Playzilla Casino - The player's account got blocked.

Salve, ho avuto per la prima volta questo problema con questo casinò, parto col dire che questi erano tutti soldi reali, senza bonus ne niente, ho già ricevuto parecchi prelievi da loro, sempre sulla solita cifra su per giù, solo che questa volta, dopo quasi 10 giorni di attesa, provo a rientrare e mi dice "l'utente è disabilitato dall'amministratore", contatto la chat per ben due volte dicendomi che riceverò un'e-mail di verifica.. una supposizione cel'ho, in quanto, in questi 10 giorni, sono stato in Portogallo per lavoro e magari a loro è sembrato strano, ma non era più giusto contattarmi nel caso? O prima farmi arrivare il mio prelievo per poi disabilitarmi l'account?

grazie in anticipo..

Hello Matteo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.

How much did you exactly have on your casino account when it got closed? Did you also log in into your account when you were abroad? Did the casino specify the exact reason of the account closure and did you try to inform them about your work trip?

Looking forward to your answer.

Regards,

Nick

Salve, allora, sul conto al momento avevo 0 e solamente il prelievo attivo da 400€, era scomparso da un paio di giorni, parlando con la chat mi è stato detto che era in elaborazione da parte del dipartimento, si ho effettuato l'accesso anche quando ero all'estero fino a ieri e no, non mi ha ancora specificato il motivo della chiusura..

Hello Matteo,

Thank you for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Matteo,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Playzilla Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Playzilla Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get his account unblocked? Will his withdrawal be paid?

Thank you in advance for providing the information.

Good day,

Thank you for reaching out to us. 

First of all, we would like to inform you that the client's account was temporarily closed for the verification. The client has provided all the requested documents and upon checking those, the verification was completed.

The account was reopened yesterdayand is available for the player to sign in. The withdrawal was also completed from our side.

We hope the above clarifies the situation. Please let us know if there are any additional questions.

Sincerely,

Playzilla

Thank you, Playzilla Team, for the explanation.

Dear Matteo,

Can you please confirm your issue was already resolved?

Dear Matteo,

Was your problem resolved? Can you please provide us with an update on your issue? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Playzilla Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru