Playzilla Casino - El jugador aún no ha recibido las ganancias.

I requested a payment of 250 euros on November 7th.

After a few days, the status was marked as completed, but I hadn't received any money. Upon inquiry, five different employees told me that the money would be in my account within two to three business days.

After another 3 days, I still haven't received my payment. I was supposed to receive a response from the department (within 24 hours). I've been waiting for another 5 days since then.

I'm not getting any replies at all anymore.

Ich habe am 07.11. eine Auszahlung in Höhe von 250 Euro beantragt.

Nach einigen Tagen war der Status als abgeschlossen gekennzeichnet, allerdings habe ich kein Geld erhalten. Auf Nachfrage wurde mir von 5 unterschiedlichen mitarbeitenden gesagt, dass das Geld in 2-3 Werktagen auf mein Konto sei.

Nach weiteren 3 Tagen habe ich immer noch keine Auszahlung erhalten. Daraufhin sollte ich eine Rückmeldung von der Abteilung erhalten (innerhalb 24 Stunden). Seitdem warte ich bereits 5 weitere Tage.

Ich erhalte gar keine Antworten mehr.

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Dear Cuxhaven96,

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

Dear Cuxhaven96,

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.

Dear Cuxhaven96,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru