Playzilla Casino - プレイヤーの支払いが遅れています。

My withdrawals are not payed. I had 3 withdrawals, now i only have one from the 24th of March left, because i canceled the other two. The one that is left is with the amount of 500 euros. I was in the live chat 4 times. 3 times the employee told me to wait and that it will be payed out with a priority and very soon. And one time the employee told me that there were general technical Problems on the site. The first time i was in the live chat was 10 days ago, where they told me it would be payed out soon and nothing happened.

Thank you for your help!

Best Regards,

Finn

Here is the chat log of my last encounter with the live chat:

Chat started on 07 Apr 2025, 04:44 PM (GMT+0)

(04:44:34)*** Finn B. joined the chat ***(04:44:34)Finn B.

Hi, how long until my money is payed out???

(04:44:46)Finn B.

this is over 2 weeks now that cannot be right

(04:45:11)*** Patty joined the chat ***(04:45:19)Finn B.

i was in this chat already 4 times

(04:45:37)Finn B.

every time the person in the chat promised me that it will be done soon

(04:45:38)Patty

Hallo! Willkommen beim Kundensupport!

Mein Name ist Patty und ich bin heute hier, um Ihnen zu helfen.

(04:45:39)Finn B.

but nothing

(04:45:53)Finn B.

Hallo, ich möchte mein Geld ausgezahlt haben

(04:45:56)Finn B.

6ad54085-619a-412e-9a72-24**********

(04:46:12)Patty

Bitte schließen Sie das Chatfenster nicht und geben Sie mir einen Moment Zeit, Ihre Frage zu überprüfen. Ich kehre in Kürze mit einer Antwort zurück.

(04:48:59)Patty

Vielen Dank für Ihre Geduld.

Wir möchten Sie darüber informieren, dass unsere Finanzabteilung über die Verzögerung Ihrer Auszahlung informiert ist. Aufgrund zahlreicher Anfragen verzögern sich alle unsere Auszahlungen.

Es besteht kein Grund zur Sorge, die Auszahlung wird bearbeitet, es kann jedoch etwas länger dauern als erwartet.

Wir danken Ihnen für Ihre Geduld!

(04:49:32)Finn B.

ich werde Einspruch einlegen!

(04:49:41)Finn B.

Das dauert nun schon über 15 Tage

(04:49:46)Finn B.

und das kann einfach nicht sein

(04:51:44)Patty

Ich kann Ihre Auszahlung bei mir sehen. Seien Sie versichert, dass Sie Ihre Auszahlung erhalten, während daran gearbeitet wird.

(04:52:14)Finn B.

es ist das 5. mal dass ich so warten gelassen werde

(04:52:26)Finn B.

ich will jetzt dass das Geld sofort ausgezahlt wird

(04:52:53)Finn B.

Das kann doch nicht sein, ich bin vollständig verifiziert und warte seit über 15 Tagen

(04:55:42)Patty

Ich verstehe wirklich, Ihre Auszahlungen werden bearbeitet.

Sagen Sie mir bitte Bescheid, wenn ich Ihnen sonst noch weiterhelfen kann. Ich helfe Ihnen gerne.

(04:56:04)Finn B.

warum gibt es dort verzögerungen?

(04:57:40)Patty

Aufgrund der vielen Anfragen, die bearbeitet werden, hoffe ich, dass Sie in diesem Fall Verständnis haben, denn das Due-Team tut, was es kann.

(04:58:09)Finn B.

Okay, danke!

(04:58:24)Finn B.

Wenn das Geld morgen nicht da ist, werde ich Einspruch einlegen

(04:58:30)Finn B.

Ich wünsche noch einen schönen Tag

(04:58:31)*** Finn B. has rated the chat Good ***(04:58:48)*** Finn B. left the chat ***NAMEFinn B.

Dear finnintendent,

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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi Dominika,

I've already made withdrawals on the site. However, the last one was a while ago.

I am verified:

The winnings do not come from a bonus, but from a real money deposit made over a month ago.

I have already made some withdrawals, the last one that was completed was 11 months ago, and all in between were canceled by me:

You can find the transcript of my last live chat in the first message. I didn't have the other transcripts sent to me.

Best regards

Finn

Hi Dominika,

ich habe bereits Auszahlungen auf der Seite vorgenommen. Die letzte, die durchgeführt wurde ist aber schon etwas her.

Ich bin verifiziert:

Der Gewinn stammt nicht von einem Bonus, sondern von einer Echtgeldeinzahlung von vor über einem Monat.

Ich habe bereits einige Auszahlungen vorgenommen, die letzte die abgeschlossen wurde aber vor 11 Monaten, alle dazwischen wurden wieder von mir storniert: 

Das Transkript von meinem letzten Live Chat finden Sie in der ersten Nachricht. Die anderen Transkripts habe ich mir nicht zuschicken lassen.

Viele Grüße

Finn

My last deposit was made on March 23rd, not over a month ago as I mistakenly wrote:

Meine letzte Einzahlung stammt vom 23.03., nicht wie fälschlicherweise von mir vorher geschrieben von vor über einem Monat:

The casino's live support still says the same thing. The money still hasn't been paid out.

Der live support im Casino sagt immernoch das gleiche. Das Geld ist immernoch nciht ausgezahlt

Hello, the total amount outstanding due to unpaid withdrawals is €15,000. I've reached the maximum number of withdrawals and finally want to withdraw my money! Yesterday, I used live chat again and received the same response, saying the payout would be made soon and that they apologized for the delay.

Hallo, der gesamte Wert, der aufgrund nicht ausgezahlter Abhebungen aussteht sind 15.000 Euro. Ich habe die maximale Anzahl an Auszahlungen erreicht und will mein Geld endlich abheben! Gestern war ich wieder im Live Chat und habe erneut die selbe Antwort bekommen, dass es bald ausgezahlt wird und sie sich für die Verzögerungen entschuldigen.

You can update the amount above to 15000 instead of just 500

Den Betrag oben können Sie auf 15000 updaten, anstatt nur 500

Thank you very much, finnintendent, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 finnintendent,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Playzilla Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear All,

Thank you for your patience.

We sincerely apologize for the inconvenience. 

Please be assured that we are taking immediate action and your request is being prioritized so that we can process your pending withdrawals as soon as possible.

In addition, please note that withdrawal limits vary depending on your account level, which is determined by your gaming activity over the past 90 calendar days.

It changes based on the ratio of your deposits, withdrawals, and bonuses received.

The level is automatically calculated by our system, and we are unable to manually influence a player's account status. 

Your current status (Level 3) allows you to withdraw up to €800 every 24 hours, up to a maximum of 3 active withdrawal requests, and €12,000 per month.

We hope this helps to clarify matters.

Best regards,

Playzila Casino team

Hello,

thanks for the quick reply.

I already knew the information. But it doesn't solve my problem.

Why is there such a long delay?

Best regards

Hallo,

danke für die schnelle Antwort.

Die Informationen waren mir schon bekannt. Das Löst mein Problem aber nicht.

Wieso tritt so eine enorm lange Verzögerung auf?

Viele Grüße

Dear finnintendent,

We sincerely apologize for the inconvenience.

We would like to inform you that, as we want to ensure that all payments are secure and fully comply with our security policy, therefore in some cases we still need to carry out additional checks which may extend the processing time of payments.

The withdrawal request you were referring to has been unfortunately canceled by you just yesterday, however a new submission from 13 Apr, 2025 has been successfully processed and completed.

Kind regards,

Playzila Casino Team

Dear finnintendent,

could you please confirm that you have received your funds?

Yes, thanks

Ja, danke

Dear finnintendent,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru