Playzilla Casino - Die Auszahlung des Spielers verzögert sich aufgrund einer unvollständigen Überprüfung.

Hello,

Perhaps you can help regarding Playzilla. Based on the experience report here on Casino Guru, I signed up with Playzilla. Using a bonus, I managed to win 700 EUR. During the account verification process, my ID and address verification were already accepted. However, my deposit proof has been rejected multiple times, even though I have provided the necessary documents several times. Despite multiple inquiries with customer support, I haven’t received any real assistance for weeks.

Could you please assist with this issue?

Thank you in advance!

Guten Tag,

vielleicht können Sie bezgl. Playzilla weiterhelfen. Auf Basis der Erfahrungsbeichte hier bei Casino Guru habe ich bei Playzilla angemeldet. Mittels Bonus habe ich sodann 700 EUR erspielt. Bei der Kontoverifizierung wurde der Ausweis sowie die Adressverifizierung bereits akzeptiert. Der Nachweis der Einzahlungen wurde nun mehrfach abgeleht, obwohl die erforderliche Dokumente mehrfach vorlegt worden sind. Trotz mehrmaliger Nachfrage im Support wird mir seit Wochen nicht wirklich weitergeholfen.

Können Sie hier bitte weiterhelfen?

Vielen Dank im Voraus!

Dear fata333, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify which documents you submitted as your proof of deposit?

Have you made sure that the documents contain all your personal information as well as the information about the transactions sent to the casino?

Have you provided all the required documents on time and in the correct format?

When was the last time you sent a proof of deposit to the casino for verification?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

Thank you for your quick response. Here is the situation:

1. I made 2 deposits via Apple Pay / credit card and via crypto.
2. The credit card statement and the transaction statement from the crypto wallet were uploaded as proof of payment.
3. In both cases my personal information is included.
4. Proof of payment is uploaded in the permitted formats.
5. The payment proofs were uploaded again today.

Is further information required?

Thank you in advance and your help!

Best regards, Fatih

Hallo Veronika,

vielen Dank für die schnelle Rückmeldung. Hier folgender Sachverhalt:

1. Ich habe 2 Einzahlungen über Apple Pay / Kreditkarte sowie über Krypto vorgenommen.
2. Als Zahlungsnachweise wurde die Kreditkartenabrechnung sowie der Auszug zur Transaktion aus dem Krypto Wallet hochgeladen.
3. In beiden Fällen sind meine persönlichen Angaben enthalten.
4. Die Zahlungsnachweise sind in den zulässigen Formaten hochgeladen.
5. Die Zahlungsnachweise wurden heute erneut hochgeladen.

Sind noch weitere Angaben erforderlich?

Vielen Dank im Voraus und Eure Hilfe!

Viele Grüße, Fatih

Could you please forward the proof of deposits that were rejected by the casino during the verification process to veronika.f@casino.guru?

Additionally, has the casino explained why these documents were not accepted and provided details on what information is required for them to be approved during the KYC process?

This information will help us better understand your case and assist you more effectively.

Hello Veronika,

I have just provided the requested documents via email. There is no explanation as to why the documents have been rejected several times, despite repeated inquiries to support. I hope Casino Guru can help here.

Hallo Veronika,

ich habe soeben die erbetenen Dokumente per Email bereitgestellt. Eine Erklärung, warum die Dokumente nun mehrfach abgelehnt wurden, liegt nicht vor, trotz mehrmaliger Nachfrage beim Support. Ich hoffe, Casino Guru kann hier weiterhelfen.

Thank you very much, fata333, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you fata333 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 what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello,

thanks for reaching out to our support via Casino Guru.

We are looking into this and will revert soon.

Best regards,

Playzilla Support

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

thanks for reaching out to our support via Casino Guru.

We are looking into this and will revert soon.

Best regards,

Playzilla Support

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

thanks for reaching out to our support via Casino Guru.

We are looking into this and will revert soon.

Best regards,

Playzilla Support

Dear fata333, as this is the third time we have received the same message I will be closing this complaint as unresolved due to the casino's lack of response. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Playzilla Casino. We received the following message:

Dear Peter,

Firstly, we would like to apologize for the significant delays with this case. There has been some miscommunication within the team, which led to missing it.

We, therefore, kindly ask you to re-open the case and give it one more chance at resolution. 

 For your information, we are waiting for the customer to provide a full and unmodified transaction history for the period 25.09.2024 - 25.10.2024. As the account verification is not completed, the withdrawals are delayed. 

 Best regards,

Playzilla team

Dear fata333, are the documents you already provided the same ones that the casino is requesting now? Thank you in advance!

Hello Peter, the same proof of payment was provided that you and Casinoguru also have (see the emails to Playzilla KYC Team & CC to you; most recently dated January 24, 2025).

To date, there is NO information as to why the proof of payment provided was not accepted.

For the entire Casinoguru community, I would also like to note that an official complaint has been filed with Anjouan Gaming Authority via Playzilla.

In addition, an official request for information was made to Playzilla in accordance with Art. 15 GDPR in order to obtain transparency about the processing of personal data and, in some cases, the handling of particularly sensitive data in accordance with Art. 9 GDPR. The deadline for providing information ends on February 28, 2025. To date, Playzilla has not yet responded.

Hallo Peter, es wurden dieselben Zahlungsnachweise bereitgestellt, die Dir und Casinoguru ebenfalls vorliegen (siehe die Mails an Playzilla KYC Team & CC an Dich; zuletzt vom 24.01.2025).

Es liegt bis heute KEINE Info vor, warum die bereitgestellten Zahlungsnachweise nicht akzeptiert wurden.

Für die gesamte Casinoguru Community möchte ich zudem hier festhalten, dass eine offizielle Beschwerde an Anjouan Gaming Authority über Playzilla eingereicht wurde.

Zudem wurde ein offizielles Auskunftsersuchen gemäß Art. 15 DSGVO ggü. Playzilla gestellt, um Transparenz über die Verarbeitung personenbezogener Daten sowie z.T. den Umgang besonders schützenswerte Daten gemäß Art. 9 DSGVO zu erhalten. Die Beauskunftsfrist endet am 28.02.2025. Bis heute liegt noch keine Antwort von Playzilla vor.

Dear all,

Thank you for giving this case another chance!

We would like to inform you that we waiting for the customer to provide a full and unmodified transaction history for the period 25.09.2024 - 25.10.2024. Please upload the documents through the Verification section of your account.

Best regards,

Playzilla team

Dear Playzilla Team,

dear forum members,

The complete payment records available to Casinoguru, which were also submitted to the Anjouan Gaming Authority as part of the official complaint against Playzilla, were uploaded several times via Playzilla's verification process. Unfortunately, Playzilla did not communicate what was "allegedly" missing either via live support or by email.

Both the emails and the transcript about the repeated lack of live chat (no information > reference to email support > again no information and so on) were also submitted to the Anjouan Gaming Authority.

Dear Playzilla Team,

It's nice that you're at least responding here. I would therefore like to remind you of the ongoing official request for information in accordance with Art. 15 GDPR with a deadline of February 28, 2025. You confirmed receipt of the request for information on January 28, 2025.

If no information is provided within the deadline, an official complaint will be submitted to the responsible data protection supervisory authorities and the local gambling authority (GGL).

Liebes Playzilla Team,

liebe Forum Mitglieder,

die Casinoguru vorliegenden und vollständigen Zahlungsnachweise, die ebenfalls bei der Anjouan Gaming Authority im Rahmen der offiziellen Beschwerde ggü. Playzilla eingereicht worden sind, wurden mehrfach über den Verifizierungsprozess von Playzilla hochgeladen. Leider wurde von Playzilla weder über den Live Support noch per E-Mail mitgeteilt, was „angeblich" fehlt.

Sowohl die Mails als das Transkript über den mehrfachen mangelnden Live Chat (keine Auskunft > Verweis auf E-Mail Support > wieder keine Auskunft und so weiter) wurden der Anjouan Gaming Authority ebenfalls vorgelegt.

Liebes Playzilla Team,

schön dass sie zumindest hier reagieren. Daher möchte ich Sie an das laufende offizielle Auskunftsersuchen gemäß Art. 15 DSGVO mit Frist zum 28.02.2025 errinnern. Der Eingang des Auskunftsersuchen wurde von Ihnen am 28.01.2025 bestätigt.

Sollte keine fristwahrende Auskunft vorliegen, so wird zudem eine offizielle Beschwerde bei den zuständigen Datenschutzaufsichtsbehörden sowie der hiesigen Glückspielbehörde (GGL) eingereicht.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fata333,

We sincerely apologies for your past experience.

However, we are willing to help and proceed this case in a positive way.

Hence, we once again would like to inform you that we are still waiting for the you to provide a full and unmodified transaction history for the period 25th September, 2024, till 25th October, 2024.

Please upload the documents through the Verification section of your account.

Once again, please make sure you have not edited or modified the document.

Please upload the PDF as it is.

Waiting for your requested document.

Best regards,

Playzilla team

Dear Playzilla Team,

Today (03.03.2025) the two payment receipts - as described above - were uploaded AGAIN as a PDF and unchanged.

I would also like to remind you of the ongoing official request for information pursuant to Article 15 GDPR. To date, no information has been provided on this either.

