The player from Germany requested 2 withdrawals 5 weeks ago, but they hadn't been processed. The casino responded to apologize for the delay and stated that the payments had been processed. The player received the payments in due course and the issue was resolved.
Playzilla Casino - Player's withdrawals have been delayed.
Amount: €1,700
Playzilla Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Dear Ladies and Gentlemen,
I've been waiting for 2 payouts from the "Playzilla" casino for more than 5 weeks. After I've successfully passed verification 2 times during this period, it is claimed that documents are still missing. All documents were sent by me, so this is about must act a delaying tactic.
There are 2 payouts open (700€ and 1000€). I am always put off and there are no more emails from Playzilla in response to my inquiries.
Please support!
email: a***@hotmail.com
BN: L***
Thank you in advance!
Kind regards
Adrian
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello Adrian,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Thank you for your emails, Adrian. I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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2 years ago
Translation
Hello Kristina,
in the past the payouts were also slow, but the transfer was made within 2 weeks. I have never used the bonus, so I see no reason not to pay out the money.
Thanks for the support!
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2 years ago
Thanks, Adrian. Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Could you please advise what is the current status of your withdrawal requests? Are they marked as pending or processed in your account?
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2 years ago
Thank you very much Adrian for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Adrian
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Playzilla Casino to join the conversation and participate in the resolution of this complaint.
Dear Playzilla Casino,
Can you please explain the reason for the delays the player is experiencing?
Kind regards,
Adam
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2 years ago
Good day,
Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.
We confirm that the payments were already successfully processed from our side. We realize how frustrating the wait is, and we will do our best to avoid any delays in the future.
We hope this clarifies the matter. We sincerely apologize for the inconvenience!
Please feel free to contact us in case there are further questions.
Sincerely,
Playzilla.com
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2 years ago
Thank you for the update, Playzilla Casino.
Dear Adrian,
Please let us know when payment is received.
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2 years ago
Translation
First of all, thank you for the support. A payout of 300€ is still open. 2 payouts of 1700€ (1x1000€; 1x700€) have been received.
Please make the outstanding payment to the known Commerzbank checking account.
Many Thanks!
Kind regards
adrian
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2 years ago
Translation
Hello,
the outstanding payout of €300 was credited back to my Playzilla account with a note that the payout did not work.
A new payout will not be accepted with a note from Playzilla:
"Kindly be advised that you would have to wager at least x1 deposit amount in order to make withdrawal available."
can you support here?
Kind regards
adrian
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2 years ago
Hello Adrian,
Can you clarify please if you have deposited, played, and then requested a withdrawal for the €300?
It is a standard rule in most casinos that you have to have wagered your deposit a certain amount of times before any withdrawal can be made from it. This is for fraud prevention reasons.
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2 years ago
Translation
Hello,
exactly as you described it:
Deposited, won, tried to withdraw the winnings.
The transfer of the amount to my credit card failed. Because, according to the statement from my bank, there was a debit of €300 and no additional posting. Therefore, the fault lies with Playzilla. Now please transfer to my bank account.
Thanks very much.
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2 years ago
Dear Playzilla,
Can you provide some insight into the situation with the player's outstanding withdrawal request?
Kind regards,
Adam
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2 years ago
Good day,
Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.
We confirm that the payments were already successfully processed from our side. We realize how frustrating the wait is, and we will do our best to avoid any delays in the future.
We hope this clarifies the matter. We sincerely apologize for the inconvenience!
Please feel free to contact us in case there are further questions.
Sincerely,
Playzilla.com
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2 years ago
Translation
Hello,
the payment has the status in process. I'll let you know as soon as the transfer has been made.
Thanks very much!
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2 years ago
Thank you Adrian, I am glad to hear there has been some progress. Please do keep us updated.
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2 years ago
Translation
I can confirm receipt of payment. Thanks for your support!!!
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2 years ago
Dear Adrian,
I'm glad to hear that your issue has been resolved and that you have received payment. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
