The player from Germany complained about the lengthy verification process. The player was asked to provide the casino with specific documents as part of additional verification. The player received all disputed funds after the additional verification was complete. The complaint is resolved.
Playzilla Casino - Player’s struggling to complete account verification.
Amount: €1,000
Playzilla Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I'm writing here because I've been waiting for two payouts totaling €1000 since April 12th, as well as for the KYC. I only received the email for verification after multiple requests and now nothing has happened since Tuesday April 19th
Could you possibly help me to speed things up a bit 🙂?
What basically annoys me is that the KYC didn't come for ages because the chat confirmed to me that it wasn't currently necessary for my account. A few days later I received the email for verification😅
I ask almost every day in the chat but unfortunately nothing is happening 😅
Thanks for the help!
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2 years ago
Dear Sebastian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
After I wrote to the chat again on Saturday, I was supposed to send my ID to the support again, this time I even got an answer that my documents were being checked.
I'll keep you up to date, but first of all thanks for opening my complaint, the casino is really fun to play, only the payout time is really not that nice 😕
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2 years ago
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unfortunately nothing is happening again at the moment, I've been waiting for the verification for almost 4 days and 14 days for my payout
Unfortunately, I still only get standard answers from the chat
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2 years ago
Thank you very much, Sebastian, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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alright, thank you very much
small update, the responsible department is finally checking my documents, supposedly I should have an answer in 3 days
I've been waiting for the payout for 16 days and 6 for the verification I really hope your colleague can help me!
Regards
Sebastian
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2 years ago
Hello, Sebastian,
I apologize for my delayed reply and am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Playzilla Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Playzilla Casino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps do a player need to take to successfully verify their account or to speed up the process?
Once the verification is complete, what is the estimated time frame for processing withdrawals?
Thank you in advance for providing the information.
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2 years ago
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I got the message today after 7 days that I'm verified, now I'm just waiting for the payout!
Regards
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2 years ago
Great news, Sebastian! At this point, I sincerely believe it should only be a matter of time before the payment comes to you. Let's provide the casino with a few more business days to process your withdrawal.
I will keep this complaint open until your confirmation regarding successful withdrawal or an update.
Please let us know as soon as you receive the payment.
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2 years ago
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I am happy to report that I received the first of two payouts today!
Thanks also to the support, as soon as I have received the 2nd the case can be closed!
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2 years ago
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unfortunately I'm still waiting for 690€ out of 1000€
currently it's almost 21 days I'm waiting for the payment 😕
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2 years ago
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Hello,
my case can be closed, today after 23 days I received my money in full!
Thanks for the help!
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2 years ago
Thank you very much, Sebastian, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
