The player from Austria had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that her withdrawals were being canceled daily and faced issues with the casino's customer service. After providing the necessary documentation and details of the cancellations, the issue was escalated to the Complaints Team. The player's complaint was resolved, and she successfully received her funds.
Playzilla Casino - Withdrawal of player's winnings has been delayed.
Amount: €4,955
Playzilla Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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1 month ago
Translation
Since you can only request a withdrawal of €500 per day, I did! Playzilla cancels pending withdrawals EVERY DAY! Customer service always says there's a technical issue and I don't need to worry – then a day later – the withdrawal is canceled again!
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1 month ago
Dear k.95,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Translation
If Playzilla cancels my withdrawals on its own, I can't just wait 14 days, because nothing will be paid out if they cancel every day!
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1 month ago
Translation
Playzilla has been canceling my withdrawals every day since version 8.3. When I inquire via live chat, they assure me that everything is fine or there's a technical error—it can't be a technical error every day. Customer service confirmed that the money was being transferred smoothly, and less than an hour later, I received another email saying my withdrawal had been canceled! When I contacted them via live chat again (as I have every day), a lady asked if I could provide my email address, as the update is taking longer and she would get back to me—of course, no one responded! I saved the chats.
I played with a bonus (10 free spins) – however, the wagering requirements were met, and I didn't wager more than €5 while the bonus balance was active! The deadline was also met! I've made deposits several times, and there were never any problems, but I did have problems withdrawing.
My real money balance is €4,955.85, not my bonus balance. I was also confirmed in the chat that this is the amount I can withdraw.
I need your help, please!
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1 month ago
Dear k.95,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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4 weeks ago
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Good day!
I have received one payout of €500 so far, the others have been canceled.
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3 weeks ago
Dear k.95,
I'm glad to hear that one of your withdrawal has been processed.
Can you please advise since when exactly is your current withdrawal pending?
Did you try to request a payout with a different payment method to try to prevent the technical error?
Awaiting your response.
Regards,
Nick
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3 weeks ago
Translation
I've been waiting for a month! I'll let you know as soon as I've received all the payments! It's taking a while because I can only withdraw €500, and only once that's been paid out can I request the next one. Otherwise, the withdrawals are strangely canceled every time! I now have €5,900 in profit again, and as soon as they've been paid out in full, I'll let you know.
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2 weeks ago
Dear k.95,
Would it be possible to forward a screenshot of all your withdrawals from the casino tab?
According to the casino terms, they should definitely pay out more than you have received so far.
Looking forward to hearing from you.
Regards,
Nick
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2 weeks ago
Translation
Hello! Here is the complete list of all cancellations that were not made by me, but by Playzilla.
Best regards
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1 week ago
Thank you k.95 for all the information provided so far. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 days ago
Dear k.95,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Playzilla Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Playzilla Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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2 days ago
Thank you, k.95, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
Casino.Guru
