The player from Rhineland-Palatinate has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Playzilla Casino - Player’s withdrawal has been delayed.
Amount: €3,000
Playzilla Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made my first payout worth €1000 on August 6th, 2022 at 11:48 am. I was then advised that my next withdrawal could only be made 24 hours later (€1000 again). I then did this. And again. So a total of €1000 x 3 (€3000). On August 8th, I asked customer service how long it would take and the usual words came out: we're working on the payment as soon as possible, it's the finance department's turn, etc.
1-3 working days are usual in my opinion and until today 12.08 all payments are still open and unprocessed. I also have a remaining amount in my account that I also want to pay out and this is only possible once the first payout has been completed, as only 3 open payouts are allowed.
If verification is required, I'm more than happy to do so. However, I am told that no verification is necessary and everything is fine. So I ask you to contact me with Playzills Casino so that the payment can be made promptly.
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2 years ago
Dear renelech,
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
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
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2 years ago
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So I will wait until 8/20 and then they will step in? Do I then have to write a complaint again here on the site?
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2 years ago
Thank you for your reply, renelech. There is no need to submit new complaints, all you need to do is to update us in this thread. It will stay open, and you will even receive a notification after this time period passes. Thank you in advance.
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2 years ago
Translation
I received the payouts from 07.08 and 08.08 and immediately claimed 2 new ones. The one from 06.08 is still being processed because the site wanted verification first. This has been completed for 2 days and the 06/08 payout should be in my account soon. Then 2 more are waiting + 2 more will follow. I keep you informed! Thanks very much
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2 years ago
Thank you very much for the update, renelech. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.
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2 years ago
Translation
Everything was paid out after about 30 live chat calls and 2 direct emails to support and finance. Nevertheless thanks for the help!
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2 years ago
Awesome news, renelech. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
