HomeComplaintsPlayzilla Casino - Player's account was closed after reporting unauthorized withdrawal.

Playzilla Casino - Player's account was closed after reporting unauthorized withdrawal.

Amount: €182

Playzilla Casino
Safety Index:Very high
Submitted: 22 Oct 2023 | Case closed : 06 Nov 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany had reported an unauthorized withdrawal of €30 from his card and was subsequently logged out of his account, which still had a €181.25 withdrawal request and active coupons. The Complaints Team had requested further details from the player, including information on the unauthorized withdrawal, KYC verification status, previous withdrawal history, and any communication from customer support regarding the account block. However, the player did not respond to these inquiries. As a result, we could not investigate the issue further and had to reject the complaint.

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1 year ago

Hello,


I was communicating in live chat about a withdrawal of money from my card without my authorisation. It was €30, the live chat told me to wait a bit. Afterwards, my account was suddenly logged out and this screen appeared. I did nothing to close my account, there is no false information, etc. There is still a € 181.25 withdrawal request I created and I have active coupons. I would like to at least get them back, I would appreciate your help. 


Many greetings!

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1 year ago

Dear szngnl,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

Could you please explain in more detail what money has been withdrawn from your account without authorization? Are you talking about some kind of withdrawal fee?

Could you please specify if you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

Has the customer support specified why your account has been blocked?

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


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1 year ago

Dear szngnl,

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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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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