The player from Brazil requested a withdrawal at the beginning of December. The player has received the payment, and the complaint was closed as "resolved".
Playzilla Casino - Player’s withdrawal has been delayed.
Amount: 1,400 R$
Playzilla Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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2 years ago
Translation
I've been trying to make a withdrawal on this platform for about 30 days without success. I think it's a hit. I am used to playing at online casinos and I know the KYC requirements. However, in the case of this casino, they make it very difficult, in addition to the return being time consuming: they do not inform which document the fault is and send a confusing list of documents, including demanding my payslip. In the end, they don't want to pay. Get out of that casino.
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2 years ago
Dear oag16,
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 understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that your account has not been verified yet?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi Kristina, thanks for the help!
Have you made successful withdrawals before?
A: I haven't made any withdrawals yet.
Do I understand correctly that your account has not yet been verified?
A: Yes, the problem is exactly in the documentation: I sent a photo of my passport, driver's license, proof of address, bank statement of the account where I made the payment, account with my internet address (service) and they insist on saying that documentation is still missing.
Have you accumulated your earnings with or without an active bonus?
A: I used bonuses at the beginning, but I did all the rollup, according to casino rules. In this case, the requested amount is already mine.
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2 years ago
Translation
I'll leave two prints here: request for withdrawal and submission of documentation.
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2 years ago
Thank you very much for your reply, oag16. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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I did not save and did not receive any copy of the chats with the Casino (they normally send them after the end of a conversation, directly to the email registered on the platform), which did not happen at Playzilla. I will send you the submitted documentation by email.
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2 years ago
Thank you very much, oag16, for your cooperation. 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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2 years ago
Dear oag16,
I am so sorry to hear your withdrawal hasn't reached you yet. 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 withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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2 years ago
Good day,
Thank you for reaching out.
As a licensed online casino, we have a legal obligation to have in place procedures to comply with relevant regulation in order to verify customers accounts. We understand that the process may be frustrating for the customer, however, we are obliged to make sure the documentation we receive is satisfactory in order to complete such checks.
In the recent communication we have requested the following documents:
A photo of the ID (as we cannot accept scanned documents);
A recent proof of address (we accept any of the following: utility bill (water, electricity, gas, internet or tv bill) , bank statement (not digital bank), payslip or any government issued document (e.g residence certificate), in PDF);PIX transaction history or the last 3 months (the document we received previously is for the period form 09/11/2022 to 09/12/2022).
We did not receive the above documents yet. Once the documents are sent, we invite the customer to notify us in chat or in this thread, so we could prioritize his verification.
Please feel free to contact us should you have any questions.
Sincerely,
Playzilla
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2 years ago
Translation
Come on:
In the recent communication, we requested the following documents:
A photo of the RG (since we do not accept scanned documents);
Recent proof of address (we accept any of the following: utility bill (water, electricity, gas, internet or tv), bank statement (not digital bank), paycheck or any government issued document (e.g. residency certificate), in PDF); PIX transaction history or the last 3 months (the document we received earlier refers to the period from 09/11/2022 to 09/12/2022).
I sent you, about 30 days ago:
- Proof of payment for my internet as proof of address;
- Photo of my driver's license and photo of my passport
- Bank statement - yes, my bank is digital - I even made the PIX for you here in Brazil; If you need another one, I think it's an abusive demand these days.
- I'm a businessman, I don't have a paycheck, and I'm not aware of any KYC law that requires such proof of my income (I even have several verified accounts on regulated cryptocurrency exchanges in my country that have never required such nonsense)
- My account's transaction history for the last 3 months? I can send, but if the digital account is not valid, how can I do it?
We have not yet received the above documents. Once the documents have been sent, we invite the customer to notify us in the chat or in this topic, so that we can prioritize their verification.
You insist that I didn't send it. I even sent all the documentation initially requested to the GURU website team. You don't say above which document is actually missing: you just say that I didn't send it.
Very confusing all this don't you think???
I'm still sure they're stalling and don't want to pay. I've even given that value as lost. I advance that under no circumstances (at the risk of losing these amounts) WILL I NOT SEND PROOF OF INCOME. I am not obliged to expose this data to third parties.
Thanks,
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2 years ago
Dear Customer,
The only email with the documents we received from your email address is dated 09.12.2022 (this one includes scanned documents that we cannot accept). If you sent any documents after that, we kindly ask you to send them again so we could check it accordingly. Please also notify us here or via chat once you do, so we could prioritise the check.
Thank you in advance.
Sincerely,
Playzilla
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2 years ago
Dear oag16,
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.
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2 years ago
Translation
Good Morning!
I just sent all the documentation below (I believe it is more than necessary) proving everything that was requested.
Copy sent to Stefan:
PHOTO DRIVER'S LICENSE (RG)
PASSPORT PHOTO
Personal Bank Statement - 3 months from two banks (Banco do Brasil and Banco Inter)
My company's Bank Statement - 3 months (Banco Inter PJ)
PROOF OF ADDRESS - Boleto from my residential internet
CNPJ OF MY COMPANY (Official document)
Let's wait now what will be the new problem that Playzilla will claim ...
Awaiting return.
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2 years ago
Dear oag16,
Thank you for the provided documents. Could you please send these documents to the support and let me know once you do that?
Thank you very much in advance.
Kind regards,
Stefan
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2 years ago
Translation
Good morning Stefan, which support are you referring to?
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2 years ago
Dear oag16,
I am referring to a Playzilla Casino Support you were in contact with. I was informed by a casino representative that you have to send the documents via casino support. I cannot transfer your personal details and documents because of the protection of your privacy.
Thank you for your understanding.
Please, let me know once you provide the support with the documents.
I am looking forward to your response.
Kind regards,
Stefan
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2 years ago
Translation
Oh yes. It was sent to you with a copy to kyc@playzilla.com. This email was recommended. I don't know of any others.
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2 years ago
Dear oag16,
Thank you for the provided information.
Dear Playzilla casino,
Could you please check the provided documents and respond to this complaint?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Translation
I inform you that I was asked for a new proof of address by Playzilla Casino, which was sent today:
- New proof of address (electricity bill) PDF in my wife's name
- Official document from Brazil (my marriage certificate).
Materials have been copied for you, Stefan.
I inform you that they are EXTRA vouchers, since apparently, my residential internet account was not enough.
I look forward to what Playzilla's new requirement will be. =/
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1 year ago
Good day,
Thank you for your patience.
The relevant team is currently checking the documents we have received yesterday from the customer. We will update everyone once the check is completed.
We appreciate your cooperation.
Sincerely,
Playzilla
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1 year ago
Dear All,
Thank you for your patience.
The documents were checked by the relevant department. There is still a document required to complete the verification.
We have informed the customer about the requirements the document has to meet via email.
Please feel free to contact us if you have any questions.
Sincerely,
Playzilla
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1 year ago
Dear oag16,
Did you manage to provide the casino with the necessary document?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Translation
Good afternoon, yes, I sent at least 15 documents, but Playzilla insists that I need to send a new address document.
The available document I have is in my wife's name: I sent the proof in her name and sent a photo of the official document (marriage certificate). But it doesn't seem to be enough.
There is clear abuse by Playzilla.
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1 year ago
Dear oag16,
Do you have any other options to show the casino your proof of address?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Dear oag16,
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.
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1 year ago
Translation
Hello, I am transferring a proof of address (previously in my wife's name - with proper documentation presented) to my name to be able to present. This will take a few more days to happen.
They did not accept proof of my residential internet as proof.
I'm being forced to do this. Now it is necessary to wait for the water operator in my region.
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1 year ago
Dear oag16,
Thank you for your willingness and the information provided.
Please let me know once you provide the necessary documents to the casino support.
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
Hello, I inform you that the registration with the water operator in my city was carried out successfully. I'm just waiting for the next bill to be sent so I can make it available as proof of address. I ask you to wait a few more days. Thanks,
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1 year ago
Dear oag16,
Thank you for the provided information. No worries, I will set the timer for additional seven days and, if necessary, another seven days to respond.
Please let me know once you provide the necessary documents to the casino support.
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
Hello, I inform you that my account has not yet been created. As it expires on the 25th of each month, it will soon be available and I will send it to the casino. Thanks,
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1 year ago
Dear oag16,
Thank you for your response and the information provided.
I am awaiting your response once you have the document ready.
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Dear oag16,
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.
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1 year ago
Translation
Good morning!
I inform you that I sent the water bill for my residence today (according to Playzilla's last request), as a way of proving my address. I sent it with a copy to stefan.m@casino.guru .
Latest order from Playzilla:
Expensive,
Thanks for your patience.
The documents have been verified by the competent department. There is still a document required to complete the verification.
We inform the customer about the requirements that the document must meet by email.
Please feel free to contact us if you have any questions.
Sincerely,
playzilla
We will now see if the reason was just that, or if new requests will come.
Thanks,
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1 year ago
Dear Playzilla Casino,
Could you please state if the player's provided document was verified?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Dear Team,
Thank you for getting back to us.
Upon the review of the customer's documents, it was decided to close the account in question.
However, the customer's balance will be paid in full. The payment is planned to be processed soon. We will inform the customer via email once it is done.
Please feel free to contact us if you have any questions.
Sincerely,
Playzilla
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1 year ago
Dear Playzilla Casino,
Thank you for your response and the information provided.
Dear oag16,
It is good news that you are being paid in full. Please, keep in mind that the casino has the right to close your account at any time without any disclosed reason, of course, with the obligation of payment.
Thank you very much for your understanding.
Please let me know once you receive the payment.
I am looking forward to your response.
Kindest regards,
Stefan
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1 year ago
Translation
Hello, I received the same communication from Playzilla, but I still haven't received the payment.
As soon as they make the payment, I'll let you know here.
Okay about closing my account.
Thanks!
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1 year ago
Dear oag16,
Thank you for your response.
Please keep up updated.
Kindest regards,
Stefan
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1 year ago
Translation
Good morning! I inform you that the payment by Playzilla has been executed. Thanks to the Casino Guru team for their help and support. Success to all.
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1 year ago
Dear oag16,
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
