Playzilla Casino - Player experiences withdrawal issues.

Hi, I apologize if this is not the right area to report an issue with your site, but I need help with something else. I noticed that you previously resolved an issue with Playzilla, and now I'm experiencing the same problem. I've tried to make a withdrawal each day but I keep getting the error, as you can see from the attached photo. If possible, could you please help me? I urgently need to withdraw some funds and I'm at a loss as to what to do. The quality of their support service is awful - no one has been able to help despite my having reached out four times. I really need your assistance 🙏🏻.

Dear cataldomarco31,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you please advise if you passed the full KYC verification?

How long have you been experiencing difficulties with your withdrawal? Have you contacted customer support regarding the technical problems with the withdrawal of your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear cataldomarco31,

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.

I have not made any successful withdrawals from the casino.

He didn't ask me for any verification and says he doesn't need any verification.

for almost a month, and I have tried to contact support several times but nothing to do.

Could you please forward me any communication with customer support that could be relevant for the investigation of your case? My email address is veronika.l@casino.guru. Thank you.

I sent the email.

I have not received any email from your email address. Could you please double-check if you sent your message to veronika.l@casino.guru? Thank you.

I sent it, check it again.

Thank you very much, cataldomarco31, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello cataldomarco31,

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,

Could you please provide more information regarding the player's withdrawal issues? What caused the error with the player's withdrawal? Additionally, if the withdrawal cannot be processed to their bank card, what alternative payment methods can you offer for the player's withdrawal?

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.

and I will never see my money, case unsolved and you as useless as their assistance!!!

Dear Customer,

Thank you for reaching out.

Please accept our sincere apology for the inconvenience caused. We sent you an email with the information request in order to place a manual payout of winnings. Looking forward to your reply.

Best regards,

Customer Support

I have sent all the credentials, I hope you do your duty soon, thanks!

I would like to thank casino guru for helping me withdraw my winnings, I would never have been able to withdraw a penny without them since playzilla doesn't give you a way to withdraw money directly from the site, I won't use that betting site again because it's not worth it, thanks Still!

Great news, cataldomarco31. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals, whether from Playzilla Casino if you decide to give them another chance or any other casino you choose, will be processed without any unexpected delays.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru