The player from Germany had made a withdrawal request of €800 after successfully complying with the bonus terms. Despite having provided all required identification documents for verification, the player had faced issues with his credit card transaction list, which the casino had rejected twice because it only showed outgoing payments. The player had provided detailed explanations to the casino but was repeatedly removed from the chat. After the Complaints Team intervened and communicated with the casino, the player's verification was completed and the pending withdrawal was processed. However, the payout amount was reduced to €300 as the player had continued to play with the rest of the funds. The casino then blocked the player's account after verification and payment. Despite this, the player confirmed receipt of the money and the issue had been resolved.
Playzilla Casino - Player's credit card transaction list rejected in withdrawal process.
Amount: €300
Playzilla Casino
Safety Index:HighCase closed
RESOLVED
Case summary
On the 19th of November, 2023, I made a deposit of €20 with a 200% bonus. I fully read and complied with the terms and conditions of the bonus. I was able to implement the bonus through a win and had a real-money balance of €1,100 in my account. I requested a withdrawal of €800 and used the remaining money for betting. For the first five days, nothing happened with regard to the withdrawal. After contacting the support twice asking why the withdrawal was still pending and whether any documents were needed for verification, I was asked to provide the appropriate documents for verification. This included proof of identity via an ID document and a selfie, which was accepted. I also provided proof of address through an official document that was likewise accepted. Furthermore, I provided evidence of the means of payment using a photo of my credit card, which was also accepted. Now we arrive at the issue at hand. I was asked to provide a transaction list of my credit card. I uploaded this document twice, and it was declined both times. The reason given was that only outgoing payments could be seen on the transaction list and no incoming payments were visible. I wrote to the support several times and explained that this is a prepaid credit card linked directly to my bank account. Therefore, the payments made with this credit card are directly debited from my bank account. I also suggested that I can submit a document confirming the connection between the credit card and my bank account, and a bank transaction list showing that the payments made from the credit card were directly debited. I got no response other my request would be reviewed, so I should please be patient. During the first call today morning (24.11.23), I was assured the relevant information would be forwarded to the authorization department dealing with verification documents, who would then get back to me. This has not been done. The submitted list was again rejected with the exact same justification that no incoming payments were visible. They requested I should upload another list that shows incoming payments (which don't exist as the amount is debited directly from my bank account). As a result, I twice tried to contact the support again to explain my problem, accompanied by supports still images. However, I was merely removed from the chat and logged out of my account, despite my polite approach and meticulous problem description. To be honest, I'm not sure what to do other than write to the support. However, if they just want to "fob me off" by kicking me out of the chat, I find it utterly user-unfriendly. I sincerely hope that the Casinoguru team can help me, as many others have had very good experiences receiving support from Casinoguru as one can read on their forum. All aspects touched upon here – from the deposit, bonus turnover, withdrawal request, verification progress, and contact with the support – are naturally verifiable through screenshots.
Thank you in advance!
Hello DrTerminus94,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is now locked or not? Which documents have been already approved and which ones not or it is the bank statement only? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may sometimes block the account until the process is finished.
Looking forward to your answer.
Regards,
Nick
Hello Nick,
Thank you very much for quickly addressing my problem.
My account is currently not blocked, I can log in normally. All documents have been approved except my credit card transaction list. The last contact was yesterday afternoon on November 24th, 2023 and it was exactly about the problem described, that the transaction list was rejected due to incoming payments not being visible. During this contact I tried to explain to support that there are no incoming payments on the prepaid credit card because they are debited directly from the bank account & that I can instead submit proof of the connection of my credit card to my bank account and accordingly a transaction list from my normal bank account showing the credit card debits. With this last contact, after being told to be patient for a moment, I was removed from the chat as described without receiving a reaction or answer.
Hello DrTerminus94,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Hello Nick,
I forwarded the communication to you via email. This was the email contact with support where I tried to describe my problem again. The rest, however, was related to exactly the same problem via live chat; I had already sent screenshots of this when I opened the complaint. My transaction list for November would apparently be accepted, but as can be seen in the email, a transaction list for October has now been requested because they are still hoping for corresponding compensation or incoming payments that are not available through the prepaid credit card. The payments are deducted directly from the bank account, which I have also tried to explain several times but apparently without success.
Best regards,
Alexander B*****
The credit card I have is just a way to pay through my checking account. I have no way of generating a negative balance that will be offset with incoming payments. The amount is always debited directly and payment via the credit card function is only possible if the current account is funded.
Hello Nick,
I just did more research about my credit card, here's a little addendum:
The credit card in my case is a debit card where payments are deducted directly from the linked account. This may just be a problem of understanding between the casino and me. I think the casino is or has previously assumed that it is a real MasterCard in which the payments made are offset from the account at the end of the month or, like a prepaid credit card, a credit must first be loaded before it can be used for payment can. This is probably why there is a demand for incoming payments on the credit card transaction list either in the form of credit or a balance payment at the end of the month. Of course, this does not exist with the debit card, as the amounts are not debited from the credit card in advance, but directly from the connected bank account.
Thank you DrTerminus94 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi DrTerminus94,
I've reviewed your case and am sorry that you came across such a problem with the verification of your credit card. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Playzilla Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify the reason the player's credit card statement was rejected? Have you received the explanation from the player about his prepaid credit card linked to his other bank account?
If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
Hello Natalia,
Thank you very much for taking on the problem. My verification has now been successfully completed, I'm just waiting for the payout!
Thank you for the updates, DrTerminus94, that's great to hear.
Was the payout already marked as "processed" or it's pending now? Please, keep us informed about it.
Dear Customer,
We are glad to inform that your account has been verified and the pending withdrawals has been successfully processed. Therefore, we assume the case to be resolved.
Thank you for your patience!
Best Regards,
PlayZilla
Thank you for updates, PlayZilla Casino.
Additional information received via email from the player:
... The payout amount is no longer €800 but only €300 because I still played with the rest. ...
Dear DrTerminus94, based on the reply from the casino, your withdrawal request was finally processed. Please, let us know as soon as you receive the money.
The money actually finally arrived today. The case can be closed, thanks for the support to the Casinoguru team!
However, my account was apparently blocked immediately after verification and payment. Although I can log in for a short time, I am immediately logged out again and I no longer have the opportunity to deposit again. It's very interesting how customers are treated here, just a small addendum so that everyone else can prepare for what awaits them on this website. 😀
Dear DrTerminus94,
I'm sorry you were blocked without any explanation, it happens sometimes that casinos reserve the right to suspend players' accounts, but I'm glad to hear that you finally received the money and the casino fulfilled its obligations to pay you out. I will now mark this particular case 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,
Natalia
Casino.Guru
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