The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings had not been received yet. The complaint was raised due to a 14-day delay in withdrawal processing and unsatisfactory communication from the casino. We advised patience and cooperation with the casino during the processing period, which could take up to 14 days. The player later marked the complaint as resolved, indicating that the issue had been addressed.
Playzilla Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Playzilla Casino
Safety Index 8.9 HighCase summary
Discussion
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1 month ago
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Playzilla payout delay (violation of own terms and conditions)
Dear Casino Guru Team,
Playzilla is delaying my withdrawal again. I requested a withdrawal on Thursday, June 18th at 4:12 PM, and it hasn't even begun to be processed after three business days. While the live chat confirmed hours ago that my request was being processed, email support is no longer responding.
My previous request was processed without reason, only after 13 days.
Due to the previous incident, support was already informed about the prior block (flag) including a deadline for today, which was ignored without result. Please urgently investigate this case.
Best regards
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1 month 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 month 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 month ago
TranslationDear Casino Guru Team, I opened the case after the terms and conditions guidelines had expired.
1. The casino creates guidelines that are binding for players and operators.
2. My last payment took an unacceptable 13, or rather 14 days (after application) without any explanation.
3. Emails regarding outstanding payments are either answered with pre-written text snippets or completely ignored. Chat support relies on positive feedback "with false promises."
4. Since the casinos know that you will receive at least 14 days' grace period to process the payment, this time will be fully utilized.
5. Subsequently, the complaint is closed as "resolved" and the high rating remains in place.
Having played at Playzilla for quite some time, I can confirm that the casino has changed significantly for the worse (payouts, support).
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1 month ago
TranslationDear Casino Guru Team, I opened the case after the expiry of the terms and conditions guidelines (3 working days).
1. The casino creates guidelines that are binding for players and operators.
2. My last payment took an unacceptable 13, or rather 14 days (after application) without any explanation.
3. Emails regarding outstanding payments are only answered with pre-written text snippets. Chat support is hoping for a positive review "with false promises."
4. Since the casinos know that you will receive at least 14 days' grace period to process the payment, this time will be fully utilized.
5. Subsequently, the complaint is closed as "resolved" and the high rating remains in place.
Having played at Playzilla for quite some time, I can confirm that the casino has changed drastically for the worse (payouts, support).
After numerous emails, to date (5 working days + 1) I have only received messages stating that the payment is fine, but that the delay is due to technical problems/increased payment volume/checks.
Payment status unchanged
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1 month ago
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Business day 6 (+1) Your request is with the finance department/technical issues/high volume/sometimes it just takes longer/your payout is fine. Payout still: unprocessed. Playzilla is already aware that I post regular updates here.
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1 month ago
TranslationPayment will be made after 13 calendar days.
Same tactic as before. The payout is artificially extended without explanation.
Due to a massive violation of the terms and conditions and rules, Playzilla was notified via email of the immediate account closure.
After my two blocked withdrawals, I advise every player to avoid this casino, even if the score is surprisingly high.
Thank you to the Casino Guru team for existing; without you, payouts would take much longer ❤️
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1 month 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
