Playzilla Casino - O jogador acredita que o seu pagamento foi atrasado.

Good day,

I have contacted Playzilla Casino multiple times now, both by email and chat, and have received either no response or unhelpful answers as to why my three requested withdrawals are not being processed; I am simply being given the runaround. My request for an additional withdrawal of €7,500 also remains unanswered.

This is no way to treat customers, and withholding funds is illegal. Deposits aren't processed after days; they're deducted from the account immediately. Withdrawals, however, require constant waiting and chasing. With losses now totaling €70,000 at this casino, it shouldn't be that difficult to withdraw funds, especially after a win. Furthermore, players are simply demoted in VIP levels, forcing them to wait even longer for their money and beg for it.

I therefore request support and clarification.

Thank you in advance.

Best regards

Guten Tag,

ich habe nun schon mehrfach das Casino Playzilla sowohl per Mail als auch per Chat kontaktiert und bekomme entweder gar keine oder keine kompetenten Antworten warum meine mittlerweile drei beantragten Auszahlungen nicht bearbeitet werden und werde hier nur hingehalten. Auch meine Anfrage über eine zusätzliche Auszahlung in Höhe von 7.500€ bleibt bis heute unbeantwortet.

Das ist keine Art und Weise mit Kunden umzugehen und Gelder einzubehalten nicht Rechtens. Einzahlung werden auch nicht erst nach Tagen verbucht sondern sofort vom Konto abgezogen. Auf Auszahlungen hingegen muss man ständig warten und dem ganzen hinterher rennen. Bei Verlusten von mittlerweile 70.000€ in diesem Casino kann es ja nicht so schwer sein Gelder auszuzahlen, wenn man schon einmal einen Gewinn hat. Zudem wird man hier einfach im VIP Level degradiert sodass man noch länger auf sein Geld bangen und darum betteln muss.

Ich bitte daher um Unterstützung und Klärung.

Besten Dank im Voraus.

Viele Grüße

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pupsi145,

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

Good day,

I contacted you to get support. Instead, you're making me wait here too.

I therefore request once again that you clarify my case!!!

Of the €9,500, only €1,500 has been paid out so far. They're just making excuses, and due to the constant delays and the minimum payout amount of just €500 per withdrawal, I haven't been able to make any withdrawal requests, as only three open withdrawals are allowed.

My emails continue to go unanswered, and my request for a higher one-time payment remains unanswered to this day.

I therefore ask ONCE AGAIN for your support.

Best regards

***** *******

Guten Tag,

ich habe Sie kontaktiert um hier Unterstützung zu erhalten. Stattdessen lassen Sie mich hier ebenfalls warten.

Ich bitte Sie daher nochmals um Klärung meines Falls!!!

Von den 9.500 € wurden bisher nur 1.500 € ausgezahlt. Es wird hier nur mit Ausreden gearbeitet und durch die permanenten Verzögerungen der Auszahlungen und dem minimalen Auszahlungsbetrag von gerade einmal 500 € pro Auszahlung konnte ich keine Auszahlungsanfragen tätigen, da nur drei offene Auszahlungen erlaubt sind.

Auf meine E-Mails wird weiterhin nicht geantwortet und die Anfrage bzgl. der Auszahlung eines höheren Einmalbetrages bleibt bis heute immer noch unbeantwortet.

Ich bitte daher NOCHMALS um Unterstützung Ihrerseits.

Mit besten Grüßen

***** *******

Dear Pupsi145,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good day,

How generous of you to take the time to respond here, after you also made me wait for two weeks…

What has changed or been resolved here? There is still €7,500 outstanding! I have yet to receive a reply to my email inquiry from November 30, 2025, asking if a special payout of a larger amount is possible! They only ever make excuses but never answer the question. Requested payouts are also only processed sporadically, so the whole thing is just dragging on unnecessarily, in the hope that I'll gamble everything away again.

It would be nice if you could finally start providing support without making me wait forever again!

Best regards

Guten Tag,

wie großzügig, dass Sie sich auch mal die Zeit nehmen hier zu reagieren, nachdem Sie mich ebenfalls zwei Wochen haben warten lassen…

Was soll sich hier geändert oder erledigt haben? Aktuell sind im noch 7.500€ offen! Auf meine E-Mailanfrage vom 30.11.2025, ob eine Sonderauszahlung eines höheren Betrages möglich ist, habe ich bis heute keine Antwort erhalten! Hier werden immer nur Ausreden gesucht aber die Frage nie beantwortet. Beantragte Auszahlungen werden ebenfalls nur sporadisch bearbeitet, sodass sich hier das Ganze nur unnötig in die Länge zieht, in der Hoffnung man verspielt wieder alles.

Es wäre nett, wenn Sie jetzt langsam mal unterstützen könnten ohne mich hier wieder ewig warten zu lassen!

Mit besten Grüßen

Dear Pupsi145, thank you for your response. I completely understand your frustration with the slow withdrawal process. However, in order for me to better help you with this complaint, could you please clarify the following?

• Could you please confirm that you have passed the KYC verification?
• Have you received any reply from the casino? If so, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Good day,

Yes, the verification was already complete. Of course, I didn't receive a proper response from the casino. They consistently ignored the issue and kept passing the buck, both in chat and email. I couldn't find anyone who was responsible. I'm forwarding you the email correspondence.

Guten Tag,

ja die Verifizierung war bereits abgeschlossen. Ich habe vom Casino natürlich keine qualifizierte Antwort erhalten. Es wurde permanent am Thema vorbei kommuniziert seitens des Casinos und sowohl im Chat als auch im Mailverlauf immer auf den anderen geschoben. Eine Zuständigkeit hierbei war nicht zu finden. Den E-Mailverlauf leite ich Ihnen weiter.

Dear Pupsi145, thank you for your response. Could you please confirm how much do you currently need to withdraw in total? Have any of your pending withdrawals been processed?

Thank you in advance for your reply.

Good day!

Are you seriously trying to pull the wool over my eyes? I contacted you over a month ago for help. Aside from you completely ignoring me and constantly asking new questions instead of contacting the casino even ONCE, absolutely nothing has happened! Are you being paid by the casinos to keep stalling the victims?

Guten Tag!

Wollen Sie mich hier eigentlich vollkommen auf den Arm nehmen? Ich habe mich vor über einem Monat an Sie gewandt um Hilfe zu erhalten. Außer dass Sie hier ewig NICHT REAGIERT haben und immer wieder neue Fragen stellen anstatt sich EINMAL mit dem Casino in Verbindung zu setzen ist hier gar nichts passiert!!! Werden Sie von den Casinos bezahlt um die geschädigten weiterhin hinzuhalten???

Dear Pupsi145, I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.

Thank you in advance.

Dear Pupsi145,

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.

Good day!

I already answered all your questions in my email of December 24, 2025. Perhaps you could address them properly this time!

Guten Tag!

Ich habe Ihre Fragen bereits mit meiner E-Mail vom 24.12.2025 alle beantwortet. Vielleicht könnten Sie diese einmal qualifiziert abarbeiten!

Dear Pupsi145, Thank you for your response. I appreciate the information you have provided through the forwarded email correspondence regarding the payments you have received from the casino and your request for a higher, special payout. I would like to clarify that, unfortunately, we are unable to request payments from the casino that exceed the limits outlined in their policies. Our role allows us to intervene only if the casino does not process payments within the parameters of their established guidelines. To assist you effectively, could you please provide clarification on the following points?

1. What is the total amount you currently wish to withdraw?
2. How long did the successful withdrawals took to be processed?

Thank you for your understanding and cooperation.

Best regards,

Attila

Dear Pupsi145,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru