The player from Austria faced withdrawal denial by the casino, which insisted on verification of prepaid Greenpay cards that could not be provided due to their anonymous nature. Despite multiple attempts to explain the situation, the player received unhelpful responses directing them to other departments. The issue was resolved when the KYC department removed the cards from verification, allowing the player to become verified. The Complaints Team confirmed the resolution and offered further assistance if needed.
Playzilla Casino - Player's withdrawal is delayed due to card verification issues.
Amount: €1,000
Playzilla Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 days ago
Public
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3 weeks ago
Translation
Hello!
I've been denied my withdrawal for days now. The casino is demanding a photo of both the front and back sides of my 3 Greenpay prepaid credit cards, which I purchased at the gas station, including the cardholder's details. These Greenpay cards are anonymous, so it is impossible to provide what they are asking for.
I've been trying for days to explain this to them, but they always just tell me to contact this or that department.
Attached is a letter from Greenpay cards, which they sent me upon request.
Automatic translation:
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3 weeks ago
Dear platti19951,
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.
- Do you have evidence of purchasing these three cards?
- Do you still have these three cards?
- Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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2 weeks ago
Translation
The value in dispute now amounts to €6,000
Automatic translation:
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2 weeks ago
Dear platti19951, do you have any evidence of purchasing these cards, such as a receipt from the gas station?
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2 weeks ago
Translation
The cards have now been removed from the verification by the KYC department. I am now verified. Thank you
Automatic translation:
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2 weeks ago
Dear platti19951, thank you for the information provided.
Do you need any further assistance, or can we consider this case resolved?
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2 weeks ago
Dear platti19951,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
