HomeComplaintsPlayzilla Casino - Player’s deposit has never been credited to his casino account.

Playzilla Casino - Player’s deposit has never been credited to his casino account.

Amount: €750

Playzilla Casino
Safety Index:Very high
Submitted: 12 Dec 2021 | Case closed : 31 Dec 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany has deposited money into casino account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hi there,


I try to pay out my winnings at Playzilla. Unfortunately, this can only be done using the method that was selected when making the deposit. So I contacted the customer center and they told me to transfer a small amount via bank transfer in order to be able to transfer the money to my account. This money went out of my account but did not reach the casino. Therefore, I cannot choose this payment method.


customer service is investigating this incident, but I'm afraid I've been robbed of my profits.

Automatic translation:
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2 years ago

Dear Ronny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.

 

Do I understand correctly that you've accumulated your winnings from a Free Bonus and deposited a minimal amount to verify your payment method? How much was the deposit? Please forward your payment receipt to petronela.k@casino.guru.

 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

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2 years ago

Dear Ronny,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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