Playzilla Casino - El jugador enfrenta un proceso de retiro retrasado.

Hello,

I received €100 cashback from my so-called VIP manager to encourage me to remain a customer at this casino, as there had been recurring problems with withdrawals in the past. Naturally, I thought, "Okay, I can use the cashback."

I increased my earnings without any problems and made up to €400.

I have been trying to pay out the sum since November 13, 2025.

I've tried everything. Different withdrawal methods: bank transfer or Mastercard. I even tried withdrawing just €200 at first. But nothing works. Customer service is constantly stalling. I've already requested it four or five times. Each time, there's a processing time of at least five business days, during which the money is then transferred back to my player account. There's no explanation for this. I don't have to verify my identity. My VIP manager isn't responding anymore, and support tells me to be patient or that it's supposedly a problem with my bank. I'm not receiving any information about canceling my withdrawal, either by email or anything else.

I don't know what to do anymore. PLEASE HELP.

Best regards

Max

Hallo,

Ich habe von meinem sogenannten vip Manager 100€ als Cashback erhalten, damit ich in diesem Casino Kunde bleibe. Da es in der Vergangenheit auch immer wieder Probleme mit Auszahlungen gab. Ich dachte mir natürlich, gut, den cashback kann ich nutzen.

Ich habe ohne vermehrt und zu 400€ gemacht.

Nun versuche ich seit dem 13.11.2025 die Summe auszuzahlen.

Ich habe alles versucht. Unterschiedliche Auszahlungsmethoden: Banküberweisung oder über die Mastercard. Ich habe versucht erstmal nur 200€ auszuzahlen. Doch nichts funktioniert. Der Kundenservice spielt die ganze Zeit auf Zeit. Ich habe es jetzt bestimmt schon 4 oder 5 mal neu beantragt. Immer mit mind. 5 WERKTAGEN Bearbeitungszeit, in der das Geld dann von denen wieder auf mein Spielerkonto zurück überwiesen wurde. Dazu gibt es keine Erklärung. Ich muss mich nicht verifizieren. Mein vip Manager reagiert nicht mehr und der Support sagt ich solle geduldig sein oder es liege angeblich an meiner Bank. Zur Stornierung meiner Auszahlung erhalte ich keinerlei Informationen per Mail etc.

... Ich weiß nicht mehr was ich machen soll. BITTE UM HILFE.

Mit freundlichen Grüßen

Max

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Dear Max2812, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Playzilla Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• How long have you been a player at this casino, please?
• 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. 

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, 

Katarina

Hello,

I've been playing there for two years. I've rarely requested withdrawals, but they usually went through within a week.

Unfortunately, I don't have a payout history.

Hallo,

Ich spiele dort seit 2 Jahren. Auszahlungen habe ich selten beantragt. Diese gingen meist aber nach 1 Woche durch.

Leider habe ich keine Auszahlungshistotie.

Dear Max2812,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Max2812,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Max2812,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina