The player from Germany is dissatisfied with the withdrawal process. They tried to make a withdrawal by bank transfer but it was unsuccessful. The player then had to register and create an account with a different payment provider, and then was able to receive payment.
Playzilla Casino - Player’s withdrawal has been delayed.
Amount: €1,400
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
Good morning, I requested 1000 euros for payment on 3/7/22 and 400 euros on 3/11/22.
When asked about customer service, they always put off that the finance department will be in touch shortly, which never happens.
Today the requested payout of 1000 euros was added back to my player account without me having canceled anything.
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2 years ago
Dear Sonja,
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
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2 years ago
Translation
Good morning, now my payout has been canceled for the second time with the flimsy justification that it was rejected by the payment provider. However, a payout via another payment method does not work at all from the outset.
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2 years ago
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However, they always offer to try the latest games instead.
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2 years ago
Thank you for your reply, Sonja. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC?
Also, would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Translation
I submitted the documents from my side. The casino has not asked me to do this at all. I haven't had a successful payout yet. If you choose the Bank Transfer payout here, it will be automatically converted to a Myfinity payment from the casino side.
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2 years ago
Thank you very much Sonja for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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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2 years ago
Hello Sonja,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Playzilla Casino to join the conversation and to aid in the resolution of this complaint.
Playzilla Casino, could you provide some insight into the problems the player is experiencing?
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2 years ago
Translation
After almost three weeks, my money was finally paid out. However, I had to create a Myfinity account for this, which now takes more time for verification and the payment to the bank account is delayed again.
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2 years ago
Hello Sonja,
Thank you for the update. Do I understand correctly, you are now waiting to receive the payment?
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2 years ago
Translation
No. The payment came via myfiniti. However, you have to register and verify here first, in order to then transfer the money that was paid out by the casino to the account to the bank account, since the casino has always canceled a payment via the bank transfer offered.
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2 years ago
Hello Sonja,
As you have now received your payment, I will close the complaint as 'resolved'.
Thank you for using the Casino Guru complaint resolution center. 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.
Kind regards,
Adam
