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.
Playzilla Casino - Player’s deposit has never been credited to his casino account.
Amount: €750
Playzilla Casino
Safety Index:Very highSafety Index
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9.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
3 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:
Public
Public
3 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
