Playzilla Casino - A retirada do jogador não foi processada.

Greetings,

I am writing this complaint because in my opinion Playzilla is a scam site🤬! For about 10 days I have made 3 withdrawals and despite having talked to their operators both in chat and through operators, every day there are a thousand different excuses both for verifying the account and for collecting my winnings, 3 winnings of € 1000 . It should be noted that out of 3 pending withdrawals on the site I only see 2🤬! After sending them a thousand documents they requested, they assured me in chat that in a short time they would proceed with the verification of the account .. but after 10 days there is still another excuse! Now they asked me to remove the vpn when I log in and in the last 3 days I have always removed it. I explained to them that I am a soldier and I am in Kuwait for work and I use the vpn for netflix and Dazn .. then they asked me when to return to Italy .. and rightly with the work I do I can not give too much info. I don't know what to do anymore .. 🤬🤬🤬 for me it's a scam site !!! 🤬🤬🤬

Salve,

scrivo questo reclamo perché a mio parere Playzilla è un sito truffa🤬! Da 10 gg circa che ho effettuato 3 prelievi e nonostante abbia parlato con i loro operatori sia in chat che tramite operatori, ogni giorno si trovano mille scuse diverse sia per la verifica dell’account che per riscuotere le mie vincite, 3 vincite da 1000€. Da sottolineare che su 3 prelievi in sospeso sul sito ne vedo solo 2🤬! Dopo avergli inviato mille documenti da loro richiesti mi avevano assicurato in chat che in breve tempo avrebbero proceduto nella verifica del conto.. ma a distanza di 10 gg ancora si trovano un’altra scusa! Ora mi hanno chiesto di togliere la vpn quando faccio il login e negli ultimi 3 gg l’ho sempre tolta. Gli ho spiegato che sono un militare e sono in Kuwait per lavoro e uso la vpn per netflix e Dazn.. poi mi hanno chiesto quando rientro in Italia.. e giustamente con il lavoro che svolgo non posso dare troppe info. Non so più cosa fare.. 🤬🤬🤬 per me è un sito truffa!!!🤬🤬🤬

Dear Ragmn82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided? Have you submitted all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

So, assuming that the first time I asked for info on the withdrawal situation, the operators, both in chat and by email, replied that everything was ok with the verification of my account and my documents. After 3-4 days I contacted them again to ask for updates on account verification and withdrawals and they always replied everything ok and to be patient and apologized for the delay because they had too many withdrawal requests. Then after 1 week I get an email from them from Kyc@supportolayzilla.com asking me: passport, bill and photo of prepaid card used in deposits. I will immediately send them by email all the documents they requested! After 10 days I have not received any more response from kyc!

Dunque, premettendo che già la prima volta che ho chiesto info sulla situazione dei prelievi, gli operatori, sia in chat che tramite email, mi rispondevano che era tutto ok con la verifica del mio conto e i miei documenti. Trascorsi 3-4 gg gli ho ricontattati nuovamente per chiedere aggiornamenti su verifica conto e prelievi e mi rispondevano sempre tutto ok e di avere pazienza e si scusavano per il ritardo perché avevano troppe richieste di prelievo. Poi dopo 1 settimana mi arriva una loro email da Kyc@supportolayzilla.com chiedendomi: passaporto, bolletta e foto di carta prepagata usata nei depositi. Nell’immediato gli invio per email tutti i documenti da loro richiesti! Dopo 10 gg non ho avuto più alcuna risposta da kyc!

And I add that in chat days later I asked the operators if my documents were affixed, receiving a positive response! In the last 2 days they invented this thing about the vpn .. and consequently they do nothing but delay the collection of my winnings and the verification of my account !!! 🤬🤬🤬

E aggiungo che in chat gg dopo chiedevo agli operatori se i miei documenti fossero apposto ricevendo risposta positiva! Negli ultimi 2 gg si sono inventati sta cosa della vpn.. e di conseguenza non fanno altro che tardare la riscossione delle mie vincite e la verifica del mio account!!!🤬🤬🤬

Thank you very much for your reply, Ragmn82. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Good morning, then I accidentally deleted last week's email from kyc. And it should be noted that already 7 days ago I had sent all the documents requested by them without having any answer and if indeed the documents were ok. Then after a couple of days I wrote to kyc asking for updates and never received an answer! Everything is scandalous situation started on 28/05 and today after 16 days total of my withdrawals nothing is known, much less about the verification of my account! This morning I entered the site and I realized that among the withdrawals instead of 3 of 1000 € I found only one🤬. I enter the chat and the operator tells me that I have to wait for the answer from kyc. In short .. always the usual answers for 16 days now. Then 3 hours ago after a week, I received this email from kyc which I attach.

Buongiorno, allora l’email di kyc della settimana scorsa casualmente l’ho eliminata. E da premettere che già 7 gg fa avevo inviato tutti i documenti da loro richiesti senza avere alcuna risposta e se effettivamente i documenti fossero ok. Poi dopo un paio di gg ho scritto io a kyc chiedendo aggiornamenti e non mai ricevuto risposta! Tutto sta situazione scandalosa è iniziata il 28/05 e oggi a distanza di 16 gg totali ancora dei miei prelievi non si sa nulla e tanto meno della verifica del mio account! Stamattina sono entrato sul sito e mi sono accorto che tra i prelievi invece di 3 da 1000€ ne ho trovato solo uno🤬. Entro in chat e l’operatore mi dice che devo attendere la risposta da kyc. Insomma.. sempre le solite risposte ormai da 16 gg. Poi 3 ore fa a distanza di una settimana, mi è arrivata questa email da kyc che inserisco in allegato.

Thank you very much Ragmn82 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Finally, after 18 days between account verification and withdrawal requests, I was credited with my winnings 🎉🎉🎉 .. CASE SOLVED. Thanks so much for the support

Finalmente dopo 18 gg tra verifica conto e richieste di prelievi mi hanno accreditato le vincite 🎉🎉🎉.. CASO RISOLTO. Grazie mille per il supporto

Hello, Ragmn82,

Great news! Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru