Playzilla Casino - La retirada del jugador se ha retrasado.

I've been waiting for the payout for a week, at first it was said to be 1-3 working days now it's already 6 and I'm just being held out and I'm starting to have the feeling that I'm being taken for a ride. No reaction from the alleged finance department in the live chat I've been told that for 5 days the payout is in progress, it really can't be

Ich warte seit einer Woche auf die Auszahlung anfangs hieß es 1-3 Werktage nun sind es schon 6 werde als nur hingehalten und habe langsam das Gefühl das man ziemlich verarscht wird keine Reaktion von der angeblichen finanzabteilung im Live Chat bekomme ich seit 5 Tagen gesagt das die Auszahlung in Bearbeitung ist das kann echt nicht sein

Dear Jakob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

And still not getting anything, not even a response in the live chat, we told me every day that they had so much to do and that I should be patient

Und immer noch nichts bekommen nichtmal eine Rückmeldung im livechat wir mir jeden Tag gesagt das die so viel zu tuhem hätten und ich geduldig sein soll

Thank you for your reply, Jakob. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification?

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

No, it's the first payment. I sent all my documents for proof of identity, but they still haven't been processed, at least I haven't gotten any feedback yet

Nein ist die erste Auszahlung meine Dokumente habe ich alle geschickt für den Identitätsnachweis die wurden aber bereits immernochnicht bearbeitet zumindest habe ich noch keinerlei Rückmeldung

Could you please advise which documents have you provided and when exactly? Have you provided all the required documents as soon as possible and in the correct format?

Dear Jakob,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.