you that we are doing our best to complete the current withdrawal as soon as possible.

Kind regards,

Playzilla Casino Team

Dear Playzilla Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until asgarth1 confirms his withdrawal has been paid out.

I just received my money. Thank you for your help.

Dear asgarth1,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Playzilla Casino for their help with mediation. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru