The player from Italy was experiencing difficulties withdrawing their winnings due to ongoing verification. The player received payments approximately 3 weeks after submitting the withdrawal request. The complaint is resolved.
Playzilla Casino - Player's withdrawal hasn't been processed.
Amount: €3,000
Playzilla Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Greetings,
I am writing this complaint because in my opinion Playzilla is a scam site🤬! For about 10 days I have made 3 withdrawals and despite having talked to their operators both in chat and through operators, every day there are a thousand different excuses both for verifying the account and for collecting my winnings, 3 winnings of € 1000 . It should be noted that out of 3 pending withdrawals on the site I only see 2🤬! After sending them a thousand documents they requested, they assured me in chat that in a short time they would proceed with the verification of the account .. but after 10 days there is still another excuse! Now they asked me to remove the vpn when I log in and in the last 3 days I have always removed it. I explained to them that I am a soldier and I am in Kuwait for work and I use the vpn for netflix and Dazn .. then they asked me when to return to Italy .. and rightly with the work I do I can not give too much info. I don't know what to do anymore .. 🤬🤬🤬 for me it's a scam site !!! 🤬🤬🤬
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2 years ago
Dear Ragmn82,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided? Have you submitted all the required documents as soon as possible and in the correct format?
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,
Kristina
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2 years ago
Translation
So, assuming that the first time I asked for info on the withdrawal situation, the operators, both in chat and by email, replied that everything was ok with the verification of my account and my documents. After 3-4 days I contacted them again to ask for updates on account verification and withdrawals and they always replied everything ok and to be patient and apologized for the delay because they had too many withdrawal requests. Then after 1 week I get an email from them from Kyc@supportolayzilla.com asking me: passport, bill and photo of prepaid card used in deposits. I will immediately send them by email all the documents they requested! After 10 days I have not received any more response from kyc!
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2 years ago
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And I add that in chat days later I asked the operators if my documents were affixed, receiving a positive response! In the last 2 days they invented this thing about the vpn .. and consequently they do nothing but delay the collection of my winnings and the verification of my account !!! 🤬🤬🤬
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2 years ago
Thank you very much for your reply, Ragmn82. Before we move forward with this complaint, could you please 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
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Good morning, then I accidentally deleted last week's email from kyc. And it should be noted that already 7 days ago I had sent all the documents requested by them without having any answer and if indeed the documents were ok. Then after a couple of days I wrote to kyc asking for updates and never received an answer! Everything is scandalous situation started on 28/05 and today after 16 days total of my withdrawals nothing is known, much less about the verification of my account! This morning I entered the site and I realized that among the withdrawals instead of 3 of 1000 € I found only one🤬. I enter the chat and the operator tells me that I have to wait for the answer from kyc. In short .. always the usual answers for 16 days now. Then 3 hours ago after a week, I received this email from kyc which I attach. 
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2 years ago
Thank you very much Ragmn82 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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
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Finally, after 18 days between account verification and withdrawal requests, I was credited with my winnings 🎉🎉🎉 .. CASE SOLVED. Thanks so much for the support
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2 years ago
Hello, Ragmn82,
Great news! Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Although I sincerely hope it will not happen, 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.
Best regards,
Branislav, Casino.guru
