The player from Austria successfully withdraws €800 but faces issues when trying to make further withdrawals after being moved down to level 2. Despite contacting support about his canceled withdrawal of €800, he is now limited to withdrawing €500 and is frustrated about the lengthy process given his significant balance of €38,000.
Playzilla Casino - Player’s withdrawals are being delayed.
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Current status
Waiting for casino to reply
4d 2h 56m 44s
Playzilla Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Hello, I hope you can help me.
Can
Five days ago I won €40,000. Support told me I was at level 3 and could withdraw €800 every 24 hours. I did this, and the first withdrawal came after four days. I had two more withdrawals of €800. I wanted to withdraw again, but it didn't work. They put me down to level 2. I wrote to support, and they said that... The error persists, and I keep playing, but that's not enough for them. They told me I should deposit more money to keep my level up. This morning, I withdrew €500, and then after 20 minutes, my €800 withdrawal was suddenly canceled, which I didn't do. I contacted support, and they said it was a mistake, but I can't withdraw again because I can only do so 24 hours later. And now it's only €500. I currently have a balance of €38,000. Do I have to wait a whole year to get it all paid out? How is that supposed to work if they're treating me like this? Please, can you help me?
Thank you for your efforts. 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 Simarik, thank you very much for submitting your complaint.
I completely understand your frustration with the slow withdrawal process. However, we can only ask the casino to proceed with the payments according to their policies.
Could you please advise whether you have any pending withdrawals at the moment? If so, could you please clarify whether you are facing any delays with their payment?
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,
Attila G.
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1 month ago
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So far, only one payout has arrived. I've made four payouts; one came through, one was canceled, and I was demoted from level 3 to level 2. Now I can only make 500 payouts, even though support told me I could make 800 payouts every 24 hours. Nothing is right. Thank you for your efforts.
Regards
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3 weeks ago
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Hello, I've been trying to withdraw my money for days. I submit a request every 24 hours, and the next day it's canceled. So far, they've canceled four of my withdrawals and refuse to pay out. Each time, support says there's a system error and tells me to send a manual data request, which I've done now, but I don't think they intend to pay. Please help me.
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3 weeks ago
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Hello, I've been waiting in vain for my payout for 14 days. My payouts have been canceled multiple times. I've done everything the support team told me to do, but nothing has been confirmed by playzilla2.com support. Even after confirmation from playzilla2.com, my payout was canceled. They make fun of what they said, canceling it anyway after 10 minutes and acting like they knew nothing. It's all just empty words. I want to take legal action and ask you to mark this platform as unsafe. I don't want the same thing to happen to anyone else. Depositing and gambling is fine, but payouts from playzilla2.com are impossible after 14 days. My total balance has only been paid out twice and canceled 8 times. Currently, I have €43,000 that I won in real money from playzilla2.com, and I'm not getting anything. Don't deposit anything. Regards.
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3 weeks ago
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Hello, I've been waiting in vain for my payout for 14 days. My payouts have been canceled multiple times. I've done exactly what support told me, but nothing has been confirmed by playzilla2.com support. Even after confirmation from playzilla2.com, my payout was canceled. They make fun of what they said, canceling it anyway after 10 minutes and acting like they knew nothing. It's all just empty words. I want to take legal action and ask you to mark this platform as unsafe. I don't want the same thing to happen to anyone else. Depositing and gambling is fine, but payouts from playzilla2.com are impossible after 14 days. My total balance has only been paid out twice and canceled 8 times. Currently, I have €43,000 that I won in real money from playzilla2.com, and I'm not getting anything. Don't deposit anything.
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3 weeks ago
Dear Simarik,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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3 weeks ago
Dear Simarik,
It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Playzilla Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Playzilla Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Hadi
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3 weeks ago
Dear Simarik,
Thank you for reaching out to us.
We would kindly like to apologize for the delay and cancellations of some withdrawal requests.
Firstly we would like to inform you that the daily, monthly and yearly withdrawal limits are depending on your account status which is influenced by your activity and calculated automatically by the system. We are not able to manually change or influence your status.
You can find the according overview within our terms and conditions section 6.11.
Furthermore kindly note that we forwarded your requests with priority and expect the finalization of your pending payments in the nearest time.
We thank you for your understanding.
Kind Regards,
Playzilla Team
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3 weeks ago
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Hello Playzilla Casino
Thank you for your reply. How am I supposed to do this now? I don't quite understand. Will it pay out properly in the future, and I'm not getting any canceled withdrawals? I have 3 active withdrawal requests, but nothing is happening. So far, I have 9 canceled withdrawal requests. During this time, I played at Book of Ra with Plus15 for 14 days. Sometimes I lost up to €15,000 and then won again, and I've been waiting for days for a withdrawal. Why isn't this being counted by your system at level 15? And why was I moved from level 3 to 2 after I suddenly won two days ago? Support told me I could withdraw €800 every 24 hours, then suddenly it was back to level 2 and €500 every 24 hours. They didn't say anything about that either, but so far, only two withdrawals in 15 days. And support just says to be patient and offers no help so far.
Regards
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3 weeks ago
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Hello playzillacasino
And now two more withdrawals have been cancelled at once. I only have one in place, which will certainly be cancelled as well. The order was placed on January 19th, 2026, at 6:00 AM. I don't understand this. What are they trying to achieve? Am I supposed to gamble away my entire balance of €44,000? What kind of system is this? How do I get my money paid out? I've been doing everything they've told me for 15 days now – patience, patience. Until then, tell me what the next steps are!
Regards, Simarik
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3 weeks ago
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And then my next booking was cancelled – three cancellations within one day! This is not a reliable portal. Three cancellations within one day? Why? Because they only want to collect money but not pay out! 
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2 weeks ago
Dear Simarik,
Thank you for your detailed explanation. I sincerely empathize with your frustration, particularly given the significant amount in your balance and the numerous canceled withdrawal requests. I completely understand that repeated cancellations without a clear and consistent explanation can cause considerable concern.
According to the casino’s response, withdrawal limits are associated with an automatically calculated VIP level, as mentioned in section 6.11 of the Terms and Conditions. However, it is still unclear why your withdrawal requests continue to be canceled despite seemingly falling within the specified limits, as well as the rationale behind the reduction of your VIP level without prior notice, especially after previous withdrawals were successfully processed at a higher tier.
At this point, I believe it is essential for the casino to provide clarification on the following matters:
- The reasons behind the multiple cancellation of withdrawal requests, particularly several that occurred within a single day;
- The status of the currently pending withdrawal(s) and whether they will be processed without further cancellations;
- If the player’s current VIP level and withdrawal limits are now finalized and stable, allowing the player to have clear expectations moving forward;
- If there are any additional checks or restrictions associated with the account that may result in further delays or cancellations.
Dear Playzilla Casino,
We kindly request a clear and detailed response addressing the aforementioned points, along with a realistic timeline for processing the player’s pending withdrawals. Repeated cancellations without adequate clarity can significantly erode trust in the withdrawal process.
Simarik,
In the meantime, I recommend refraining from submitting additional withdrawal requests until the casino provides clarification on this matter. This approach may help prevent further automatic cancellations and confusion. I will continue to monitor the situation closely and will follow up once the casino provides a response.
Kind regards,
Hadi
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2 weeks ago
Translation
Hello hadi
Thank you for your time and your help, very much so.
I received order confirmation this morning. Over the weekend, I lost up to €23,000 out of frustration, but then won again. My current account balance is very high, and I made another withdrawal at 6 a.m. today. Two more are currently being processed, one from last week is still pending.
I don't think what you lose or win is counted towards your level.
I hope that somehow all of this will be resolved. Regards
Now the two have also been cancelled, current payout I have no one now, only one was approved today.
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2 weeks ago
Dear All,
Thank you for your reply and patience.
We would kindly like to apologize for the cancellations and any inconvenience this may have caused.
We forwarded the issue now for further investigation in order to get to the bottom of the reason of cancellation and will inform you as soon as possible.
Furthermore we would kindly address the posted questions:
- We will investigate the cancellation reason and will provide you with a solution as soon as possible
- Currently there are no open or pending withdrawal requests on the account
- The VIP level is not stable and may change based on the activity of the player. That said, it may occur that the player is reaching again a higher VIP level which allows him higher withdrawal limits.
- There are no further restrictions of the account accept of the players VIP level.
We will contact you in the nearest time with further information about the investigation.
In the meantime we would kindly like to ask the player to place new withdrawal requests.
Thank you for your patience and understanding.
Kind regards,
Playzilla Casino Team
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2 weeks ago
Dear Playzilla Casino,
Thank you for your response and update. We will be patiently awaiting any further information from you.
Dear Simarik, please do not hesitate to share any updates with us as they become available.
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2 weeks ago
Translation
Hello Hadi
I am patiently awaiting the answer that will come; I will gladly share any new information with you. Regards.
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2 weeks ago
Dear Simarik,
Thank you for your reply.
Please be informed that we forwarded your new withdrawal requests with priority and are still investigating the recent cancellations.
We will get back to you as soon as possible.
Thank you for your patience and understanding.
