Playzilla Casino - A conta do jogador foi bloqueada.

Hello, I won over €8000 on playzilla! I was only allowed to withdraw €1000 every 24 hours. I applied for my €1000 to be paid out and then stopped playing. The next day when I wanted to log in it said that the user was deactivated by administrator.

I was shocked at first, then I contacted support and they said I should send an email to customer service. I've done it several times but unfortunately no answer! Then several times at Live Support until someone wrote to me that my account was closed due to gambling addiction and it is no longer possible to open it again. What's the point? I didn't initiate it, I wrote and was kicked out of the chat! I don't understand what's going on there. What about my won 8000€ ?

completely ignored by playzilla! In the meantime I think they don't want to and won't pay me the money! What can I do?

Hallo, habe bei playzilla über 8000€ gewonnen! Ich dürfte alle 24 Stunden nur 1000€ auszahlen lassen. Habe meine 1000€ zur Auszahlung beantragt und danach nicht mehr weitergespielt. Nächsten Tag als ich mich einloggen wollte stand da das der Benutzer von admistrator deaktiviert wurde.

erstmal schockiert dann habe ich mich beim Support gemeldet und die meinten ich soll per Mail beim Kundenservice melden. Habe ich mehrmals gemacht aber leider keine Antwort! Danach mehrmals beim Live Support bis mir jemand geschrieben hat das mein Account wegen Spielsucht geschossen wurde und nicht mehr möglich ist es wieder zu eröffnen. Was soll das ich habe es nicht veranlasst habe ich geschrieben und wurde aus dem Chat rausgeschmissen ! Ich verstehe nicht was da abläuft. Was ist mit meinem gewonnen 8000€ ?

werde von playzilla komplett ignoriert! Mittlerweile glaube ich die wollen und werden mir das Geld nicht auszahlen! Was kann ich tun?

Dear ayhan4702,

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 passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Lastly, do I understand correctly that you personally have not applied for self-exclusion?

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

Hello Kristina,

The €1000 was outstanding! Up to now, no successful payout has taken place. I haven't been asked to verify yet.

I definitely didn't exclude myself.

I find all this very strange.

Kind regards

Ayhan

Hallo Kristina,

Die 1000€ war ausstehend! Bis jetzt wurde hat noch keine erfolgreiche Auszahlung stattgefunden. Ich wurde auch noch nicht zur Verifizierung aufgefordert.

Habe definitiv kein selbst Ausschluss gemacht.

ich finde das alles sehr merkwürdig.

Mit freundlichen Grüßen

Ayhan

Thank you very much for your reply, ayhan4702. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear ayhan4702,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.