Playzilla Casino - El retiro del jugador se retrasa debido a una verificación sin terminar.

Hello,

Perhaps you can help regarding Playzilla. Based on the experience report here on Casino Guru, I signed up with Playzilla. Using a bonus, I managed to win 700 EUR. During the account verification process, my ID and address verification were already accepted. However, my deposit proof has been rejected multiple times, even though I have provided the necessary documents several times. Despite multiple inquiries with customer support, I haven’t received any real assistance for weeks.

Could you please assist with this issue?

Thank you in advance!

Guten Tag,

vielleicht können Sie bezgl. Playzilla weiterhelfen. Auf Basis der Erfahrungsbeichte hier bei Casino Guru habe ich bei Playzilla angemeldet. Mittels Bonus habe ich sodann 700 EUR erspielt. Bei der Kontoverifizierung wurde der Ausweis sowie die Adressverifizierung bereits akzeptiert. Der Nachweis der Einzahlungen wurde nun mehrfach abgeleht, obwohl die erforderliche Dokumente mehrfach vorlegt worden sind. Trotz mehrmaliger Nachfrage im Support wird mir seit Wochen nicht wirklich weitergeholfen.

Können Sie hier bitte weiterhelfen?

Vielen Dank im Voraus!

Dear fata333, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify which documents you submitted as your proof of deposit?

Have you made sure that the documents contain all your personal information as well as the information about the transactions sent to the casino?

Have you provided all the required documents on time and in the correct format?

When was the last time you sent a proof of deposit to the casino for verification?

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

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

Thank you for your quick response. Here is the situation:

1. I made 2 deposits via Apple Pay / credit card and via crypto.
2. The credit card statement and the transaction statement from the crypto wallet were uploaded as proof of payment.
3. In both cases my personal information is included.
4. Proof of payment is uploaded in the permitted formats.
5. The payment proofs were uploaded again today.

Is further information required?

Thank you in advance and your help!

Best regards, Fatih

Hallo Veronika,

vielen Dank für die schnelle Rückmeldung. Hier folgender Sachverhalt:

1. Ich habe 2 Einzahlungen über Apple Pay / Kreditkarte sowie über Krypto vorgenommen.
2. Als Zahlungsnachweise wurde die Kreditkartenabrechnung sowie der Auszug zur Transaktion aus dem Krypto Wallet hochgeladen.
3. In beiden Fällen sind meine persönlichen Angaben enthalten.
4. Die Zahlungsnachweise sind in den zulässigen Formaten hochgeladen.
5. Die Zahlungsnachweise wurden heute erneut hochgeladen.

Sind noch weitere Angaben erforderlich?

Vielen Dank im Voraus und Eure Hilfe!

Viele Grüße, Fatih

Could you please forward the proof of deposits that were rejected by the casino during the verification process to veronika.f@casino.guru?

Additionally, has the casino explained why these documents were not accepted and provided details on what information is required for them to be approved during the KYC process?

This information will help us better understand your case and assist you more effectively.

Hello Veronika,

I have just provided the requested documents via email. There is no explanation as to why the documents have been rejected several times, despite repeated inquiries to support. I hope Casino Guru can help here.

Hallo Veronika,

ich habe soeben die erbetenen Dokumente per Email bereitgestellt. Eine Erklärung, warum die Dokumente nun mehrfach abgelehnt wurden, liegt nicht vor, trotz mehrmaliger Nachfrage beim Support. Ich hoffe, Casino Guru kann hier weiterhelfen.

Thank you very much, fata333, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you fata333 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Playzilla Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello,

thanks for reaching out to our support via Casino Guru.

We are looking into this and will revert soon.

Best regards,

Playzilla Support

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.

Hello,

thanks for reaching out to our support via Casino Guru.

We are looking into this and will revert soon.

Best regards,

Playzilla Support

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.

Hello,

thanks for reaching out to our support via Casino Guru.

We are looking into this and will revert soon.

Best regards,

Playzilla Support

Dear fata333, as this is the third time we have received the same message I will be closing this complaint as unresolved due to the casino's lack of response. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Playzilla Casino. We received the following message:

Dear Peter,

Firstly, we would like to apologize for the significant delays with this case. There has been some miscommunication within the team, which led to missing it.

We, therefore, kindly ask you to re-open the case and give it one more chance at resolution. 

