The player from Italy had requested a withdrawal of their 500€ winnings from Playzilla over a week ago but had not received their payment, suspecting the casino of delaying the process. The user's account had not been verified at the time of the complaint. The player later confirmed that they had received their winnings, leading to the successful resolution of the complaint.
Playzilla Casino - Player's withdrawal is delayed.
Amount: €500
Playzilla Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 weeks ago
Translation
Hi,
On the 17th of the month, I won 500 on Play Zilla and made a withdrawal request. I was informed that it would be processed within 1 to 3 working days. On the third day, I was told that it would take 3 to 5 days, but until today, the withdrawal remains pending. They always respond that it will take 3 to 5 days and keep sending the same email over and over again, without even answering my questions. Can you please help me? I suspect they don't want to pay.
Automatic translation:
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2 weeks ago
Dear nik1010,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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2 weeks ago
Translation
ok thanks I will come back then after the 14 days no my account is currently not verified and they don't ask me for verification
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2 weeks ago
Translation
I received my money we can close the complaint thank you very much
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1 week ago
Dear nik1010,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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