The player from British Columbia had his account closed and was trying to withdraw his remaining funds, but the casino had not communicated effectively. After submitting details for a manual withdrawal on February 5, he still had not received his funds and was banned from contacting live support. The Complaints Team confirmed that the player's account balance was 16 CAD and that the withdrawal was processed on February 17. The player acknowledged receipt of the funds but noted that the casino had misrepresented the timing of the transaction. The issue was marked as resolved.
Playzilla Casino - Player's account has been closed and funds remain inaccessible.
Amount: Can$16
Playzilla Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
This casino closed my account and I have been trying to get remaining funds on my account, and they have not been communicating properly with me. I am not sure how much funds were on the account. They requested me to send details for a manual withdrawal on Jan 28, and I did send the details on Feb 5. I have not gotten the funds yet. I have tried contacting their live support service, but they have banned me from it, so I can not communicate with them.
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1 month ago
Dear Miniwheats90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
- Could you please get in touch with the support team and find out how much money you have in your account? We need this information to set the dispute value.
- Which games did you play - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Dear Miniwheats90,
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.
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3 weeks ago
I can not contact the live support as I have been blocked from their live chat service as mentioned in the opening statement, so I can not find out how much money was on the account, and even if I did have access, they would not tell me. I played casino and live casino. No bonuses used.
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3 weeks ago
Thank you for your reply, Miniwheats90. Have you tried contacting the casino via their email address, which can be found in the Contact Us section (support@playzilla.com)? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 weeks ago
Thank you very much, Miniwheats90, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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2 weeks ago
Dear Miniwheats90,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Playzilla Casino representative to join this conversation.
Dear Playzilla Casino, could you please provide more information about this case?
Looking forward to your reply.
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2 weeks ago
Dear Katarina,
We would like to kindly request to check the information provided via e-mail.
Thank you for your cooperation.
Kind regards,
Playzilla Casino Team
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1 week ago
Dear Playzilla Casino,
thank you for your email.
Dear Miniwheats90,
we have received documentation from the casino indicating your account balance was 16 CAD and the withdrawal was processed on February 17th. Could you please confirm whether you have received these funds?
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1 week ago
Thank you Katarina. This casino was lying when they said they sent in on February 17th. They just processed it yesterday, and it was received, but they were lying.
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1 week ago
Dear Miniwheats90,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
