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Hello,

I'm writing here because I've been waiting for two payouts totaling €1000 since April 12th, as well as for the KYC. I only received the email for verification after multiple requests and now nothing has happened since Tuesday April 19th

Could you possibly help me to speed things up a bit 🙂?

What basically annoys me is that the KYC didn't come for ages because the chat confirmed to me that it wasn't currently necessary for my account. A few days later I received the email for verification😅

I ask almost every day in the chat but unfortunately nothing is happening 😅

Thanks for the help!

Hallo,

Ich melde mich hier weil ich seit dem 12.04 auf zwei Auszahlungen mit einer Gesamtsumme von 1000€ warte, genauso wie auf die KYC. Die Email zur verifizierung habe ich erst auf mehrfache Nachfrage erhalten und nun tut sich seit Dienstag den 19.04 wieder nichts

Könnten Sie mir vll helfen die ganze Sache ein bisschen zu beschleunigen 🙂?

Was mich grundsätzlich nervt ist, das die KYC erst ewigkeiten nicht kam, weil der chat mir bestätigte das es aktuell bei meinem Konto nicht Notwendig wäre. Ein paar Tage später habe ich dann aber die Email zur verifizierung erhalten😅

Ich frage fast täglich im Chat aber leider tut sich nichts😅

Danke für die Hilfe!

Dear Sebastian,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

After I wrote to the chat again on Saturday, I was supposed to send my ID to the support again, this time I even got an answer that my documents were being checked.

I'll keep you up to date, but first of all thanks for opening my complaint, the casino is really fun to play, only the payout time is really not that nice 😕

Nachdem Ich Samstag wiedermal den chat angeschrieben haben, sollte ich erneut meinen Ausweis an den Support schicken, diesmal habe ich dann auch sogar eine Antwort bekommen, das meine Dokumente geprüft werden.

Ich halte euch auf dem laufenden, aber erstmal danke für die Eröffnung meiner beschwerde, das casino macht echt spaß zu spielen nur mit der Auszahlungsdauer ist jetzt wirklich nicht so schön 😕

unfortunately nothing is happening again at the moment, I've been waiting for the verification for almost 4 days and 14 days for my payout

Unfortunately, I still only get standard answers from the chat

leider tut sich aktuell wiedermal nichts, ich warte seit knapp 4 Tagen auf die Verifizierung und 14 Tage auf meine Auszahlung

Vom Chat bekomme ich leider weiterhin nur standard antworten

Thank you very much, Sebastian, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

alright, thank you very much

small update, the responsible department is finally checking my documents, supposedly I should have an answer in 3 days

I've been waiting for the payout for 16 days and 6 for the verification I really hope your colleague can help me!

Regards

Sebastian

alles klar vielen dank

kleines Update, die zuständie abteilung prüft jetzt wohl endlich meine dokumente, angeblich soll ich in 3 Tagen eine Antwort haben

Ich warte jetz seit 16 Tagen auf die Auszahlung und 6 auf die Verifizierung ich hoffe wirklich Ihr Kollege kann mir weiterhelfen!

Grüße

Sebastian

Hello, Sebastian,

I apologize for my delayed reply and am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Playzilla Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Playzilla Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps do a player need to take to successfully verify their account or to speed up the process?

Once the verification is complete, what is the estimated time frame for processing withdrawals?

Thank you in advance for providing the information.

I got the message today after 7 days that I'm verified, now I'm just waiting for the payout!

Regards

ich habe heute nach 7 Tagen die nachricht erhalten das ich Verifiziert bin, jetzt warte ich nur noch auf die Auszahlung!

Grüße

Great news, Sebastian! At this point, I sincerely believe it should only be a matter of time before the payment comes to you. Let's provide the casino with a few more business days to process your withdrawal.

I will keep this complaint open until your confirmation regarding successful withdrawal or an update.

Please let us know as soon as you receive the payment.

I am happy to report that I received the first of two payouts today!

Thanks also to the support, as soon as I have received the 2nd the case can be closed!

Ich kann freudig berichten das ich heute die erste von zwei Auszahlungen heute erhalten habe!

Danke auch den Support, sobald ich die 2te erhalten habe kann der fall geschlossen werden!

I am looking forward to hearing from you soon!

unfortunately I'm still waiting for 690€ out of 1000€

currently it's almost 21 days I'm waiting for the payment 😕

leider warte ich immer noch auf 690€ von 1000€

aktuell sind es knapp 21 Tage die Ich auf die Auszahlung warte 😕

Hello,

my case can be closed, today after 23 days I received my money in full!

Thanks for the help!

Hallo,

mein fall kann geschlossen werden, habe heute nach 23 Tagen mein Geld vollständig erhalte!

Danke für die hilfe!

Thank you very much, Sebastian, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru