The player from Greece had made a withdrawal 10 days ago and had not received any communication about verification or the status of the withdrawal. The withdrawal remained pending, and the player was unable to cancel it. After further communication, the issue was resolved, and the transaction was completed successfully. The Complaints Team had facilitated the resolution by addressing the player's concerns with the casino's support.
Playzilla Casino - Player’s withdrawal has been delayed.
Amount: €300
Playzilla Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Good evening... I made a withdrawal 10 days ago and no one has sent a single email regarding my verification and withdrawal. Also, since I made the withdrawal, I haven't been able to cancel it, even though it has been marked as pending from the very beginning.
Automatic translation:
Public
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3 months ago
Hello fanisrappas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
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3 months ago
Translation
Good evening again... As I told you before, they have not sent me any e-mail regarding the identification for the withdrawal. The rescue took place on 7/25. I have contacted customer service countless times and have just been told to wait. I don't think it's normal for someone to make a withdrawal and not have an e-mail sent to them for 10 days regarding identification. No document approved as nothing has been sent to me.
Automatic translation:
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3 months ago
Dear fanisrappas,
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.
Best regards,
Casino.Guru
