The player from Italy won €5000 while using a €5 bonus but encountered a lockout, which reset his balance back to €5. Despite asking customer service for assistance, they request an IDbet for the winnings, which does not appear in his game history, preventing him from resolving the issue.
Playzilla Casino - Player's winnings are confiscated due to missing IDbet.
Amount: €5,000
Playzilla Casino
Safety Index:Very highSafety Index
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9.3
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Opened
Current status
Waiting for player to reply
3d 4h 51m 14s
Case summary
4 days ago
Public
Public
1 week 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 week 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
Public
Public
4 days ago
Dear maanuelepalmisano7,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
maanuelepalmisano7 has 3d 4h 51m 14s to reply
