HomeComplaintsPlayzilla Casino - Player's withdrawals have been canceled.

Playzilla Casino - Player's withdrawals have been canceled.

Amount: 1,000 CHF

Playzilla Casino
Submitted: 24 Jan 2025 | Case closed : 12 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Switzerland faced repeated issues with a withdrawal that had been canceled twice. While the casino claimed the bank rejected the payment, the player's bank had no record of such an issue. The player had previously requested account closure, but it was not processed, and they were instead offered a bonus. The complaint was rejected due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation into the matter.

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Translation

I made a withdrawal on 01/23/2025.

It was canceled twice.

When I asked in live chat, they said my bank had rejected the payment.

Called the bank, they had no knowledge of it, and if it did happen, there would always be a reason given.


I'm writing because this isn't the first time.

And the last time, I already requested to close my account.

Which didn’t happen, and they appeased me with a bonus.

Automatic translation:
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Dear luonghoefli,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you made any successful withdrawals from this casino before?

Have you selected the same payment method for withdrawing your winnings as you used for depositing?

Have you passed the full KYC verification?

Have you tried choosing a different payment method for withdrawing your winnings?

Regarding the account closure request, could you please specify the reason why you wish your account to be closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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Translation

Hi Veronika


Yes, exactly, I have already had several payments made to this account. And I also have a VIP manager. My deposit methods are always the same. Apple Pay or Paysafe.


There have been problems with payouts several times.


They always keep you waiting. But this time it was real. They even said my bank had rejected the payment. I called my bank, nothing like that. I also have screenshots of it. They keep you waiting in the hope that you'll lose everything again.


Yes, I have been with Playzilla for some time now. I am verified.


Of course, I wrote that you don't actually win enough. And I don't want to get myself into financial difficulties.


It is also my right if I want to close the account.


I hope that too.


Thank you very much for your efforts.



Automatic translation:
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Have you tried to withdraw your winnings using Apple Pay or Paysafe after the bank transfer request has been canceled?

How many pending withdrawal requests are currently in your account?

I asked you why you wanted to close your account because we can only help players close their accounts if they are addicted to gambling.

Thank you for your cooperation.

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Dear luonghoefli,

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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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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