Playzilla Casino - general discussion (page 15)

I would just like to mention that I do not fully understand the matter anymore. The thing is that the only complaint I can see in your profile was resolved. I concluded you found the casino's response not to your liking, but as long as the matter was resolved back then, it actually proved that the casino cared and resolved the problem with the assistance of the mediator. Therefore, the Safety Index reflects that. Maybe it's not that clear, so this is precisely how complaints affect the ratings. Unresolved cases lead to consequences, while resolved cases show that the casino is willing to address problems and pay the money.

Weak license is included in the Safety Index as well, but it's not such a big deal, especially if the casino cooperates with players' complaints. Honestly, almost every offshore license is weak, so we count more on how the casino is generally cooperative. This factor also kind of rules out reviews on Trustpilot; it's a source we cannot verify and from our own experiences, it lacks transparency. We do not want to include that in our own ratings.

Best of luck with what you plan to do next, of course.

Thank you for your feedback.

However, I would like to clarify one crucial point: The complaint was never actually resolved . I simply marked it as "resolved" myself because the entire process became very stressful and exhausting over a long period, and I no longer had the energy to continue it. Therefore, this marking should in no way be interpreted as proof that the casino resolved the problem or provided fair compensation.

Kind regards

Now I see, thank you for clearing it up. The thing is that at least for the complaint team, "resolved" means "resolved," so I understand the motivation behind that call, but it actually does not help when the matter remains unresolved. Don't you think? Every player who opts for this complaint closure is supposed to be asked whether the situation has truly been resolved—to double-check and avoid such situations.

So, if the matter is still ongoing, I suggest reopening the case. Talking about it here on the forum won't help resolve it after all.

I will not reopen the appeal process.

With all due respect: Regarding the payout limits, I also had the impression that Casino Guru had adopted the casino's position, even though I clearly proved that the payout limits were subsequently changed and worsened to my disadvantage.

Furthermore, I sent you a complete timeline with all supporting documents via email. This comprehensive documentation was completely ignored. Instead, essential points and evidence were, in my view, entirely disregarded.

Furthermore, I find it difficult to take a company like Playzilla Casino seriously, which in my opinion violates its own terms and conditions and does not consistently adhere to them.

For these reasons, I see no point in reopening the proceedings. For the same reason, I was unfortunately unable to leave a positive review for Casino Guru on Trustpilot.

Hey guys,

I requested a withdrawal of 150€ more than 10 days ago and still nothing. The support just sent me their Terms and Conditions saying they can delay for verification.

I’m really pissed off – won the money and can’t get it out. Has anyone had a similar issue with this bookmaker? Any tips how to speed it up?

Thanks.

Ok, it's your call, just as was said and I respect that the complaint process can become a time-consuming black hole.

It's just sad to see that the points were not resolved to your liking; you still feel the need to complain on the forum, spending energy here, yet leaving the complaint as resolved due to your previous decision. We could eventually improve the outcome. Yet, ok then. No further action. Complaint marked as resolved.

Thank you for your efforts with Trustpilot and no need to worry. we know that our rating there is ok.

Hello, I guess others have experienced this as well, but it's difficult to hear that they can deliberately delay the KYC. Could you perhaps show the precise wording?

What did support tell you exactly?

It could still be a different scenario. In any case, my colleagues will do their best to help out if the casino doesn't pay out within the full 14-day timeline, and it seems the time is getting short.

Hello everyone,

Does anyone here have contact with Playzilla? I registered there a few months ago and played quite a lot. When I realized I'd lost way too much, I repeatedly asked VIP support to please close my account permanently because I wanted to protect myself. Unfortunately, they didn't comply with my request, even though I practically begged, and now I've lost another 20k there.

Best regards

joe

Hello, I just want to hop in and say that thank you for describing the matter publicly and also giving mediators a chance to take a look at it through the complaint you lodged. Feel free to add any details or comments you think are appropriate. No rush.