The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing account verification. The player confirmed he received a withdrawal from the casino after his verification was complete.
Playzilla Casino - Player is struggling to complete account verification.
Amount: €300
Playzilla Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
1 year ago
Translation
Hello!
I opened an account with the provider playzilla and received a welcome sports bonus of 100% €100! The sales conditions were then met by me and the bonus was released! My account balance was then just over € 800! After that I requested a withdrawal of €500 via Skill! This was paid out after a short waiting period without any further conditions or verification!
Now, on 04/19/23, I have applied for another payout of €300! As a result, I was and will be asked again and again to provide documents to verify my account! (ID Copy, Selfie with ID, Skill Screenshot, Transaction List Skrill Month April, Selfie with ID and Wallpaper Website playzilla, etc etc)! This procedure now takes more than 3 weeks, although it is always said that the exam will be completed in 3 - 7 days! This procedure is really outrageous and just more delaying tactics! The chat support, which I contact every day, always puts me off with the same information that the exam is not yet connected.
I'm pretty much at my wit's end now, although I always promptly delivered all the required documents. I urgently need help here!
I've never experienced anything like this!
Automatic translation:
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1 year ago
Dear Mascht,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise when exactly did you send the last of the requested documents? Have you provided all the required documents as soon as possible and in the correct format?
Could you please forward the communication (emails, chat transcripts) between you and the casino on the topic to my email at tomas@casino.guru ?
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,
Tomas
Public
Public
1 year ago
Translation
Hello Tomas!
I understand all this with the verification and that's ok too! But I keep getting asked to provide my Skrill transaction list for the month of April, once as a list and once as a screenshot! Have done this multiple times now! Today then again the request to send this list via screenshot and a selfie, where I hold an ID card and the playzilla website is open in the background! I did that right away! They just always come up with something new to delay the payout! I sent mail!
Thanks for the help
SG Martin ****
Edited by a Casino Guru admin
Automatic translation:
Public
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12 months ago
Thanks for the explanation, Mascht.
Could you please forward the communication you received from the casino regarding what they require specifically for the KYC verification process?
Please send it to my email at tomas@casino.guru
I'll await your message.
Public
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12 months ago
Translation
Hello! The verification has been done in the meantime and the payment has been made! Nevertheless, there is a stale aftertaste for this eternally long waiting time and also this, in my opinion, complicated procedure for verification! I've never experienced anything like this - so please be careful and have a lot of patience with this provider
Automatic translation:
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11 months ago
Dear Mascht,
I'm glad to hear that your account was verified and you already received your funds. 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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