Playzilla Casino - Player's withdrawal request is delayed.

Good morning, I have an account on Playzilla and in a few days I won around 8700 euros.

I have a maestro level VIP manager account, and I can only withdraw 1000 euros per day.

the first 1000 arrived to me.

the second 1000 have been processed and are just waiting to arrive.

the third parties are still in the acceptance phase.

This morning, 24 hours after my last request, my withdrawal was refused, saying my limit had been reached, even though more than 24 hours had passed.

It's giving me problems with logging in, and on top of that I'm level 4 and now I'm level 3.

I ask for help please

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify how many pending withdrawal requests you have currently in your account? If possible, kindly send me a screenshot of your transaction history, showing the dates and amounts you requested for the withdrawals of your winnings.

According to the Terms and Conditions:

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

6.12 The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

6.13 At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

Have you contacted customer support after you found out that your VIP level had been downgraded? What was their explanation?

Could you kindly specify what issues you're having when you attempt to log into your account?

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

Best regards

Veronika

Good morning

support gives me an error

It doesn't let me enter the site through the main page but only through a link in a message they didn't see.

Today they accepted two more withdrawals from me. One thousand euros each.

and two more of 300 and 500 in the acceptance phase.

but it seems like everything is slow

The chat unavailable screen won't let me send it.

When was the last time you successfully withdrew money from this casino?

Have you received any updates from the casino customer support in the meantime? If so, kindly forward them to me at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.

Dear Joosi96,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, for now they are paying me and only 2400 euros remain to be received.

Thank you for letting me know.

When was the last time you successfully received winnings from this casino?

How many pending withdrawal requests are currently in your account? Please specify the amounts and dates you requested the withdrawals.

Dear Joosi96,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.