The player from Switzerland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After 18 days of waiting and no satisfactory response from the casino, the player expressed frustration and requested to close the complaint, labeling the casino as a scam. The complaint had been rejected as per the player’s explicit request.
Playzilla Casino - Player’s winnings haven’t been received yet.
Amount: 31,300 CHF
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
Other
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
I deposited crypto into Playzilla. I then won a total of 32,800 CHF. I deposited around 2,000 CHF. Playzilla's terms and conditions state that you can pay out differently depending on your status. My status is the lowest and I can request a payout of max. 500 CHF every 24 hours and have a maximum of 3 active payout requests. The payouts should take a maximum of 3 working days. My payout is limited to 7,000 per month. I think that's all stupid, but that's just the way it is. I requested 3 payouts of 500 each and received them after 7 days after contacting customer service several times. Then I requested a payout on February 7th, 8th and 9th. For the first payout I was able to request 800 (my status was different back then somehow) and for the second and third payouts I was able to request 500 each. After 3 days I contacted customer service and was told that the payout was delayed. Now 10 days have passed (nothing is processed on weekends) and I still haven't received my payout. In the payouts you can see the active withdrawal requests and you can also cancel them there. The withdrawal requests have disappeared, I haven't received the payouts, I can't submit new withdrawal requests and customer service tells me that everything is fine but the payout is simply delayed. I don't believe that, I think it's a scam so that players gamble everything away again out of frustration. It's a big win and if I can 'only' withdraw 7000 CHF per month, it will take at least 5 months until I have paid everything out. But the delays mean it will take much longer. I want to receive this money and I feel like I'm not getting anywhere. Can you please help me.
Automatic translation:
Public
Public
1 month ago
Dear Onemore,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
1 month ago
Translation
I don't think I need to wait any longer. I've already been waiting 12 days for the payout and I'm not getting anywhere with "customer support". On top of that, I can't make any more withdrawal requests until the current withdrawal is completed. I can request 500 per 24 hours, 7000 per month in total and I still have an amount of 29500 that I want to withdraw. If Playzilla were to stick to the rules, it would take me almost 6 months to pay everything out and probably years because of these delays. I really don't want to wait any longer and want to address the problem now.
Automatic translation:
Public
Public
1 month ago
Translation
14 days have passed and I still haven't received anything.
Automatic translation:
Public
Public
1 month ago
Dear Onemore,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
1 month ago
Translation
Good day
No, I have not received a payout yet and there are no new developments in my case. I am still told that Playzilla's finance department will process my payout as quickly as possible, but I don't think 14 days is fast at all.
Automatic translation:
Public
Public
1 month ago
Thank you Onemore for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 month ago
Dear Onemore,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Playzilla Casino representative to join this conversation.
Dear Playzilla Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Public
Public
4 weeks ago
Thank you for reaching out to us.
Please know that your case is being reviewed by the relevant team, and you will be notified as soon as there is an update.
Best regards,
Playzila Casino Team
Public
Public
4 weeks ago
Translation
Dear Playzilla Casino Team
This is another answer that I cannot do anything with. I am not satisfied with this answer. I have been waiting for 18 days and I am simply told that I have to wait even longer.
Dear Casino Guru Team
What are my options other than continuing to wait?
Automatic translation:
