Playzilla Casino - Player’s struggling to complete account verification.

Hello. Please help me figure out my problem. I registered in playzilla.com,then I wanted to withdraw money, but I received a letter that I must pass verification.

November 13, 2022 asked for a passport and proof of residence. I sent a photo of my passport and utility bill on the same date

On November 14, they asked to send any other proof of residence. On the same date I sent a bank statement

On November 16, they asked to send another confirmation of residence and a selfie with a passport in front of their website. On November 18, I sent another utility bill and a selfie with my passport in front of their website

According to their requirements, verification takes 3 days. More than 8 days have passed since November 16 and I still have not received any response. I wrote to support@playzilla.com and kyc@playzilla. com, but no one answered me

I am outraged that the verification lasts more than 3 days, and they themselves violate their own rules.

Based on the above, I ask you to help me deal with my situation and help me get money. Since I do not want to play in this office anymore.

Dear dinarbdull2022,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

I would recommend that we give it a few more days so that the casino has enough time to review all your documents. If there is no development within a week, we will intervene. Please, keep us informed about any further developments.

Thank you in advance for your reply.

Best regards,

Kristina

Hello, Kristina. Thank you for your answer. I can wait this week. No problem

Hello, Kristina. My problem didn't get resolved. Another letter was sent with a request to send a confirmation of my residence in pdf format. Previously, I sent them three confirmations of my residence, a bank statement, utility bills, a garbage collection fee. I don't have any more documents to send to them. The support service does not explain in any way why the previously sent documents were not accepted. And I do not have documents that are sent in pdf format. I copied their letter:

Dear Dinara Abdullova,

​

Thank you for contacting our Customer Support Team.

​

The team requested a non digital format, pdf is good if you have or one of the recommended formats we sent you which are possible options.

hello. I ask you to clarify my problem will be considered? Time goes by and I'm afraid that you forgot about me)))

Thank you very much for your reply, dinarbdull2022. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina. Tha­nks a lot for your answer. I sent you a letter and screensho­ts of correspondence. By correspondence you can track my pro­blem. Namely, I don't know what I can do for them.

Unfortunately, I am not able to open the document you attached to your email. Could you please forward it in a different format?

Hello, Kristina

I sent you screenshot in pdf format to your e mail

I also posted screenshots of correspondence here just in case

Thank you very much, dinarbdull2022, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi dinarbdull2022,

I've just reviewed your case and am really sorry that you've come across such a problem with Playzilla. I'll try my best to help you resolve the issue by contacting the casino.

I'd like to invite a representative from Playzilla Casino to join the conversation and participate in the investigation of the case. Could you please provide us with more information about the reasons for the player's documents were declined? What are the non-digital formats you were expecting to get the documents in?

Looking forward to hearing from you!

Regards,

Natalia

Dear Customer, Thank you for reaching out. First and foremost, we would like to apologize for the delayed verification process. We would like to inform you that your account has been verified today, with your pending withdrawal for 116 EUR processed as well. We appreciate your patience. Best regards,

Playzilla.com

Dear Playzilla Casino, thank you for the reply!

Dear dinarbdull2022, could you please check if your account is indeed verified and your withdrawal request now has a status "processed"? If so, it's a piece of great news meaning your winnings will be on their way to you. I'm very much looking to hearing from you.

Best wishes,

Natalia

Hello, Natalia.

I confirm that I received my money. Thank you very much for your work. Please close my complaint

Dear dinarbdull2022,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint 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