The player from Italy had been facing delays in the withdrawal of her winnings. She had made multiple deposits since April, but the payout process had been held up due to document verification issues. Despite having provided the required documents, her withdrawal was still pending. The casino had asked for additional documents related to her PayPal transactions, which she had provided but claimed were unrelated to her casino deposits. After a month of waiting and our intervention, the casino finally approved her documents and processed her withdrawal.
Playzilla Casino - Player is frustrated with long verification and delayed withdrawal.
Amount: €500
Playzilla Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
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I signed up for the Playzilla site at support@playzilla.com in April and made several deposits. When I tried to withdraw my winnings, they told me the payment was in progress. After a week, they asked me to validate my account. I've been sending the correct documents for days, but as of May 1st, my withdrawal is still pending. I've explained repeatedly that the transaction list includes actions from my two virtual cards since they're digital and generated by a non-physical account, and that the Postepay card has its own transaction list. I've also sent both lists by email. Naturally, I have requested the withdrawal to my physical card, the Postepay. Thank you, I kindly ask for your assistance in withdrawing my winnings.
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7 months ago
Dear Codex28,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Could you kindly specify if the casino approved any of your identity documents you sent for verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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7 months ago
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Proof of identity of the card address and the movement lists of the 3 cards, two cards are virtual, one is Postepay
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7 months ago
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Last update the casino that doesn't accept payments with paypal asks me for the top-ups I made with paypal on my cards I spent all day explaining that I didn't use paypal but I still provided the paypal transactions
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7 months ago
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Good morning, I have an update. I have already provided all the documents in PDF as already explained. Today an operator tells me that they cannot find the transactions for April 11th with PayPal. I explained that despite having sent the PayPal transactions, I did not make deposits. April 11th, I made deposits. only April 14th and 15th and therefore their request is wrong I attach proof to them and the operator tells me that she will report the fact today
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7 months ago
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I'll copy the answer for you
Thank you for contacting our Customer Service Team.
We inform you that to continue with the verification of your account it will be necessary to upload the requested document on the specific verification page within your personal area; i.e. the transaction history of your Paypal card which also shows the top-up made to the card by you on 11.04.24, in original PDF format provided by the card issuer.
Documents not in PDF format or not uploaded to the area mentioned above cannot be accepted.
If you have any further questions, please feel free to contact us via email support@Playzilla.com or via Live Chat.
If you wish, you can share your opinion regarding our service [ HERE ]
Best regards,
The Playzilla.com team
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7 months ago
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Document not accepted again just now please help me
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7 months ago
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Evening update just now, yet another operator I spoke to tells me this
When I sent the list of card movements they read a PayPal movement of 250 euros. Movement that has nothing to do with deposits or casinos in general. I explained that it was a simple exchange of money between friends as is done with PayPal and he asked me not to contact him for two days
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7 months ago
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Yet another update after having uploaded the list of PayPal movements which was not needed but I had provided anyway today they asked again for the list of movements which I reloaded for April
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7 months ago
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Thank you for contacting our Customer Service Team.
We hereby inform you that we will update you on your verification next week.
We are currently working on his case every day but we need a few more days.
We thank you for your very kind collaboration and understanding, you will receive an email as soon as we have news.
The whole team wishes you a peaceful Sunday and a good start to the week.
If you have any further questions, please feel free to contact us via email support@Playzilla.com or via Live Chat.
If you wish, you can share your opinion regarding our service [ HERE ]
Best regards,
The Playzilla.com team
This email is a Playzilla service. Powered by Zendesk .
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7 months ago
Could you please send me the bank statement from the month with the PayPal movement of 250 euros? Does your friend play in this casino as well? Did you use this money for depositing to the casino? My email address is veronika.l@casino.guru. Thank you.
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7 months ago
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For those reading, I played with my money and PayPal has nothing to do with it, they insist on asking for information on my PayPal transaction between friends and I don't understand why
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7 months ago
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I don't know where to turn to solve this anymore
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7 months ago
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They write to me now I think after your intervention and the file is still the same anyway
Gentle
Thank you for contacting our Customer Service Team.
We would like to confirm that the latest document you sent corresponds to what was requested by the relevant department.
We confirm that you do not need to send or upload other documents and it is not necessary for you to contact us every day, as your request has been taken care of by the department and is proceeding with the verification of your gaming account.
We invite you to wait for feedback once the verification is completed. We are currently working on his case every day but we need a few more days.
We thank you for your very kind collaboration and understanding, you will receive an email as soon as we have news.
If you have any further questions, please feel free to contact us via email support@Playzilla.com or via Live Chat.
If you wish, you can share your opinion regarding our service [ HERE ]
Best regards,
The Playzilla.com team
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7 months ago
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Almost a month has passed and they still haven't paid me
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7 months ago
Thank you, dear Codex28, for all your emails. Do I understand correctly that all your documents are now verified and you are only waiting for your payment?
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7 months ago
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In reality the profile appears with the documents approved and verification in progress. I attach the old and new screenshots. When I ask for information they tell me that they need time. To date no one has given me an answer on the times and since it is closed on the weekend the department will spend a month I post the screenshots here and thanks to you
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7 months ago
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After a month of waiting only thanks to your intervention I have just received my withdrawal I would like to point out that I sent the correct documents from the first time thanks to everyone
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7 months ago
Dear Codex28,
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,
Veronika
Casino.Guru
