Playzilla Casino - A conta do jogador é encerrada após tentativas de retirada.

Dear Sir/Madam,

I am encountering an issue with Playzilla online casino.

Two days ago, I created an account and deposited a total of €250. Over these two days, I won €450 each day.

On the first day, I requested a withdrawal of €450 to my account.

On the second day, I won again and attempted to withdraw the amount 6 hours later.

However, later when I tried to log in, a message appeared saying: USER IS DEACTIVATED.

What should I do now and what can I expect from customer service? I have sent an email and contacted live support, and they told me to wait.

I find this all a bit suspicious, which is why I am writing in this forum.

What would you do in my situation?

Attached are screenshots of my transaction history and my card as proof.

These are screenshots from my online banking.

Best regards,

Sehr geehrte Damen und Herren,

und zwar hab ich ein Problem mit dem Playzilla online Casino.

ich habe vor zwei Tagen einem Account erstellt und habe insgesamt 250€ eingezahlt in den 2 Tagen habe ich jeweils 450€ gewonnen.

Am ersten Tag habe ich dann eine Auszahlung in Höhe von 450€ auf mein Konto angefordert.

Am zweiten Tag wieder gewonnen und wollte dann anschließend 6Std später den Betrag auch auszahlen.

Später beim anmelden steht oben in einem Fenster: BENUTZER IST DEAKTIVIERT.

Was soll ich jetzt tun und was kann man erwarten von dem Kundenservice ich hatte eine Mail geschrieben und auch den Live Support angeschrieben die meinten das ich doch warten soll.

ich finde das alles bisschen suspekt, weswegen ich mich in diesem Forum melde.

Was würden Sie an meiner Stelle tun?

Ich lade im Anhang Kontoauszüge der Einzahlungen und meiner Karte hoch.

Das sind Screenshots aus meinem Online Banking

LG

Dear HansPeter110,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi, I played slot games, I wasn't asked to verify and I didn't verify myself. I didn't use a bonus or anything like that.

The payouts also consist of pure credit and not any bonuses.

lg

Moin, ich habe Slotspiele gespielt, ich wurde nicht aufgefordert mit zu verifizieren und habe mich auch nicht verifiziert. Einen Bonus habe ich auch nicht benutzt oä.

Die Auszahlungen bestehen auch aus reinem Guthaben und nicht aus irgendwelchen Bonis.

LG

I just received an email from Playzilla saying that my account has been closed due to suspected fraud.

what kind of bullshit is this.

Why would you let someone make a deposit if you suspect something?

Such a crap.

I hope you can help me.

I'm uploading a screenshot of the email here.

Ich habe eben noch eine Mail von Playzilla bekommen, dass mein Account wegen Verdacht auf Betrug geschlossen wurde.

was ist das für eine Ver*rsche.

wieso lässt man jemanden überhaupt einzahlen wenn man einen Verdacht schöpft.

So ein Mist.

ich hoffe Sie können mir da helfen.

einen Screenshot von der Mail lade ich hier hoch.

good morning,

new status of my page. I have just received an email that €200 has been paid out, which I firstly did not request and secondly has not been transferred to my account.

Any emails sent to Playzilla always get talked around and the same thing said.

moin,

neuer Stand meiner Seite aus. Ich habe soeben eine Mail bekommen, dass 200 € ausgezahlt wurden, die ich erstens nicht beantragt habe und zweitens nicht auf mein Konto überwiesen worden.

auf jegliche Mails an Playzilla wird immer drum rum geredet und das gleiche erzählt.

Here is another live chat with support, they supposedly transferred money to some account but I didn't receive anything, which I can also prove

Hier noch ein Live Chat mit dem Support haben angeblich Geld überwiesen auf irgend ein Konto habe aber nichts erhalten was ich auch belegen kann

Thank you very much, HansPeter110, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thank you.

Vielen Dank.

Hello there,

Thank you HansPeter110 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Playzilla Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello dear Casinoguru team,

what happens if Playzilla doesn't respond in time.

regards

Moin liebes Casinoguru Team,

was passiert wenn Playzilla nicht rechtzeitig antwortet.

mfg

Dear Peter,

Thank you for reaching out.

Please be informed that we sent you an email to peter.c@casino.guru.

Looking forward to your reply.

Best regards,

Customer Support

Thank you for providing the evidence Playzilla Casino representative.

Dear HansPeter110, the casino has provided me with evidence of multiple accounts. I strongly advise against such behaviour as it can lead to your blocking in most of the casinos in the industry. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter