The player from Germany requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Playzilla Casino - Player claims that payment has been delayed.
Amount: €4,848
Playzilla Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
12 months ago
Public
Public
1 year ago
Translation
Good day,
I ask for your support.
I have had an account at "Playzilla casino" since 04/10/2023 and during that time a total of 4 digits was wagered. The balance on my account is currently 4,848 euros, which I would like to pay out. However, when paying out, the error message "the deposit must be converted 1x before the payout is requested" always comes up. This cannot be true, as all deposits have been converted multiple times. The sale was also confirmed by the live chat agent who forwarded my query to the finance department.
Nothing has changed since then. My repeated e-mail was not answered. I knew and can accept that the verification or payment takes some time. But I cannot accept the fact that the payout is simply rejected/blocked directly without a reason and that there has been no feedback for almost a week. I have not claimed any bonuses. All bonuses offered were immediately canceled by me.
I am attaching the screenshot of my account with the error message. If needed I can send screenshots of all bets played.
Best regards
Ilya V***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Macasault09,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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12 months ago
Translation
Good day,
Thank you for the detailed answer. I just got a message from Playzilla that the withdrawals have been processed. I had a total of 3 payments of 1,000 euros each (more you can't) outstanding and they have now been processed. As soon as the money is in the bank account, I will contact you again.
Best regards
Macasault09
Automatic translation:
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12 months ago
Translation
Update: Money 3,000 euros was credited to my bank account today in real-time credit mode.
In summary: I wanted to make the payment on April 31, 2023, but unfortunately I couldn't - it was rejected. It was only in a week on May 7th, May 8th and May 9th that I was able to place 1 payment request each and today on May 10th I received money.
Automatic translation:
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12 months ago
Thank you for your reply, Macasault09. Do you currently have any pending withdrawals or funds you intend to withdraw? If not, we will consider this case resolved.
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12 months ago
Translation
Hello,
Yes, I still have a balance on my account, part of which was requested for payment yesterday. But for now, consider the case solved.
Thanks for the support.
Automatic translation:
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12 months ago
Dear Macasault09,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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