The player from Italy had won €5000 while using a €5 bonus but encountered a lockout, which reset his balance back to €5. Despite having asked customer service for assistance, they requested an IDbet for the winnings, which did not appear in his game history, preventing him from resolving the issue. The complaint was rejected due to the player's lack of response to follow-up questions, which hindered further investigation.
Playzilla Casino - Player's winnings are confiscated due to missing IDbet.
Amount: €5,000
Playzilla Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
Playzilla Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
This morning I was playing with the €5 bonus that the casino gave me. While playing with this bonus I won €5000, shortly after the application it went into lockout. I left and entered the casino and my balance returned to €5.
I asked the casino customer service for information, and they ask me for an IDbet of the winnings ... the problem is that this IDbet does not appear in my game history, nor even those prior to the winnings. In the game history it only shows me those from when I entered for the second time and extensive. And the casino says it cannot help me if I do not provide this IDbet
Automatic translation:
Public
Public
1 month ago
Hello maanuelepalmisano7,
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 already verified and if yes, since when exactly?
- Was it a registration bonus or some other one?
- Do you have any kind of evidence of your winnings?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
