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

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

Amount: €1,000

Playzilla Casino
Safety Index:Very high
Submitted: 21 Sep 2022 | Case closed : 14 Oct 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Hamburg has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hello dear team,


I got lucky at Playzilla Casino and won a large amount. Then on 16.09. as well as on 17.09. Payouts of EUR 700 and EUR 300 were made and I also received the standard emails on the respective days.


Strangely enough, these standard mails came again for both payouts on 09/19/2022. This and the fact that nothing has happened to date (in the past, payments were reliably on the account after three days) now prompt me to seek help from you.


As I said, I got lucky (first time at a casino) and now I'm scared that the casino won't want to pay out my money. The limits of 1000EUR/transaction, 5000EUR/week and 20000EUR/month make the whole thing complicated enough - if every 1000EUR withdrawal is dragging on like this, it will be a long and hard process.


Additional information about the limits. In addition to my payouts made on September 16, 2022 and September 17, 2022, I have now tried to make a third payment of EUR 1000 (according to the terms and conditions, this should be possible without any problems). However, I get an error message (attached as an attachment).


Thank you for your effort!

Automatic translation:
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2 years ago

Dear drx3np9,

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

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2 years ago

Dear drx3np9,

Have you received your withdrawal from the casino yet?

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2 years ago

Dear drx3np9,

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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2 years ago

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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