The player from Germany accepted a loyalty bonus of 80 euros, and according to the casino, there are no payout or betting limits. After playing, the player's balance grew to 5,800 euros which they were told would be paid out to them. However, despite fulfilling the wagering requirements, payout has not yet been received. We rejected the complaint because the player didn't respond to our messages and questions.
Playzilla Casino - Player's withdrawal was not received.
Amount: €5,800
Playzilla Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
I deposited a lot at this casino and won nothing.
Unfortunately, you can only close your account here via the chat.
I was then offered a loyalty bonus of 80 euros.
When I asked how the rules are, I got an answer that it had to be implemented 40 times and that there was no payout limit or betting limit.
Suddenly it seemed like I was lucky.
totally weird.
I turned over the amount, it was like 3200.
After playing for a long time, I got 5800 euros.
these will not be paid to me now, although I was told in the chat that it will be paid to me and that it is my real balance.
but there is a daily amount of 500 euros.
Automatic translation:
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10 months ago
Dear Mulahontas,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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10 months ago
Translation
Hello 🙂 unfortunately my account has not been verified yet. Because that only works if you want to pay something out.
there is no way to upload the documents beforehand.
I was not informed.
2 from the customer support said my complete winnings will be paid out and one said only 320 would be paid out. When asked when and why my account was now simply frozen.
I can not log in anymore.
this is a mess
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10 months ago
Translation
an update.
maybe there was something to file a complaint about.
I was paid once 400 and once 500 euros.
without verification!!!
6000 are still open.
300 have disappeared so far although it was said that it was paid out.
the other money is still on hold.
so I would like to wait with the complaint and see if they continue to pay.
love from
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10 months ago
Those are good news, I guess. Could you please forward your cashier's history to petronela.k@casino.guru while we wait for any further developments? Do I understand correctly that your entire winnings were accumulated from a loyalty bonus?
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9 months ago
Dear Mulahontas,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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