The player from Germany has been waiting for 2 weeks for their withdrawals. The delay seems to be caused by incomplete verification. It has been 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
3 years ago
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3 years ago
Translation
Playzilla has been ignoring my withdrawal requests for two weeks. I have a total of three pending withdrawals totaling over €3000.
On 01/29/2022, 01/30/2022 and 01/31/2022 I applied for the payouts in 1000 € steps.
Today is February 13th, 2022 and the withdrawal requests have still not been processed.
So far, there hasn't been a single response from the finance department to my withdrawal requests, except for the request to verify my identity, which I initiated after umpteen emails to customer support only seven days after my first withdrawal request.
For two weeks I have been put off by customer support with the same words. The request was too high and so on and so on... According to the terms and conditions, a withdrawal request should have been processed within 1-3 working days.
The deadline for processing my withdrawal requests has long passed. Even the verification has not been processed for a week, despite submitting my documents. How can I go ahead now? I can't even access my deposited money, let alone my winnings. Do I even have a chance? Could you possibly help me in this matter?
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3 years ago
Dear GIROMAT,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Do I understand correctly that you still haven't received any confirmation regarding successful verification?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
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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3 years ago
Translation
Hello dear Kristina,
Thank you in advance for the quick feedback.
I haven't had a successful withdrawal yet as the three withdrawals mentioned above are my first withdrawal requests.
I have not yet received confirmation of successful verification. After I contacted the casino again on 02/10/2022 and put a little pressure, I was only informed by email the same day that I should wait for approval for verification and that this verification will take 1-3 working days to process take. Since I always got the same answer to the query about the verification period in the customer support chat, I doubt that there will be any feedback on the verification procedure by February 15th, 2022 at the latest. So I contacted you immediately. On February 15th, 2022 I will inform you about the current status of my verification request.
I will email you my email correspondence with the casino.
Thank you in advance for your efforts and for your time!
Best regards
Hilal
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3 years ago
Thank you very much GIROMAT for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello GIROMAT,
I looked at your complaint and will do my best to help you. I would like to invite Playzilla Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Translation
Hi, everyone,
As feared, Playzilla has once again made empty promises.
There was no response to the verification process, although last Thursday I received written confirmation from the alleged finance department that it would be processed within 1-3 working days.
Since February 5th, 2022 I've been waiting for a simple verification without justification!
I now doubt that there is even a finance department at this casino.
Thank you to you two. I hope that with your support something will develop positively.
Best regards
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3 years ago
Thank you for reaching out!
To begin with, we would like to congratulate you on your winnings!
Be informed that after submitting all the necessary documentation, the gaming account was successfully verified - you should have received the notification in your inbox.
Furthermore, we would like also to inform you that the first payout has been processed today and the funds will soon reach your bank account. The second and third transactions will be processed on February 17 and February 18 respectively.
We hope this has been addressed to your satisfaction.
Please let us know if you have any questions or comments.
Best wishes,
Playzilla.com
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3 years ago
Translation
Hi there,
I hereby confirm that the processing of my verification request has finally been completed.
I hope that by February 18th, 2022, without further delays on your part, the other two payments will be processed and approved as soon as possible. I ended up having to wait two and a half weeks for it.
On February 18th, 2022, depending on the status, I will then announce the case as settled or always not settled here.
Thanks in advance!
Greetings back
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3 years ago
Translation
Hello dear Casinoguru team,
Playzilla lived up to its promises exactly. All three payouts were processed immediately and I received the money in full today.
I would like to thank everyone who helped to solve my problem. Without your support I would definitely not have made any progress. Thank you very much!!
At this point I would also like to thank Playzilla for the quick processing of the payouts within these three days.
Thank you dear Kristina!
Thank you dear Viliam!
thank you
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3 years ago
Hello Giromat,
very glad to hear that all was settled.
Looking forward to welcome you this weekend again with us, our latest games and unique offers. Enjoy your Winnings!
Happy and exciting weekend to you!
Best wishes,
Playzilla.com
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3 years ago
Dear GIROMAT,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
