The player from Germany won from a bonus, but his winnings were confiscated, and his deposit was returned. After the investigation, the issue was resolved, and the player received the payment. The complaint was closed as "resolved".
Playzilla Casino - Player's winnings were confiscated.
Amount: €1,000
Playzilla Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I won €1,200 on the site and requested a withdrawal of €1,000. I have provided all the documents needed for verification and they match my account. I then got an email that my account was blocked and the originally deposited amount (€40) will be refunded. But I would have liked to have paid out the €1000 profit. I have not violated any of the points specified in the terms and conditions and when I asked, I was not told which point I should have violated.
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1 year ago
Dear Hilk98,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions so I can better understand the situation.
I am afraid the screenshot you submitted wasn't legible. Could you please advise what was the reasoning the casino gave in order to confiscate your winnings? How long were you a player in the casino? Which games have you played in the casino? (slots, live games, multiplayer)
If you may, please forward the email from the casino to my email at tomas@casino.guru, alternatively post it here.
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,
Tomas
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1 year ago
Translation
Hello Thomas, thank you for your quick reply!
I didn't get a reason for closing my account, only the terms and conditions were forwarded to me. I only played in the casino on two days and during this time I converted the bonus and won the €1,200. I have forwarded the email to the address provided.
greeting
Sven
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1 year ago
Thank you very much, Hilk98, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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1 year ago
Dear Hilk98,
I am so sorry to hear your winnings were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Playzilla Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Playzilla Casino,
Could you please state why the player's winnings were withheld and his account closed?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Dear all,
Thank you for reaching out.
We would like to inform you that after a thorough review of the account, we have come to a decision to re-open it and confirm it as verified. The customer may now request a withdrawal, and we will make sure to prioritise the payment once it is submitted. Please accept our sincere apology for the inconvenience.
Best regards,
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1 year ago
Translation
Dear Stefan and dear Thomas,
Thank you so much for taking such good care of us. It's really a great service you offer here.
Have a nice day!
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1 year ago
Dear Hilk98,
Did you manage to request a withdrawal?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
Unfortunately not yet, because I'm told that I still have to wager the money. I have emailed the casino again and am hoping to get an answer soon. You are also welcome to contact the casino again. I've attached the error message.
Thanks very much! 
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1 year ago
Dear Playzilla Casino,
Would it be possible to remove the wagering requirement for the player to be able to withdraw his funds?
I am looking forward to your response.
Kindest regards,
Stefan
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1 year ago
Dear all,
Thank you for your reply.
We would like to inform you that we are performing manual payouts for the customer, with one 500 EUR payment being completed already. Since the customer has been playing with the balance, we would like to ask him to provide us with the amount he wants to withdraw and we will execute the payment.
Best regards,
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1 year ago
Translation
Hello dear Stefan,
I was able to clarify everything with Playzilla and was paid the full amount.
Thank you again for your help!
LG
Sven
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1 year ago
Dear Hilk98,
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.
Kind regards,
Stefan
