The player from Germany faced a withdrawal issue with Playzilla, having requested €150 via Litecoin on February 12, 2025. Despite repeated contact with customer service, he received the same response about the withdrawal being in the final phase since February 18, 2025, and was unable to get replies to his emails or access live chat support. After submitting his complaint, the issue was resolved after one month and 20 emails, with the player confirming that the winnings were finally paid out. We marked the complaint as resolved and appreciated his cooperation.
Playzilla Casino - Player's withdrawal has been delayed for weeks.
Resolved
Our verdict
Case closed
Amount: €150
Playzilla Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
Hello, I am writing to you because your "problem with a withdrawal" function is not working. I withdrew €150 via Litecoin on Playzilla on February 12, 2025, but it seems they have no intention of paying it out because no matter how often I write to customer service, they always say the same thing: I should be patient, my withdrawal is in the final phase, but the final phase has been going on since February 18, 2025. Now 3 weeks have passed and I haven't received any replies to my emails, no matter how many I send, they no longer answer me, I really feel like I've been ripped off. I try to reach the live chat but it's never active, I really don't know what to do, it's only €150 but I really need it urgently.
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1 year ago
Dear Carocasa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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1 year ago
TranslationHello, thank you very much for the quick reply, I had not made a previous withdrawal because it was my very first deposit and subsequent withdrawal.
The KYC procedure is not necessary according to the Playzilla website.
I didn't get a bonus on my winnings. I invested €15 in bets and won €130. Then I played a bit in the casino and ended up withdrawing €150 via Litecoin.
I will send you some photos to your email.
thank you very much again
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1 year ago
TranslationHello, I have sent you the pictures via my alternative email:
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1 year ago
TranslationHello, it has already been resolved, but thank you for your help anyway.
After exactly 1 month and 20 emails the money was finally paid out.
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1 year ago
Dear Carocasa,
We're glad to hear that your issue has been resolved. 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, please 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,
Dominika
Casino.Guru