Kind regards,
Playzilla Casino Team
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2 weeks ago
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Hello Playzilla Casino
For three weeks now I have been waiting in vain for my payments to be processed. I will seek medical help because of you. I have gambled away more than 60,000 euros and won nothing because of how it's set up. It's still being investigated. You're a joke. I only have 19,000 euros left because of you. You get people to gamble and lose because you keep saying "be patient" until you take everything from them, like you did to me. You're no help at all. You're set up so that no one can ever pay out. I've documented everything for days, recorded everything, everything about how you get people to gamble away their winnings. I now have 19,000 euros left out of 80,000 euros in winnings. What are you waiting for? You're just going to gamble away that too. I will take legal action and do everything necessary to ensure that people avoid your company and your platform in the future. You're fraudsters.
PS: If anything happens to me, they are responsible because of their manipulation of my health status. They are Playzilla Casino.
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2 weeks ago
Dear Simarik,
Thank you for your reply.
We are deeply sorry for the delay and any inconvenience.
We would kindly like to ask you to check your emails where we send you information regarding the verification of your account.
Please upload all requested document on your Profile in order to successfully verify your account and proceed with your withdrawal requests.
We thank you for your understanding.
Kind regards,
Playzilla Casino Team
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2 weeks ago
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Hello CasinoPlayzilla
I just received the email; since I'm away for the weekend, I will upload the documents no later than Monday.
PS: Up until now this wasn't necessary, but they have to drag it out, no problem, I'll do that too, let's see if they'll send me my money.
Regards
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1 week ago
Dear Simarik,
Thank you for your reply.
We will review your documents as soon as possible once they were uploaded.
Please be informed that with the successful verification of your account your withdrawal request will proceed in the nearest time.
We thank you for your understanding and cooperation.
Kind regards,
Playzilla Casino Team
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1 week ago
Dear All,
Thank you for your cooperation and patience. I am closely monitoring the thread.
We will await the next update from you, Playzilla Casino.
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1 week ago
Dear Simarik,
We would kindly like to ask you to upload all requested documents on your profile in order to proceed with the verification of your account.
Thank you for your cooperation and understanding.
Kind regards,
Playzilla Casino Team
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1 week ago
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Hello playzillacasino
I have sent all the documents you requested via email.
Since uploading to Playzilla Casino failed several times, I sent an email to Playzilla support; now they have all the documents.
PS: All documents were successfully uploaded to the playzilla2.com portal.
Regards
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1 week ago
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Hello playzillacasino
I have completed all registrations.
I don't have an e-wallet, so how did you come up with the idea of registering for an e-wallet? I don't own one!
Regards
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1 week ago
Dear Simarik,
Thank you for your reply and clarification.
We forwarded all information to the relevant department and expect further updates as soon as possible.
Thank you for your patience and understanding.
Kind regards,
Playzilla Casino Team
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1 week ago
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Hello playzillacasino
How long will this take? Why were my withdrawals blocked and why does it say "user blocked" now? Today I received another cancellation notice saying they have everything they need. What's the point of all this, playzilla2.com?
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1 week ago
Dear Simarik,
Thank you for your reply.
We would kindly like to inform you that the following documents are still missing in order to complete the verification of your account:
- ID / Passport in full view, not cropped
- Proof of ownership for the used Paysafecard
Kindly upload the requested documents within your profile.
Thank you for your understanding.
Kind regards,
Playzilla Casino Team
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1 week ago
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Hello playzillacasino
They send you an ID card and passport too, and they want proof of Paysafecard. What's that all about? What does that have to do with verification? I've uploaded my passport several times, clearly visible and uncropped. It's not accepted. How much more visible does it have to be? You clowns! Such a fraudulent portal doesn't exist, but keep it up! I'm going to get additional help from the press. I'll do everything I can to stop what you're doing and make sure it gets heard in Austria.
This is also a letter to the playzilla2.com license holders and providers.
Here again, and please pay close attention, it's pending and the paysafecard verification has now been uploaded, you scammers.
Here you now have paysafe proof and again passports to read without cropping.
Regards
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1 week ago
Dear Simarik,
Thank you for the update. I understand that this situation has been very stressful, especially considering the duration of the process and the amounts involved. Please be assured that your case is being reviewed carefully.
At this stage, I kindly recommend that you refrain from placing any further bets and focus solely on completing the verification process so this matter can move forward without additional complications.
Dear Playzilla Casino Team,
Thank you for your continued communication and cooperation so far.
Given the length of this case and the number of changes in document requests, we would now kindly ask for clear and consolidated clarification so the situation can be resolved as smoothly as possible.
Specifically, we kindly request:
- A final and complete list of all documents required to successfully complete the player’s verification, with confirmation that no further documents will be requested unless strictly necessary;
- Clarification on whether the documents already submitted (including ID/passport and Paysafecard proof) are acceptable, or, if not, a brief explanation of what is missing or needs adjustment;
- Confirmation of the player’s current account status, including the reason for the "user blocked" message;
- A realistic timeline for completing verification and processing withdrawal requests once all required documents are approved.
Additionally, to allow for an objective review, I would kindly ask both the casino and the player to share any relevant supporting documents, screenshots, or correspondence related to this case, either directly in this thread or by email to [email protected].
This will help ensure transparency and allow us to properly assess the situation and assist both parties effectively.
Simarik, once the casino confirms the final requirements, please submit only the requested documents and then wait for confirmation of review. I will continue to monitor the case closely and follow up as needed.
Thank you both for your cooperation and patience.
Kind regards,
Hadi
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1 week ago
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Casinoplayizilla
What kind of crap are you pulling? What's the point, you damned scammers? I'm going to court, I'm going to the press. You're such con artists, it's unbelievable. Now you have everything, and now you want ID again to confirm me? You're a joke. I'm going to make everyone on TikTok, Instagram, wherever it's possible, post your little scams, everything you've done, all the screenshots, all the conversations. I'm going to spend all my time making sure everyone hears about you and doesn't play on your site or sign up.
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1 week ago
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Casinoplayzilla
You guys are a joke. What's with Paysafe? Now I'm supposed to upload more? You've got my passport, my data, my bank details, and now I'm supposed to confirm? Yeah, right. I'll upload everything. Your shitty operation, the way you planned all this. I'm certainly not going to send all my data to you. You're not trustworthy. A passport is for identity and you want proof, that's it. I'll find a lawyer, sort everything out, and sue you for 85,000 euros. That's how it'll go. Shitty portal, shitty scammers.
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1 week ago
Dear Simarik,
Thank you for your reply.
We truly understand your frustration and want to assure you that we will do our best to verify your account as soon as possible.
However we would kindly remind you of the following terms and conditions you agreed upon creating your account:
5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the fund deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.
5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.
Please find below the additional documents needed in order to verify your account:
- ID from counrty of residence or resident permit
- Skrill ownership
Please note that the verification procedure is not only for our safety but also our duty to keep players safe.
Once we receive all required documents we will finalize your verification in the nearest time and proceed with the payout of your funds.
We thank you for your understanding and cooperation.
Kind regards,
Playzilla Casino Team
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6 days ago
Dear Simarik,
Thank you for your reply.
We truly understand your frustration and want to assure you that we will do our best to verify your account as soon as possible.
However we would kindly remind you of the following terms and conditions you agreed upon creating your account:
5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the fund deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.
5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.
Please find below the additional documents needed in order to verify your account:
ID from counrty of residence or resident permit
Skrill ownership
Please note that the verification procedure is not only for our safety but also our duty to keep players safe.
Once we receive all required documents we will finalize your verification in the nearest time and proceed with the payout of your funds.
We thank you for your understanding and cooperation.
Kind regards,
Playzilla Casino Team
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5 days ago
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Hello playzillcasino
I have uploaded the requested documents, so you have no further requests.
Regards
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4 days ago
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Hello playzillacasino
I've been trying to upload my residence permit and Skrill payment from paysafecard again for days now, but it keeps getting rejected. What's the problem? How long are they going to keep this up?!
Regards
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3 days ago
Dear Simarik,
Thank you for your reply.
We would kindly like to inform you that the following documents are still missing:
- ID from counrty of residence or resident permit
- Skrill ownership
Please note that the documents must be in good quality, all information visible and original Photos or PDF documents.
Thank you for your understanding.
Kind regards,
Playzilla Casino Team
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3 days ago
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Hello playzillacasino
Are you kidding me? Every day I upload my residence permit and Skrill confirmation. What more do you want from me? I'll upload both for another week. That's enough! I'll take care of all this with a lawyer starting tomorrow and upload them again.
ID card from the country of residence or residence permit
Skrill ownership data will be uploaded by me personally within a certain timeframe.
Regards
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3 days ago
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Hello casinoguru
Here again, just uploaded by me personally, are the missing data: ID card from the country of residence or residence permit.
Skrill ownership
They don't want to accept it, so do something about it now!
Regards
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3 days ago
Dear Simarik and Playzilla Casino Team,
Thank you both for the updates.
Simarik, I completely understand your frustration with the repeated document requests and the stress this situation has caused. To help resolve this efficiently, I kindly ask you to send all relevant verification documents (ID/residence permit, Paysafecard/Skrill proof, and any other requested files) directly to my email at [email protected]. This will allow me to personally review everything and confirm whether the documents meet the verification requirements.
Playzilla Casino Team, once I have reviewed the documents, I would appreciate it if you could clarify why the previous uploads were rejected by your system, and provide clear guidance on what is required for successful verification. This will help prevent further failed uploads and allow the pending withdrawals to be processed smoothly.
Simarik, please focus on sending the documents as requested. I will review them immediately upon receipt and follow up with both parties to ensure a resolution.
Thank you both for your cooperation and patience.
Kind regards,
Hadi
