Playzilla Casino - general discussion (page 13)

Are they going to refund all my deposits considering they have permanently closed my account for no reason

Hello, I spotted your post among the competition likes in the competition thread. As best as I can guess, you are referring to problems at Playzilla Casino. Could you perhaps add a bit of context for us?

Dear Casino Guru Team

Could you please confirm under which license Playzilla operates and which supervisory or complaints body is relevant in this case?

Since no concrete clarification has yet been provided, I would like to ensure that I can follow the correct official complaint procedure.

Thank you so much for your support.

Hey, this is the license they have.

Do you think you will need to contact them about your case?

Thanks for the information.

I am already in direct contact with support, but I am receiving conflicting information:

• Payout was explicitly confirmed as possible in the live chat.
• My account is fully verified.
• At the same time, my account is blocked for withdrawals ("User has been blocked").

Despite a deadline being set, the support team has not yet provided clarification.

From my point of view, this approach is incomprehensible and raises significant questions regarding fairness and transparency.

Therefore, my question is:

Do you have any experience with whether the aforementioned licensing authority actually responds and provides support in such cases?

Or are there alternative ways to proceed effectively in such cases?

I would be very grateful if the Casino Guru team could provide support to further advance this case.

Thank you for your assessment.

We’ll definitely try to help you based on the complaint you’ve filed.

However, you wrote to me that your account is fully verified. But from what I’ve read in the complaint, verification is precisely why you still can’t withdraw your money, and the casino is currently addressing it. So it seems you aren’t verified after all.

So we’ll see how things go from here, and I would definitely wait to see how the complaint turns out.

If it doesn’t turn out the way you expect, then I would maybe try to go to the licensing authority, depending on the outcome. 

Hello,

Thank you for your feedback.

I would like to point out that Playzilla's statements so far are not satisfactory to me, as several of the points I raised have not been addressed at all.

Furthermore, a clear contradiction remains:

The casino explicitly confirmed to me that a withdrawal is possible and that no further documents are currently required. At the same time, they are now claiming that my account is not fully verified.

I therefore ask you to clarify this again specifically with the casino:

The corresponding proof 🙂

Thank you for your support.

I would also like to ask you to pay particular attention to my last post in the complaint thread, as it fully and comprehensively describes the current status of the case.

The resolver will handle that. I’ve read a good portion of that complaint, but I can’t keep reading everything all the time. We’re on a forum here, which is why I’m asking questions, perhaps so other players can get a better understanding.

However, your complaint will be addressed, and our team will, of course, keep a close eye on everything to make sure nothing slips through the cracks. 

I’d like to add, though, that even though you might be verified, the casino can still request additional documents and verification. It’s just pretty impractical if support first tells you that you can withdraw money and then suddenly asks you for something else, even though they already said you’re verified. 

Thank you for the feedback.

I have submitted all required documents and my verification has already been confirmed (see attachment). Please note the date.

Nevertheless, new documents are still being requested and payments are being delayed.

Then I don't think the information from the live chat agent is accurate if the casino is still asking you for some kind of document. The way I see it, the verification process isn't complete.

What other documents do you need to send to the casino now? 

On my verification page, all submitted documents are shown as "approved" (proof of identity, proof of address, and credit card photos).

However, the message that my account requires verification still appears at the top.

There is also no field or option to upload additional documents if something is missing.

Do you have an explanation for that?

Furthermore, I have already explained the topic of Paysafecard several times.

However, the casino still doesn't seem to take this into account or understand it correctly.

I request that this be clarified once and for all, as I cannot provide any further information on this matter.

What I also cannot understand is why the other points of complaint regarding Playzilla are not addressed at all, and why Casino Guru seems to accept this. I have described several specific problems, which so far remain unanswered.

Hello and thanks for the screenshot. I imagine how frustrating the situation must be for you; at first glance, one may think the information provided is contradictory. One possible explanation is that the account page informs you that the account is not fully verified yet; it needs further verification, but the basic set of documents, the starting ones, were approved.

However, a casino may require additional documents and cooperation beyond this overview, if such an event occurs. It, of course, does not erase your experience; it just means that the process is incomplete. Looking at it this way, I understand why it may feel contradictory, though.

In light of this, I would not say that the whole company, Casino Guru, accepts something. It will all be investigated and explained in the complaint, at least when it comes to the mediator's standpoint.

Kindly be patient. I know it's not easy, but it's necessary. the timer says the mediator still has more than a few days to get back to your posts.

Thank you for your feedback.

The verification process has been running since April 12, 2026 , and so far I have only received the same standard answers repeatedly from Casino Playzilla, without any concrete clarification.

I therefore hope that the mediator can contribute to a clear solution here.

That's why it's still important to wait. You can see that your complaint is currently being addressed. Our team will handle everything that needs to be done. 🙂

Can you explain to me why a new countdown has been set again, even though it was stated that the mediator from Casino Guru would be making a statement?

I expected to receive active support here. Instead, the entire process continues to be delayed without any apparent solution.

Hello, I imagine it looks like nothing has been happening, but if you take a closer look at the complaints timer, you'll find out that this is the part where the casino has to prove and explain their perspective. That's something neither you nor the mediator can do, so it is a new period reserved for the casino.

Do not worry, all has been proceeding the way it should.