The player from Germany is unable to withdraw winnings of 700 EUR from Playzilla due to repeated rejections of his deposit proof, despite successful ID and address verification. Multiple inquiries to customer support have not yielded assistance for weeks.
Playzilla Casino - Player’s withdrawal is delayed due to unfinished verification.
Amount: €700
Playzilla Casino
Safety Index:Very highSafety Index
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9.3
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Case opened
Current status
Waiting for Casino Guru to reply
6d 4h 26m 5s
Case summary
19 hours ago
Public
Public
22 hours ago
Translation
Hello,
Perhaps you can help regarding Playzilla. Based on the experience report here on Casino Guru, I signed up with Playzilla. Using a bonus, I managed to win 700 EUR. During the account verification process, my ID and address verification were already accepted. However, my deposit proof has been rejected multiple times, even though I have provided the necessary documents several times. Despite multiple inquiries with customer support, I haven’t received any real assistance for weeks.
Could you please assist with this issue?
Thank you in advance!
Automatic translation:
Public
Public
20 hours ago
Dear fata333,
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 take KYC lightly and it might take a few working days to complete this thorough process.
Could you please specify which documents you submitted as your proof of deposit?
Have you made sure that the documents contain all your personal information as well as the information about the transactions sent to the casino?
Have you provided all the required documents on time and in the correct format?
When was the last time you sent a proof of deposit to the casino for verification?
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,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
19 hours ago
Translation
Hello Veronika,
Thank you for your quick response. Here is the situation:
- I made 2 deposits via Apple Pay / credit card and via crypto.
- The credit card statement and the transaction statement from the crypto wallet were uploaded as proof of payment.
- In both cases my personal information is included.
- Proof of payment is uploaded in the permitted formats.
- The payment proofs were uploaded again today.
Is further information required?
Thank you in advance and your help!
Best regards, Fatih
Automatic translation:
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