The player from Germany had faced two issues: an inability to access the game "Aviator" after a winning streak, and difficulties with withdrawal. Live chat had provided no explanation. The player's account had been deactivated without a clear reason from the casino, hindering him from withdrawing his money. The player had denied earning his winnings through a bonus, and claimed the casino had conducted unusual transactions on his behalf. Despite attempts to resolve the issue, the player's account remained frozen and his withdrawal requests were continually denied. The casino had requested additional information from the player for withdrawal, but it appeared the player had lost all his money in the meantime. The player's lack of response led us to reject the complaint due to non-cooperation.
Playzilla Casino - Player denied access to game and withdrawal problems.
Amount: €766
Playzilla Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
I can't access the game Aviator anymore, and that happened strangely after I was on a winning strike. I tried to ask the live chat what the problem was, but no reason had been given to me. Withdrawal is also a mess, which is another problem.
Dear saad4694,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
hello,
I just want to withdraw my momey at this point, I tried two times but it's always canceled. I used the same payment method that I used to deposit money. So please tell me what I need to do to get my money.
kind regards
Saad B*****
Ps: here are the two times I try to withdraw my money
Hello Nick,
my account on Playzilla Casino is now deactivated, without any reason, and the support is giving no clear reason behind the decision. They only say that the administration decided to deactivate my account and they can’t provide more informations.
So now I can’t access my account, and I can’t withdraw my money, I can’t take any action.
Dear saad4694,
Can you please advise if you did accumulate your winnings with an active bonus? Did the casino give you any explanation of the blocked account? If yes, please forward it to nikolas.b@casino.guru.
I didn't receive my winnings through a bonus. However, the casino has been conducting unusual transactions on my behalf. Currently, there's only 324€ left in my account, which I can't use for playing or withdrawing. Despite receiving an email on Friday, February 16, 2024, stating that they had resolved issues with a game provider, I'm still facing the same problems. Despite reaching out via email and live chat, I haven't received any satisfactory explanations.
I forwarded the email they sent to nikolas.b@casino.guru.
Dear saad4694,
As it might take a while to credit you with the missing balance, can you please advise if there's been any update with the missing money? Did you request a new withdrawal since then and if yes, when exactly?
Hey Nick,
no, there has been no update whatsoever, no response to my emails, my account is still frozen, no withdrawals no playing. Live chat is still not giving me any information.
Thank you saad4694 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello saad4694,
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on the matter.
We would like to invite Playzilla Casino to join the conversation.
Dear Playzilla Casino,
Can you please provide some information regarding the player's withdrawal issues and why the player's account was closed?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear customer,
we are looking into this and we will revert.
Thanks for your patience.
Best regards,
Support
I have been patiently waiting for two months hearing the same exact answer and nothing changes, it only gets worse.
Dear saad4694,
I understand your dissatisfaction with the waiting, but sadly gathering all the necessary information from the game provider takes quite a lot of time. Sadly there is not much else to do here than just wait. Please be assured once there is a development you'll be immediately informed. At the moment I kindly ask you to be patient.
Dear Playzilla Casino,
I understand that gathering all the necessary information may require some time, but could you please specify when we can anticipate any developments?
Dear customer,
In order for us to proceed with the withdrawal of your balance, we kindly ask you to provide us with the following information to our email address:
• Full Name (please include all names including middle names)
• Bank Account’s Owner name
• IBAN
• BIC
• Bank Name
• Bank location (Country)
Thank you in advance for your co-operation.
Sincerely,
Playzilla Administration
Dear saad4694,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear saad4694,
Have you provided all the documents as requested by the Playzilla Casino team? If so, did you pass the verification, and have you received your withdrawal?
Hello Michal,
I don't have any money left to withdraw, that's why I can't finish the process
Dear saad4694,
Does it mean that you have lost the money by continuing to play or why you don't have any money left? Nonetheless, the verification process should proceed regardless of your balance. Have you submitted all the required documents?
Dear saad4694,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Despite advising the player to submit documents for the KYC process, it seems the player continued playing and initially lost all disputed funds without providing further cooperation. Since we haven't received additional responses from the player to verify this or seek further assistance, we must unfortunately reject this complaint. We appreciate the casino team's cooperation.
Should the player face any issues with this or any other casino in the future, they are welcome to reach out to us, and we will do our best to assist.
Best regards,
Michal
Casino Guru
