The player from Germany had been struggling to withdraw €30 from Playzilla. Despite having contacted customer support multiple times over the previous three weeks, he had not received the money nor any updates. The player was unsure about the KYC verification process and had not made a successful withdrawal previously. The Complaints Team had asked him to provide more details and had forwarded his complaint to Playzilla Casino. The casino had requested the player's bank details for payment. After providing these details, the player confirmed that he had received his winnings. The issue had been resolved successfully.
Playzilla Casino - Player's withdrawal is delayed by the casino.
Amount: €30
Playzilla Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
Unfortunately, Playzilla is not paying out my amount. After a failed attempt to withdraw the money using the 'Withdraw' button, I contacted customer support. I was given the runaround the entire time. That was three weeks ago. They stated that they would manually make the payment. Not a chance. So far, nothing has arrived and there have been no updates from their side. It can't be that difficult to payout 30€.
Automatic translation:
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8 months ago
Dear marcbukmaier,
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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
Translation
I don't know anything about a KYC verification and Playzilla customer support didn't tell me that either. Customer support wasn't helpful at all and always said it was being processed and that the manual payment was being processed. So far I've just been stalled.
I have winnings with bonus.
I haven't been able to make a successful withdrawal yet either.
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8 months ago
Thank you for your reply, marcbukmaier. Do you currently have any pending withdrawals? If yes, could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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8 months ago
Translation
Hello,
there is only the amount of €30. I can't see a status anywhere. Playzilla just said they would take care of it. There is no transaction history because nothing has ever been paid out. I'm just being held back by Plazilla. I can't do anything about it.
I have sent you the relevant communication by email.
Edited
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8 months ago
Thank you very much, marcbukmaier, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Dear marcbukmaier,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Playzilla Casino representative to join this conversation.
Dear Playzilla Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
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8 months ago
Dear Customer,
Kindly provide us your following bank details for the payment via email at: support@playzilla.com
- Full Name (please include all names including middle names)
- Bank Account’s Owner name
- IBAN/Account no.
- Bank Name
- Bank location (Country)
- SWIFT/BIC
Thank you for understanding!
Best Regards,
Customer Service
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8 months ago
Translation
I have just sent the email with my bank details.
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7 months ago
Dear marcbukmaier,
Have you been able to progress in your verification process?
Thank you.
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7 months ago
Translation
I received the money yesterday.
Thank you.
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7 months ago
Dear marcbukmaier,
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,
Mirka
Casino.Guru
