Playzilla Casino - Withdrawal of player's winnings has been delayed.

I have requested withdrawal of my winnings in 1000€ parts. First was paid right away, then I waited other three (3 x 1000€) withdrawals for 3 business days which is the maximum time told me many times in the livechat. They have not been paid. As it is a lot of money and according to internet reviews the casino has a bad reputation on paying the winnings, I ask casinogurus help. I was promised yesterday that my withdrawal would be handled today but it is almost midnight and nothing has happened on them.

I was asked for the KYC documents and I immediately send them and got the verification that they have been received. No bonus or anything was used, just raw money deposit that has been wagered one time the amount of deposit as the rules demand. So rules have been followed in every aspect.

Dear Mokso123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

So do I response here when 14 days has passed

Scamming has started or they have lost my personal documents even though they claim they use GPDR. They asked before for my documents and I got a confirmation email from customer support service that my documents have been received and forwarded to correct department.

However! Today they asked the same document! This means that this casino does not follow the basic GPDR rules because if they had received and forwarded it, they would not send another one asking the exactly same document. I attach confirming screenshots that also it was said by the personal that maximum handling time of KYC Documents is 3 days, also a screenshot. (Up to is same as maximum) in the last document "tänään" is today 21st of september. So after 20.9. When i was confirmed that the documents are already forwarded. Please casinoguru i would appreciate help

Thank you for your reply, Mokso123. Could you please advise which documents have you already provided? Have you provided all the required documents as soon as possible and in the correct format?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or post it here. Thank you in advance.

Hi, they approved my account and have now paid some of the withdrawals. I will check carefully if they all pay because you can withdraw 1000€/24h from them and I will come back here if the case can be closed

Thanks for the update. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment. Please, inform us about any further developments.

I have update for this issue. Now they took the withdrawal type (My own bank) off the System so I can not do any withdrawals. I was told from the customer service live chat that the problem is on Zimpler side. Well, I contacted Zimpler and they said that they did not have any problems at the time and they did not have any problems now that im writing this. So this is the first lie from the casino side.

So now they are trying to make me deposit more money so that I can withdraw them because you can only withdraw with the method you’ve deposited with. I will not do this because Zimpler confirmed that the casino support was lying so I can not trust that they do not use this withdrawal rule against me.

Second lie: I’ve been told many times that there are no VIP-levels on the casino. Then every other support service Person tells me that there are VIP-levels and mine lets me withdraw 500€/24h. This is a total lie as their user regulations let users withdraw 1000€/24h whatever the "level" they are. Or actually there are no levels. So another lie, or very incompent personnel ( i have several chat transcripts which i’m happy to send to you with different persons).

3rd lie: they told me my withdrawals are not handled on weekends. Last weekend I did withdrawals on saturday and it was paid to my account with Osuuspankki on Sunday. So they do process and pay these on the weekends also. Now i can not do withdrawals anymore.

so what would you suggest me to do because there is no way for me now to do withdrawals, the support personnel is lying. I can send you all the chat transcript and other data you would need. Still 9000€ withdrawals ongoing with this scamming casino

I would also like to add that my bank's payment method was still in use this morning, but immediately when I replied here that things seem to be fine, the payment method was removed. The customer service therefore monitors these sites, and tries its best to prevent the customer from withdrawing his money in accordance with responsible gaming.

in addition, they paid one withdrawal while the account KYC processing process was still in progress, so I don't trust that their KYC process is terribly good or reliable. They could have paid anyone only when my account was not yet securely verified at that stage

Casino guru, are you able to help or not? They seem not to pay anymore the withdrawals?

Thank you very much Mokso123 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Mokso123,

I'm Michal and I have taken over your complaint. I have reviewed your case and I would like to ask a few questions. Is your preferred withdrawal method still unavailable in your casino account or is it appearing there? What is the correct disputed amount as of now?

I will contact the casino to see if I can help.

We would like to invite Playzilla Casino to join the conversation.

Dear Playzilla Casino,

Can you please provide some information regarding the player's withdrawal delay?

Hi, the withdrawal method I want is still not visible. When I finally agreed to an alternative withdrawal method, they have been delayed. The disputed amount is currently €8351, so there is still a long way to go

Good day,

Thank you for reaching out.

First of all, we would like to note that we always do our best to satisfy our customers' wishes when it comes to the withdrawal and deposit methods. However, certain factors are outside of our control, therefore the availability of any specific payment method may change.

We appreciate the cooperation on the customer's side with choosing an alternative payment method. We would like to reference the following point in our Terms and Conditions:

6.15. Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday.

You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company's responsibility.

All of the withdrawal requests on the customer's account were processed in full compliance with the above. We are doing our best to make the process as smooth as possible and process withdrawals even faster than outlined in the rules. As the customer may have noticed, a lot of the withdrawal requests are processed sooner than 3 business days after the previous one. According to the account logs the client has one active withdrawal request created today.

We are working to process it as soon as possible as well.

Please feel free to contact us should you have any questions.

Sincerely,

Playzilla

So it is true at the moment that you have paid well now. But that does not justify lying, nor the fact that you paid for the withdrawal in the middle of the KYC process, without the account being verified. How do you explain this?

Still 4300€ to go

Thank you Playzilla Casino for the response and for clarification of the withdrawal process.

Dear Mokso123

I understand your frustration with the withdrawal delay. In the ideal case, every withdrawal should be in your bank account on the same day, but as Playzilla Casino mentioned, they have to follow certain rules and as you can see yourself, you did receive more than half of your winnings, which clearly shows the casino is cooperating.

I'm positive that the remaining €4300 will be with you as soon as possible. Please let me know when you successfully receive all of your withdrawals.

I'll come back here after I've got all the winnings

Hello Mokso123

Did you successfully receive all your winnings?

Dear Mokso123,

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.

Hi, these were finally paid, but I'm having a lot of trouble with another casino, and I need your help in another case. This can be closed

Great news, Mokso123. I'm glad to hear that you successfully received your winnings.

When you have issues with a different casino, we will continue to help you in the relevant complaint thread.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal