Playzilla Casino - 決済が遅延しているとのクレームがあります。

hello, i'm really happy with playzilla in itself very fast support (although not helpful) cool selection of games and very chic site but a casino that refuses verification in advance and only says you should wait until the finance department gets in touch is mine In my opinion is absolutely dubious, every casino I've played in so far has given me the opportunity to verify myself before the first payout

of course, the first payout is unnecessarily prolonged and the player is forced to gamble away his winnings again i sent all the documents by email in advance: a video of my mifinity account, bank statement from my bank for address confirmation and of course my identity card the support has of course only responded with standard replies and told me to wait for the finance department but this is definitely not the right course of action and no other casino does this

Dear Aljosha93,

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

It's not about the money itself, it's about the fact that I was refused to verify myself before the payout, which I see as a tactic so that the player gambles away his winnings again and this is definitely a violation of the license and also the terms and conditions

Es geht nicht um das Geld an sich es geht um den Fakt das mir verweigert wurde mich im Vorfeld der Auszahlung zu verifizieren das empfinde ich als eine Taktik damit der Spieler seinen Gewinn wieder verspielt und dies ist defintiv ein Verstoß gegen die Lizenz und auch die agbs

Thank you for your reply, Aljosha93. Do I understand correctly that you have provided documents to verify your identity, but the casino has not approved them yet? Could you please advise when exactly you sent the documents?

Are you trying to withdraw your funds from the casino account?

Yes I am trying to withdraw my money and the documents were presented directly on 05/03 and also rejected on that day

Ja ich versuche mein Geld abzuheben und die Dokumente wurden direkt am 03.05 vorgelegt und auch an diesem Tag abgelehnt

Hello you can close the case here I have teamed up with the authorities in Germany and Curacao to take action against Rabidi nv to my amazement even the gambling authority from Curacao contacted me and offered me their support.

Hallo ihr könnt den Fall hier schließen ich habe mich mit den Behörden in Deutschland und Curacao zusammen getan um gegen Rabidi n.v vor zu gehen zu meiner Verwunderung hat sich sogar die Glücksspielbehörde aus Curacao bei mir gemeldet und mir ihre Unterstützung angeboten.

It is now up to Rabidi nv how to proceed because I was not aware in advance that this casino does not have a license for Germany and was not mentioned anywhere on their website, so I will now try to get my entire money including all deposits back from Rabidi nv If you still have players who have problems with this group, you are welcome to contact me because I have now received all the contact details of the owners from the authorities in Curacao.

Es liegt jetzt an der Rabidi n.v wie sie weiter vorgehen denn das dieses Casino keine Lizenz für Deutschland besitzt war mir im Vorfeld nicht bewusst und wurde auch auf ihrer Internetseite nirgendwo erwähnt deshalb werde ich nun versuchen von der Rabidi n.v mein gesamtes Geld inklusive aller Einzahlungen wieder zu bekommen falls ihr noch Spieler habt die Probleme mit dieser Gruppe haben könnt ihr euch gerne bei mir melden denn ich habe mittlerweile von den Behörden aus Curacao sämtliche Kontaktdaten der Besitzer erhalten.

I understand. I will now close this complaint as per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.