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.

Anyone who deposits money at Playzilla won't see their money again anytime soon. This company has completely abandoned any semblance of trustworthiness.

I've been waiting for a pending withdrawal for six days now, even though the guidelines clearly state a maximum of three days. Instead of transparency, they're completely ignoring me. No email, no explanation, no feedback.

The live chat is a complete farce: robotic excuses, shrugs, and a stubborn reliance on an email service that simply doesn't respond. It's obvious what they're aiming for – to wear the customer down until they cancel the withdrawal and squander their winnings back on the platform.

These kinds of tricks didn't used to happen here. Now it's not just a delay anymore, it's a method. Anyone who values ​​their money and honest service should steer clear of Playzilla!

Hello, I understand your personal experience has not been good; a similar experience can be found in this thread, although a couple of months old. As far as I can say, the players were paid eventually, but I understand the process is not generally pleasant. Just as you mentioned, I guess it's best to avoid canceling the withdrawal but try to cooperate when the occasion arises and focus on getting the money.

"Thanks for your reply! Unfortunately, I don't even have the option to cancel or check on the withdrawal anymore. Last night, Playzilla completely deactivated my account without any prior notice or explanation.

I still have no idea why it was closed—maybe because I asked one too many times in live chat yesterday about the status of my money? As of right now, they are withholding my €500. They disconnect me immediately whenever I open a live chat, and they haven't responded to any of my emails in over 24 hours. At this point, it really feels like I've been scammed and locked out of my funds."

You are welcome. If I understand correctly, you're saying the account is blocked, maybe temporarily, well, who knows now. That's a serious situation because, and I'm sorry to say, we have no clue what motivated the casino to do that. Usualy casinos provide at least an email explaining whether the player somehow breached rules or anything that would give the player a hint about what to expect next.

I understand it makes sense to ask the chat agent, but these people usually cannot assist with such matters, so if you insist, they may decide to close the chat option for you since they have no other way to stop continuous questions they cannot reflect on. In my opinion, we should now focus on the email communication. Could you please browse the mailbox for any possible casino email?

⭐ 1 out of 5 stars – Repeated massive problems with withdrawals and terrible customer service

My experiences with Playzilla have become so negative that I can only advise against using this provider.

The problems with the payout are definitely not an isolated incident. I have already experienced significant delays with payouts on several occasions. Currently, it concerns a payout of €500 that I requested on September 30th and have been waiting for for about a week.

At some point, this can no longer be considered a single delay. If payouts repeatedly take this long, it's simply unacceptable to me.

On top of that, the customer service is abysmal and difficult to reach. Especially when it comes to my own money, I expect quick, specific, and reliable answers. Instead, I have to chase after my money and, in my opinion, don't receive the support I would expect from a reputable provider.

I find it particularly concerning that withdrawals can remain pending for extended periods. This gives me the impression that players are being pressured to wait as long as possible for their money and, during this time, might be tempted to cancel the withdrawal and use the funds again. I cannot prove whether this is intentional – however, based on my repeated experiences with significant withdrawal delays, this practice leaves me with a highly questionable impression.

Accepting deposits works without any problems. However, when it comes to withdrawing winnings, problems apparently arise. To me, this doesn't align with a customer-oriented approach to players.

After repeated massive delays in my withdrawals, the poor customer service, and the lack of accessibility, my trust is completely gone. I have requested the deletion of my account and will not deposit another cent with Playzilla.

My conclusion: Repeated massive delays in withdrawals, abysmal customer service, and poor accessibility. Absolutely unacceptable to me. Based on my personal experience, I cannot recommend Playzilla.

Repeated delays and vague replies can understandably wear down your trust, even when earlier withdrawals eventually arrive. It’s also fair to distinguish your concerns from proven intent, as you’ve done here.

Your current €500 withdrawal has been pending for about a week. We normally allow up to 14 days for withdrawals and verification, although that doesn’t excuse poor communication.

Is your account fully verified, and has support given any specific reason for this delay? How long did your previous withdrawals take?

Since you’ve requested account deletion, have they confirmed how they will handle the outstanding €500? Keep copies of your withdrawal history and correspondence, and leave the withdrawal pending rather than cancelling it. Please let us know whether the payment arrives or the casino provides an explanation.