The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue was marked as resolved by the player in the complaint system. We confirmed the resolution and closed the case based on the player's confirmation. The player was encouraged to contact us again for any future casino-related issues.
Playzilla Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Playzilla Casino
Safety Index 9.4 Very highCase summary
Discussion
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1 week ago
Translation
Hello Casino Guru Team,
I hereby file an official complaint against Playzilla.
I requested a payment of €500 via bank transfer on May 21, 2026.
The status has remained unchanged at "being processed" ever since.
This constitutes a blatant violation of the casino's own terms and conditions, which stipulate a maximum processing time of three business days. This contractual deadline has now been exceeded by more than three times. Since then, support has been stalling me with automated messages citing a supposedly high workload and falsely claiming that my case has top priority. A deadline I set for June 1st, 2026 at 12:00 PM was completely ignored. According to the employee, everything is fine with my withdrawal and I should be more patient. However, the funds have still not been released. This is clearly a delaying tactic to pressure me into canceling my winnings.
According to the staff, everything is fine with my payout, only the processing will take some more time.
I can prove everything with emails and screenshots.
I ask for your support in resolving this artificial blockage.
Thank you so much for your help!
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1 week 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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1 week ago
Dear LUXEN,
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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1 week ago
TranslationSince I always received my previous withdrawals within a maximum of 3 days (even overnight) in my bank account, and was assured by email that my withdrawal was in order, but it was delayed despite prioritization (due to high withdrawal volume), I decided to contact you after countless emails and multiple requests for a withdrawal. The casino was informed of this intention but unfortunately ignored it.
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1 week ago
TranslationThe payout from May 21st arrived today, June 3rd. I will definitely not be playing at this casino again.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear LUXEN,
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,
Karla
