The player from Germany is dissatisfied with the withdrawal process. The player confirmed that she received her winnings, therefore we marked the complaint as resolved.
Playzilla Casino - Player’s withdrawal has been delayed.
Amount: €570
Playzilla Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
Playzilla Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I applied for two payments on March 6th, 2022, once in the amount of 270 euros and once in the amount of 300 euros and since then I have been waiting for the payments. At customer support you don't get any exact information when I'll get my money, only that the finance department is working on it and today I wrote again in the chat because it said my payouts are in the final phase. I haven't even received a request for verification yet. Pure garnix I sent two emails to the finance department yesterday to see what my payouts look like. They didn't even answer. I have also written emails to customer support and it says only my payments are in PROCESSING. I've never experienced anything like that in a casino where you don't get exact answers, let alone an approximate time when the payment will be made. Normally I had to wait a maximum of 5 days in other casinos and then the money was in the account.
Automatic translation:
Public
Public
2 years ago
Dear Jessica,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello, yes I will do that but I think it's not common that I haven't even been able to verify myself yet.
Edited
Automatic translation:
Public
Public
2 years ago
Translation
Can you see my answer I already replied to this?
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Jessica. Please note that some casinos process smaller or first withdrawals without verification. I am not trying to say that this is the case here for sure, but I believe that we should wait for a few more days before we move forward with this complaint.
I will set the timer for additional 5 days giving the casino two full weeks to process the payment and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Public
Public
2 years ago
Translation
Okay, then we'll wait, but I think it should be made public that you have to wait weeks for your payment. Just so players know.
Automatic translation:
Public
Public
2 years ago
Translation
Now I got an email that I get my payouts I'll get back to you when the money is on it
Automatic translation:
Public
Public
2 years ago
Thanks for the updates, sounds like we are on the right track. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
Public
Public
2 years ago
Translation
Good morning so my payments have been received. 😊👍
Edited
Automatic translation:
Public
Public
2 years ago
Awesome news, Jessica. 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.
