The player from Germany experienced persistent issues with withdrawing funds from Playzilla, encountering error messages after numerous attempts to withdraw. The live chat support was inaccessible, and email communication failed due to issues with his email client. After contacting customer service, he learned that he had to wager his deposit three times before withdrawal, which he successfully completed. The issue was resolved, and the complaint was marked as 'resolved' in the system.
Playzilla Casino - Player's withdrawal attempts are declined due to an error.
Amount: €1,300
Playzilla Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
Translation
Hello, I urgently need your help. I saw that you have previously resolved an issue with Playzilla, and now I am experiencing the same problem. I have tried to make a withdrawal 100 times, but I keep getting an error message, as you can see in the attached photo. Regardless of the withdrawal method I use, the withdrawal always fails. The live chat is unclickable, and I can't send an email to support because my email client indicates that it's a valid email address. When I click on verification in my profile, it always says that verification is not necessary. (I've also added an image attachment) I really need your help 🙏🏻
Automatic translation:
Public
Public
3 weeks ago
Dear seriouskris,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you made any successful withdrawals from this casino before?
Did you accumulate your winnings with or without a bonus? If you played with a bonus, did you make sure to fulfill the wagering requirements before requesting a withdrawal?
Have you double-checked that you wrote to customer support using their correct email address, support@playzilla.com?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 weeks ago
Translation
Hello Veronika,
Thank you for your quick reply, but I have now reached the friendly live chat customer service and they told me that even if you have not claimed a bonus, you have to wager your deposit 3 times before you can withdraw. I had only ever known this if you also claimed a bonus.
I have now wagered the deposit amount twice and now I no longer receive an error message when I click on withdrawal.
So this case can be closed.
Automatic translation:
Public
Public
2 weeks ago
Dear seriouskris,
Many online casinos have a policy requiring players to wager their deposit a certain number of times before making a withdrawal, even if no bonus is involved. This is typically to cover transaction fees and prevent money laundering or fraud, where someone might deposit funds and withdraw them without actually playing.
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