 For your information, we are waiting for the customer to provide a full and unmodified transaction history for the period 25.09.2024 - 25.10.2024. As the account verification is not completed, the withdrawals are delayed. 

 Best regards,

Playzilla team

Dear fata333, are the documents you already provided the same ones that the casino is requesting now? Thank you in advance!

Hello Peter, the same proof of payment was provided that you and Casinoguru also have (see the emails to Playzilla KYC Team & CC to you; most recently dated January 24, 2025).

To date, there is NO information as to why the proof of payment provided was not accepted.

For the entire Casinoguru community, I would also like to note that an official complaint has been filed with Anjouan Gaming Authority via Playzilla.

In addition, an official request for information was made to Playzilla in accordance with Art. 15 GDPR in order to obtain transparency about the processing of personal data and, in some cases, the handling of particularly sensitive data in accordance with Art. 9 GDPR. The deadline for providing information ends on February 28, 2025. To date, Playzilla has not yet responded.

Hallo Peter, es wurden dieselben Zahlungsnachweise bereitgestellt, die Dir und Casinoguru ebenfalls vorliegen (siehe die Mails an Playzilla KYC Team & CC an Dich; zuletzt vom 24.01.2025).

Es liegt bis heute KEINE Info vor, warum die bereitgestellten Zahlungsnachweise nicht akzeptiert wurden.

Für die gesamte Casinoguru Community möchte ich zudem hier festhalten, dass eine offizielle Beschwerde an Anjouan Gaming Authority über Playzilla eingereicht wurde.

Zudem wurde ein offizielles Auskunftsersuchen gemäß Art. 15 DSGVO ggü. Playzilla gestellt, um Transparenz über die Verarbeitung personenbezogener Daten sowie z.T. den Umgang besonders schützenswerte Daten gemäß Art. 9 DSGVO zu erhalten. Die Beauskunftsfrist endet am 28.02.2025. Bis heute liegt noch keine Antwort von Playzilla vor.

Dear all,

Thank you for giving this case another chance!

We would like to inform you that we waiting for the customer to provide a full and unmodified transaction history for the period 25.09.2024 - 25.10.2024. Please upload the documents through the Verification section of your account.

Best regards,

Playzilla team

Dear Playzilla Team,

dear forum members,

The complete payment records available to Casinoguru, which were also submitted to the Anjouan Gaming Authority as part of the official complaint against Playzilla, were uploaded several times via Playzilla's verification process. Unfortunately, Playzilla did not communicate what was "allegedly" missing either via live support or by email.

Both the emails and the transcript about the repeated lack of live chat (no information > reference to email support > again no information and so on) were also submitted to the Anjouan Gaming Authority.

Dear Playzilla Team,

It's nice that you're at least responding here. I would therefore like to remind you of the ongoing official request for information in accordance with Art. 15 GDPR with a deadline of February 28, 2025. You confirmed receipt of the request for information on January 28, 2025.

If no information is provided within the deadline, an official complaint will be submitted to the responsible data protection supervisory authorities and the local gambling authority (GGL).

Liebes Playzilla Team,

liebe Forum Mitglieder,

die Casinoguru vorliegenden und vollständigen Zahlungsnachweise, die ebenfalls bei der Anjouan Gaming Authority im Rahmen der offiziellen Beschwerde ggü. Playzilla eingereicht worden sind, wurden mehrfach über den Verifizierungsprozess von Playzilla hochgeladen. Leider wurde von Playzilla weder über den Live Support noch per E-Mail mitgeteilt, was „angeblich" fehlt.

Sowohl die Mails als das Transkript über den mehrfachen mangelnden Live Chat (keine Auskunft > Verweis auf E-Mail Support > wieder keine Auskunft und so weiter) wurden der Anjouan Gaming Authority ebenfalls vorgelegt.

Liebes Playzilla Team,

schön dass sie zumindest hier reagieren. Daher möchte ich Sie an das laufende offizielle Auskunftsersuchen gemäß Art. 15 DSGVO mit Frist zum 28.02.2025 errinnern. Der Eingang des Auskunftsersuchen wurde von Ihnen am 28.01.2025 bestätigt.

Sollte keine fristwahrende Auskunft vorliegen, so wird zudem eine offizielle Beschwerde bei den zuständigen Datenschutzaufsichtsbehörden sowie der hiesigen Glückspielbehörde (GGL) eingereicht.