The player struggled to withdraw his balance due to ongoing verification. The player later confirmed his winnings were paid out.
Playzilla Casino - The player struggles to withdraw his balance.
Amount: €1,200
Playzilla Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Ladies and Gentlemen
I deposited money at Playzilla for the first time in March 2023 and won €1200 with my money.
I have applied for this money to be paid out, once on 03/04/2023 1000€ and on 03/05/2023 200€ because you can only apply for 1000€ per day and there must be 24 hours between the first and the next payment.
Playzilla's terms and conditions state that they need up to 10 days for verification.
After a few days I asked in live chat how the payout looks like and I was told that in some cases there would be a delay and that they would come to me.
On 03/10/2023 I was asked to send documents proving my identity and bank statements in PDF file, I sent Playzilla on 03/11/2023 of February 2023 complete in PDF and my passport.
On 03/13/2023 Playzilla then wanted to have my bank transactions sent by email in PDF format for the last three months, so I sent them on 03/14/2023, December 2022, January 2023 and February 2023.
03/18/2023 I was asked again to send you bank statements from January 2023 and March 2023 in PDF, I replied by email that they are already available for January and for March I have to wait until the end of the month for the bank to create it , but then I sent it again in January 2023 and sent you a screenshot from March showing that the deposit of €20 had been paid into my account.
On 03/22/2023 I called my bank and they explained to me how I can already export the previous bank statements to PDF, I did this and sent it directly to Playzilla, i.e. bank statements from 03/01/2023 - 03/22/2023.
I have not received any information since then and the money has not been paid out either.
A KFC is usually carried out from €2300, here you are asked for documents that the casino does not actually receive, because I did not play in this casino before March 2023.
Despite everything, I have sent all the required documents to the casino, but nothing is moving and the casino is violating their own terms and conditions, if I calculate, up to 10 days for verification and again up to 3 days for withdrawal, the casino is fine way over the top and for that reason I hope you can help me.
Automatic translation:
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1 year ago
Hello Bruno619,
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.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
the process started on 03/10/2023, Playzilla wanted an ID, passport or driver's license and a utility bill with my name and address on it.
Since my utility bill is deducted directly from my account, I don't get a running bill, so instead I sent my bank statement straight away, which shows my name and address.
All documents were acknowledged, but I never received an email saying document accepted or not.
I've had to verify myself at a few casinos, but I've never experienced anything like this.
The last contact was via live chat on March 18, 2023, so I wanted to ask why I had to send January account statements again for 2023, even though I had already sent them and also had the confirmation of receipt, I was then told that they had sent personal data via chat cannot provide live chat and I should contact you by email.
I didn't do that because I had already attached the email with the account statements from January 2023 and December 2022.
Best regards
Bruno
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1 year ago
Thank you Bruno619 for all the information provided. I will now forward your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear Bruno619,
I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.
I’d like to invite a representative of Playzilla Casino to join the conversation and participate in the investigation of the case. Could you please explain why the player's verification process is taking so long?
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1 year ago
Translation
Hello Veronika,
I would like to add that today I am asked again by Playzilla, a Magda, to send my bank statements for the last 3 months again and not just for March 2023.
I have sent another email with 2 MB with the sales from 01/01/2023 - 03/29/2023 to support@Playzilla236410.com .
For me this is a delay on purpose so you just don't have to pay out the money, I've sent 9 emails to Playzilla now and all emails have included bank statements.
I really hope it helps that you've been turned on to me.
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1 year ago
Translation
Dear guru team,
You may close the complaint as resolved, Playzilla has just credited the 1200€ money to my account.
I still think it's a shame that you first have to put so much pressure on the casino to fulfill its obligations.
Thank you for inviting me, even if I haven't received an answer yet.
Best regards
Automatic translation:
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear Bruno619,
we are happy you received your funds to your account!
We are very sorry you had to wait and go through standard procedures, will do all in our power to make this process as smooth as possible.
Best regards,
Playzilla.com
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1 year ago
Dear Bruno619,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Veronika
Casino.Guru
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