Playzilla Casino - A retirada do jogador foi adiada por semanas.

Hello, I am writing to you because your "problem with a withdrawal" function is not working. I withdrew €150 via Litecoin on Playzilla on February 12, 2025, but it seems they have no intention of paying it out because no matter how often I write to customer service, they always say the same thing: I should be patient, my withdrawal is in the final phase, but the final phase has been going on since February 18, 2025. Now 3 weeks have passed and I haven't received any replies to my emails, no matter how many I send, they no longer answer me, I really feel like I've been ripped off. I try to reach the live chat but it's never active, I really don't know what to do, it's only €150 but I really need it urgently.

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Guten Tag, ich melde mich hierrüber da ihre Funktion „Problem mit einer Auszahlung" nicht funktioniert. Ich habe am 12.02.2025 auf Playzilla 150€ über Litecoin ausgezahlt, jedoch haben sie wohl nicht vor es auszuzahlen denn egal wie oft ich dem Kundenservice schreibe sie sagen immer das gleiche ich solle mich gedulden meine Auszahlung ist in der Endphase, aber die Endphase ist bereits seit 18.02.2025. Nun sind 3 Wochen vergangen und ich bekomme gar keine Antwort mehr auf meine E-Mails egal wieviele ich abschicke sie antworten mir nicht mehr, ich fühle mich echt verarscht. Ich versuche den Livechat zu erreichen jedoch ist der nie Aktiv, ich weiß echt nicht weiter es sind zwar nur 150€ aber die brauche ich echt dringend.

lg

Dear Carocasa,

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

Hello, thank you very much for the quick reply, I had not made a previous withdrawal because it was my very first deposit and subsequent withdrawal.

The KYC procedure is not necessary according to the Playzilla website.

I didn't get a bonus on my winnings. I invested €15 in bets and won €130. Then I played a bit in the casino and ended up withdrawing €150 via Litecoin.

I will send you some photos to your email.

thank you very much again

Guten Tag, vielen lieben dank für die schnelle Antwort, ich habe keine Vorherige Auszahlung getätigt gehabt, denn es war meine aller erste einzahlung und daraufhin auch die Auszahlung.

das KYC Verfahren ist nicht nötig laut der Playzilla Website.

ich habe keinen Bonus auf meine Gewinne gehabt ich habe 15€ in Wetten investiert und 130€ gewonnen daraufhin habe ich etwas im Casino gespielt und am ende 150€ ausgezahlt über Litecoin.

Ich lasse ihnen einige Fotos zukommen auf ihre Email.

nochmals vielen lieben dank

Hello, I have sent you the pictures via my alternative email:

Guten Tag, die Bilder habe ich ihnen zukommen lassen über meine alternativ Email: mertdean123@googlemail.com

Hello, it has already been resolved, but thank you for your help anyway.

After exactly 1 month and 20 emails the money was finally paid out.

Guten Tag, es hat sich bereits erledigt, trotzdem danke für ihre Hilfe.

nach genau 1 Monat und 20 E-Mails wurde das Geld endlich ausgezahlt.

Dear Carocasa,

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,

Dominika

Casino.Guru