The player from Germany was unable to withdraw winnings of 700 EUR from Playzilla due to repeated rejections of his deposit proof, despite having successfully completed ID and address verification. Multiple inquiries to customer support did not yield assistance for weeks. The Complaints Team attempted to facilitate communication with the casino regarding the verification issues but received no substantial response. After five months, the player confirmed that the total amount won had now been paid out in full. Consequently, the complaint was marked as resolved, but the player indicated that compliance requirements would continue to be pursued, as Playzilla had not yet met all necessary standards.
Playzilla Casino - Player’s withdrawal is delayed due to unfinished verification.
Resolved
Our verdict
Case closed
Amount: €700
Playzilla Casino
Safety Index:Very highCase summary
Discussion
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12 months ago
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Hello,
Perhaps you can help regarding Playzilla. Based on the experience report here on Casino Guru, I signed up with Playzilla. Using a bonus, I managed to win 700 EUR. During the account verification process, my ID and address verification were already accepted. However, my deposit proof has been rejected multiple times, even though I have provided the necessary documents several times. Despite multiple inquiries with customer support, I haven’t received any real assistance for weeks.
Could you please assist with this issue?
Thank you in advance!
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12 months ago
Dear fata333,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please specify which documents you submitted as your proof of deposit?
Have you made sure that the documents contain all your personal information as well as the information about the transactions sent to the casino?
Have you provided all the required documents on time and in the correct format?
When was the last time you sent a proof of deposit to the casino for verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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12 months ago
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Hello Veronika,
Thank you for your quick response. Here is the situation:
- I made 2 deposits via Apple Pay / credit card and via crypto.
- The credit card statement and the transaction statement from the crypto wallet were uploaded as proof of payment.
- In both cases my personal information is included.
- Proof of payment is uploaded in the permitted formats.
- The payment proofs were uploaded again today.
Is further information required?
Thank you in advance and your help!
Best regards, Fatih
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11 months ago
Could you please forward the proof of deposits that were rejected by the casino during the verification process to [email protected]?
Additionally, has the casino explained why these documents were not accepted and provided details on what information is required for them to be approved during the KYC process?
This information will help us better understand your case and assist you more effectively.
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11 months ago
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Hello Veronika,
I have just provided the requested documents via email. There is no explanation as to why the documents have been rejected several times, despite repeated inquiries to support. I hope Casino Guru can help here.
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11 months ago
Thank you very much, fata333, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
Hello there,
Thank you fata333 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Playzilla Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.
Thank you!
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11 months ago
Hello,
thanks for reaching out to our support via Casino Guru.
We are looking into this and will revert soon.
Best regards,
Playzilla Support
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
Hello,
thanks for reaching out to our support via Casino Guru.
We are looking into this and will revert soon.
Best regards,
Playzilla Support
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Hello,
thanks for reaching out to our support via Casino Guru.
We are looking into this and will revert soon.
Best regards,
Playzilla Support
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10 months ago
Dear fata333, as this is the third time we have received the same message I will be closing this complaint as unresolved due to the casino's lack of response. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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10 months ago
We’ve reopened this complaint at the request of Playzilla Casino. We received the following message:
Dear Peter,
Firstly, we would like to apologize for the significant delays with this case. There has been some miscommunication within the team, which led to missing it.
We, therefore, kindly ask you to re-open the case and give it one more chance at resolution.
For your information, we are waiting for the customer to provide a full and unmodified transaction history for the period 25.09.2024 - 25.10.2024. As the account verification is not completed, the withdrawals are delayed.
Best regards,
Playzilla team
Dear fata333, are the documents you already provided the same ones that the casino is requesting now? Thank you in advance!
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10 months ago
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Hello Peter, the same proof of payment was provided that you and Casinoguru also have (see the emails to Playzilla KYC Team & CC to you; most recently dated January 24, 2025).
To date, there is NO information as to why the proof of payment provided was not accepted.
For the entire Casinoguru community, I would also like to note that an official complaint has been filed with Anjouan Gaming Authority via Playzilla.
In addition, an official request for information was made to Playzilla in accordance with Art. 15 GDPR in order to obtain transparency about the processing of personal data and, in some cases, the handling of particularly sensitive data in accordance with Art. 9 GDPR. The deadline for providing information ends on February 28, 2025. To date, Playzilla has not yet responded.
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10 months ago
Dear all,
Thank you for giving this case another chance!
We would like to inform you that we waiting for the customer to provide a full and unmodified transaction history for the period 25.09.2024 - 25.10.2024. Please upload the documents through the Verification section of your account.
Best regards,
Playzilla team
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10 months ago
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Dear Playzilla Team,
dear forum members,
The complete payment records available to Casinoguru, which were also submitted to the Anjouan Gaming Authority as part of the official complaint against Playzilla, were uploaded several times via Playzilla's verification process. Unfortunately, Playzilla did not communicate what was "allegedly" missing either via live support or by email.
Both the emails and the transcript about the repeated lack of live chat (no information > reference to email support > again no information and so on) were also submitted to the Anjouan Gaming Authority.
Dear Playzilla Team,
It's nice that you're at least responding here. I would therefore like to remind you of the ongoing official request for information in accordance with Art. 15 GDPR with a deadline of February 28, 2025. You confirmed receipt of the request for information on January 28, 2025.
If no information is provided within the deadline, an official complaint will be submitted to the responsible data protection supervisory authorities and the local gambling authority (GGL).
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
Dear fata333,
We sincerely apologies for your past experience.
However, we are willing to help and proceed this case in a positive way.
Hence, we once again would like to inform you that we are still waiting for the you to provide a full and unmodified transaction history for the period 25th September, 2024, till 25th October, 2024.
Please upload the documents through the Verification section of your account.
Once again, please make sure you have not edited or modified the document.
Please upload the PDF as it is.
Waiting for your requested document.
Best regards,
Playzilla team
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9 months ago
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Dear Playzilla Team,
Today (03.03.2025) the two payment receipts - as described above - were uploaded AGAIN as a PDF and unchanged.
I would also like to remind you of the ongoing official request for information pursuant to Article 15 GDPR. To date, no information has been provided on this either.
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9 months ago
Dear fata333,
We checked your uploaded documents with our relevant team and we can see, the document you provided is not directly download from bank provider (original PDF File) you need to upload the transaction history showing all deposits and income transaction in original PDF.
We had informed you to, please make sure you have not edited or modified the document.
Please upload the PDF as it is.
We need your transaction history showing all deposits and income transactions.
Please request your bank to share the PDF and share it directly with us.
Please do not edit or modify.
Once again, waiting for your requested document.
Best regards,
Playzilla team
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9 months ago
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Dear Playzilla Team,
I am very surprised by this response. It is not clear what is meant by the following statement:
…that the document you provided cannot be downloaded directly from the bank provider (original PDF file)…
Here are the facts:
- 2 deposits were made (20. & 25.10.24) 1x with crypto + 1x with Apple Pay / credit card
- The ORIGINAL and UNCHANGED credit card statement and the crypto transactions have now been made available several times as PDF
- To date, they have only made the following comment:
Despite countless inquiries, it is still unclear what exactly is expected.
I would like to remind you again of the ongoing official request for information pursuant to Art. 15 GDPR. To date, you have not provided any information on this - nevertheless, on your website you refer to "compliance with the GDPR" as follows:
I would also like to expressly ask you again to inform me by email what exactly is expected as proof of payment (including examples).
The clarification will now take more than 4 months.
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
Dear fata333,
Once again, we have sent an e-mail to you informing the details of the documents we are looking for please share the exact documents as requested.
Once we receive the documents as requested so we can quickly proceed with the verification of your account leading to proceed with your further request.
Therefore, please make sure you have not edited or modified the document.
Please upload the PDF as it is.
Please note, we need your transaction history showing all the deposits and income transactions in original PDF as per dates mentioned in the email sent to you.
Once again, waiting for your requested document.
Best regards,
Playzilla team
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9 months ago
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Dear Playzilla Team,
For the sake of transparency, here is the email you mentioned above:
Unfortunately, once again, a standard response without any clarification as to what was missing from the submitted ORIGINAL and UNALTERED deposit slips. If, for example, a credit card statement from one of the major credit card providers is not accepted, then Playzilla doesn't seem like a reputable provider to me.
The latter is underpinned by Playzilla's NON-COMPLIANCE with legal requirements - such as the GDPR.
It appears that Playzilla has no interest in providing information to its customers. Furthermore, it appears that Playzilla is not complying with legal requirements either – see above. The request for information pursuant to Art. 15 GDPR was not answered within the deadline.
As a result, a complaint is now being filed with the relevant data protection supervisory authorities against the operator, parent company and affiliated payment processors.
Further legal action will also be taken.
Dear Casinoguru Community,
Based on my experience, Playzilla's case handling is anything but serious. In addition to the harassment, Playzilla also appears to be ignoring applicable laws. Let's see how Playzilla responds to regulatory requirements.
My recommendation: Save yourself the trouble of registering with Playzilla. There are plenty of other operators that don't have such problems. The "good" reviews of Playzilla on Casinoguru are hard to understand.
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8 months ago
Dear fata333, could you provide me with the documents you have sent to the casino so I can review them? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!
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8 months ago
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Hello Peter, the documents have just been sent to you.
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8 months ago
Thank you for providing me with the documents fata333. I have responded to your email with further requests, and I await your reply. Thank you in advance for your cooperation!
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8 months ago
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Thanks for your valuable help and email, Peter! I just replied to you via email.
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8 months ago
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Hello Peter, thank you again for your quick and practical help! The relevant payment receipts have been uploaded again.
Dear Playzilla Team,
Even though they failed to provide any support or clarification, Peter from Casinoguru was helpful. The documents were uploaded again.
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8 months ago
Dear fata333,
We are happy to confirm your account has been verified.
Our team wishes you all the best for your future activities!
Best regards,
Playzilla team.
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8 months ago
Thank you very much for the update Playzilla Casino representative.
Dear fata333, We will keep this complaint open until you confirm your issue has been resolved successfully. Please keep me informed about any further developments.
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8 months ago
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Thank you very much, Peter.
The payment was requested on April 3rd. The payment has not yet been made. Therefore, the problem currently persists.
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8 months ago
Hello fata333,
We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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8 months ago
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Thank you for the info, dear Casinoguru team!
Since the total amount has not yet been paid out, the problem still exists.
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7 months ago
I apologize for the lack of response. Would it be possible to get an update on the situation from both parties? Thank you in advance!
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7 months ago
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Hello Peter, after a total of 5 months the amount won has now been paid out in full.
Thank you very much for your great support!
Regardless, the compliance requirements - as mentioned above - will continue to be pursued, as Playzilla has not yet met the compliance requirements.
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7 months ago
Dear fata333,
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,
Peter
