Playzilla Casino - El casino retrasa el retiro del jugador.

Unfortunately, Playzilla is not paying out my amount. After a failed attempt to withdraw the money using the 'Withdraw' button, I contacted customer support. I was given the runaround the entire time. That was three weeks ago. They stated that they would manually make the payment. Not a chance. So far, nothing has arrived and there have been no updates from their side. It can't be that difficult to payout 30€.

Leider zahlt Playzilla meinen Betrag nicht aus. Nach einem fehlgeschlagenen Versuch das Geld über den Button Auszahlung auszahlen zu lassen, habe ich mich an den Kundensupport gewendet. Hier wurde ich die ganze Zeit hingehauen. Das ist schon drei Wochen her. Sie meinten, sie zahlen, dass manuell aus. Pustekuchen. Bis jetzt ist nichts angekommen und von ihrer Seite gibt es auch keine News mehr. Kann doch nicht so schwer sein 30€ auszuzahlen.

Dear marcbukmaier,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I don't know anything about a KYC verification and Playzilla customer support didn't tell me that either. Customer support wasn't helpful at all and always said it was being processed and that the manual payment was being processed. So far I've just been stalled.

I have winnings with bonus.

I haven't been able to make a successful withdrawal yet either.

Von einer KYC-Überprüfung weiß ich nichts und das hat mir der Kundensupport bei Playzilla auch nicht gesagt. Der Kundensupport war überhaupt nicht hilfreich und hat immer gesagt ist in Bearbeitung, die manuelle Zahlungsstellung arbeite dran. Ich wurde bis jetzt also nur hingehalten.

Ich habe Gewinne mit Bonus.

Ich habe auch noch keine erfolgreiche Abhebung durchführen können.

Thank you for your reply, marcbukmaier. Do you currently have any pending withdrawals? If yes, could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

there is only the amount of €30. I can't see a status anywhere. Playzilla just said they would take care of it. There is no transaction history because nothing has ever been paid out. I'm just being held back by Plazilla. I can't do anything about it.

I have sent you the relevant communication by email.

Hallo,

es gibt nur den Betrag in Höhe von 30€. Einen Status kann ich nirgends einsehen. Playzilla sagte nur, sie kümmern sich drum. Einen Transaktionsverlauf gibt es nicht, da noch nie etwas ausgezahlt wurde. Ich werde von Plazilla nur hingehalten. Ich kann da nichts machen.

Die relevante Kommunikation habe ich Ihnen per Mail zugeschickt.

Thank you very much, marcbukmaier, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear marcbukmaier,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Playzilla Casino representative to join this conversation.

Dear Playzilla Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Dear Customer,

Kindly provide us your following bank details for the payment via email at: support@playzilla.com

1. Full Name (please include all names including middle names)
2. E-mail
3. Bank Account’s Owner name
4. IBAN/Account no.
5. Bank Name
6. Bank location (Country)
7. SWIFT/BIC

Thank you for understanding!

Best Regards,

Customer Service

I have just sent the email with my bank details.

Habe soeben die Mail mit meinen Bankdaten versendet.

Dear marcbukmaier,

Have you been able to progress in your verification process?

Thank you.

I received the money yesterday.

Thank you.

Ich habe das Geld gestern erhalten.

Vielen Dank.

Dear marcbukmaier,

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,

Mirka

Casino.Guru