The player from Germany had their winnings withheld and account blocked without further explanation. Player’s complaint has been resolved successfully.
Playzilla Casino - Player's withdrawal has been withheld.
Amount: €310
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
it's a shame that a casino can do what it wants.
I deposited € 40 and got a 200% non sticky bonus.
Fortunately, I was quick to start with a few wins at around € 270.
So I made sure in the chat that it is non sticky and that I can cancel the bonuses.
After that, € 150 paid out and no reaction for 2 days (email or something)
I got the feeling, please don’t mess around and faxx, as I only recently had such a theater in another casino, which in the end paid me off, but blocked my account for no reason and without comment.
Today (day 3) I would like to log in again here: Account disabled by Administrator ''
Well, I thought .. it was clear ..
Important: I read through the ABG'S completely several times before playing and didn't break any rules.
So purely in customer support and what is the answer to the question of what about my account?
"You will receive an email soon, I cannot give you a reason beforehand and a reference (image attached screenshot) to point 3.11," We reserve the right to block accounts for no particular reason. "
I'm slowly losing my faith in casinos .. of course you know this clause that casinos create themselves to exclude any payout / any customer that could be expensive or without any reason, but that really goes too far.
The only thing missing is that they write me something and any related phrases by email and I don't even get my money.
Deposit: € 40
Open payout € 150
Real money credit at last login (09.10.2021) 160 €.
Automatic translation:
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3 years ago
Dear Gurkenpapst1992,
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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?
Do I understand correctly that you have cancelled the active promotional offer before completing the bonus requirements?
I have checked the general bonus terms and conditions, and this is what I found https://playzilla.com/en/rules:
It means that you have to complete the wagering requirements and afterward you would be able to cash out your winnings. The awarded bonus amount won't be deducted from your winnings as it was a non-sticky bonus. Nevertheless, the bonus wagering must be completed. Please understand what a non-sticky bonus means:
"A Non Sticky Casino Bonus is a cashable bonus that a player can convert into cash once they have met all the bonus requirements. A player usually receives the bonus upon signing up and making their first deposit. A typical Non Sticky Bonus ranges from 50% – 100% of the deposit."
"To put it another way, a sticky bonus is added to your bankroll, usually when you make a deposit, and when you're done gambling and want to cash out, the sticky bonus is deducted from your balance. ... On a cashable deposit bonus, you can cash out any money from the bonus"
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
I opened my account 3-4 days ago.
When I made a deposit, my account was divided as follows:
Real money balance: € 40
Bonus: € 80
I only played a machine (slot) that is not under prohibited games and after a few hours I had the following status in the account:
Real money balance: € 210
Bonus: € 80
Then I asked in the chat whether the bonus was non sticky and made sure that only the bonus (€ 80) and my real money balance (€ 210) remained in the event of cancellation.
But I only have a screenshot of this where it was confirmed to me that all bonuses there are non sticky.
I said straight away that I would like to be verified in order to save time later in the event of a possible payout.
It was then said that I will be contacted as soon as my verification documents are needed, but before that it won't work.
I thought it was stupid and of course I thought to myself: "Great, if a verification cannot be ordered by myself, then it will be used as a delaying tactic when paying out" - but I accepted, so my account was not verified .
Even with requests for payment (I was only shown Myfinity, although the deposit was by credit card & I didn't even have a Mifinity account), they always said, your account has been checked, please deposit € 10 by bank transfer so that you can see a bank transfer, for example , never was there any talk of anything wrong, etc.
(Was in this regard 3x in live chat)
Since I always got an error message when paying in by bank transfer, I was forced to create a Mifinity account, deposited € 10 again and requested the payment via Myfinity. (150 €)
I then increased the remaining real money balance from € 60 (with the same slot as back then and 2 basketball live bets) to € 160.
The next day (yesterday evening, October 9th, 2021) the message "user disabled from administrator" came up when trying to log in and the answer I was asked in the chat, as mentioned, was "The casino can block accounts without a reason" 'pointed out.
As I said, I had an open withdrawal request for € 150 and a balance of € 160 in the account.
(I have a screenshot of the withdrawal request).
Current status as I said: Account blocked for no reason, mail should supposedly come from them as soon as possible ... ''
Edited
Automatic translation:
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3 years ago
Could you please advise if you have completed the wagering requirements of your first activated bonus?
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3 years ago
Translation
Hi there,
Since it is non sticky and I was told I can cancel before fulfillment, I logically did not fulfill the conditions, these do not apply in the case of cancellation, only the € 80 bonus was then gone.
This is also the normal procedure with Non Sticky.
Today I received a mail that I should give my bank details for a refund, I have sent it and now I wait because no amount was mentioned in the mail.
If they only transfer the deposits back to me now, I feel really pissed off.
I specifically asked for my open request (150 €) and my real money balance (160 €) to be transferred.
Wait and see ...
Still a pissed off in my opinion, and the ban without comment shows me that it was really just arbitrary, because it doesn't seem to suit them that I have € 310 after I only deposited € 40.
I will let myself be surprised.
Automatic translation:
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3 years ago
Dear Gurkenpapst1992,
As I mentioned earlier, I'm afraid your definition of non sticky bonus is incorrect. Non sticky bonus means that the rewarded bonus amount won't be deducted when wagering requirements are completed and a withdrawal requested.
If you have cancelled your bonus before completing wagering requirements, I'm afraid you won't be entitled to any winnings. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.
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3 years ago
Translation
Hello Petronela,
On the subject of my definition of not sticky is wrong: I have just received an email that I have received the full € 319 transfer, so my definition is correct.
You should probably go through the topic again in more detail. 😉
The complaint can therefore be closed.
Automatic translation:
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3 years ago
Very interesting, nevertheless, I'm very happy that you have received your winnings. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Gurkenpapst1992, for your cooperation and confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
