The player from Germany requested a 1,000€ withdrawal on 01.07.2024, following previous successful withdrawals. Despite wagering the bonus money correctly, their current withdrawal remained unprocessed. In the live chat, they kept receiving the same responses, and they noted that it shouldn't take that long to process a withdrawal. The Complaints Team advised patience, noting that delays could occur due to verification processes or high volumes of requests. The player confirmed the issue was resolved after 16 days, and the complaint was closed as resolved.
Playzilla Casino - Player’s withdrawal of bonus winnings has been delayed.
Amount: €1,000
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
5 months ago
Public
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5 months ago
Translation
Hello,
On 01.07.2024, I made a withdrawal request for 1000€. Prior to this, I had other withdrawals which were processed within 3-4 days. Although it is bonus money, everything was waged accordingly and always under the maximum bet. The other money from the same bonus was also paid out. In the live chat, I keep getting dismissed with the same responses. It shouldn’t take this long to process a withdrawal. I played at another online casino and made a small withdrawal that was in my account in 20 minutes. Can you please help me?
Automatic translation:
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5 months ago
Dear Mxxxi,
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,
Petronela
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5 months ago
Translation
Hello,
Almost 14 days have passed now and before this post closes I am responding to it. With all due respect, I have had enough. I don't know how the casino got so many points from you. I relied on it and was bitterly disappointed. In the meantime I have gambled at other casinos and the winnings were paid out in a whopping 10 minutes. The casino takes more than 2 weeks! My profile is verified, no bonus rules were violated. The payout was cancelable for 1 week, now for 2 weeks the payout has been pending according to transactions. That cannot be. I am asking for your help to get the casino to pay out. After this payout I will close my account immediately and avoid the casino group.
Thanks
Edited
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5 months ago
Translation
The case can be closed. My money was paid out after just 16 days.
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Mxxxi, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