Liebes Playzilla Team,

es wurden heute (03.03.2025) die zwei Einzahlungsnachweise - wie oben beschrieben - als pdf und unverändert ERNEUT hochgeladen.

Ich möchte Sie zudem an das laufende offizielle Auskunftsersuchen gemäß Art. 15 DSGVO errinnern. Bis heute liegt hierzu ebenfalls noch keine Auskunft vor.

Dear fata333,

We checked your uploaded documents with our relevant team and we can see, the document you provided is not directly download from bank provider (original PDF File) you need to upload the transaction history showing all deposits and income transaction in original PDF.

We had informed you to, please make sure you have not edited or modified the document.

Please upload the PDF as it is.

We need your transaction history showing all deposits and income transactions.

Please request your bank to share the PDF and share it directly with us.

Please do not edit or modify.

Once again, waiting for your requested document.

Best regards,

Playzilla team

Dear Playzilla Team,

I am very surprised by this response. It is not clear what is meant by the following statement:

…that the document you provided cannot be downloaded directly from the bank provider (original PDF file)…

Here are the facts:

1. 2 deposits were made (20. & 25.10.24) 1x with crypto + 1x with Apple Pay / credit card
2. The ORIGINAL and UNCHANGED credit card statement and the crypto transactions have now been made available several times as PDF
3. To date, they have only made the following comment:

Despite countless inquiries, it is still unclear what exactly is expected.

I would like to remind you again of the ongoing official request for information pursuant to Art. 15 GDPR. To date, you have not provided any information on this - nevertheless, on your website you refer to "compliance with the GDPR" as follows:

I would also like to expressly ask you again to inform me by email what exactly is expected as proof of payment (including examples).

The clarification will now take more than 4 months.

Liebes Playzilla Team,

ich bin sehr überrascht über diese Rückmeldung. Es ist nicht verständlich, was mit folgendem Statement gemeint ist:

…dass das von Ihnen bereitgestellte Dokument nicht direkt vom Bankanbieter heruntergeladen werden kann (Original-PDF-Datei)…

Hier die Fakten:

1. Es wurden 2 Einzahlungen getätigt (20. & 25.10.24) jeweils 1x mit Krypto + 1x mit Apple Pay / Kreditkarte
2. Die ORIGINALE und UNVERÄNDERTE Kreditkartenabrechnung sowie der Krypto- Transaktionen wurde nun mehrfach als PDF bereitgestellt
3. Bis heute wurden ihrerseits nur folgender Hinweis getätigt:

Trotz unzähliger Nachfragen ist nach wie vor unklar, was exakt erwartet wird.

Ich möchte nochmals auf das laufende offizielle Auskunftsersuchen gemäß Art. 15 DSGVO errinnern. Bis heute haben Sie hierzu noch keine Auskunft geliefert - gleichwohl verweisen Sie auf Ihrer Seite auf „die Einhaltung der DSGVO" wie folgt:

Zudem möchte ich Sie nochmals ausdrücklich bitten, per E-Mail mitzuteilen, was exakt als Zahlungnachweis (inkl. Beispiele) erwartet wird.

Die Klärung dauert jetzt nun mehr als 4 Monate.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fata333,

Once again, we have sent an e-mail to you informing the details of the documents we are looking for please share the exact documents as requested.

Once we receive the documents as requested so we can quickly proceed with the verification of your account leading to proceed with your further request.

Therefore, please make sure you have not edited or modified the document.

Please upload the PDF as it is.

Please note, we need your transaction history showing all the deposits and income transactions in original PDF as per dates mentioned in the email sent to you.

Once again, waiting for your requested document.

Best regards,

Playzilla team

Dear Playzilla Team,

For the sake of transparency, here is the email you mentioned above:

Unfortunately, once again, a standard response without any clarification as to what was missing from the submitted ORIGINAL and UNALTERED deposit slips. If, for example, a credit card statement from one of the major credit card providers is not accepted, then Playzilla doesn't seem like a reputable provider to me.

The latter is underpinned by Playzilla's NON-COMPLIANCE with legal requirements - such as the GDPR.

It appears that Playzilla has no interest in providing information to its customers. Furthermore, it appears that Playzilla is not complying with legal requirements either – see above. The request for information pursuant to Art. 15 GDPR was not answered within the deadline.

As a result, a complaint is now being filed with the relevant data protection supervisory authorities against the operator, parent company and affiliated payment processors.

Further legal action will also be taken.

Dear Casinoguru Community,

Based on my experience, Playzilla's case handling is anything but serious. In addition to the harassment, Playzilla also appears to be ignoring applicable laws. Let's see how Playzilla responds to regulatory requirements.

My recommendation: Save yourself the trouble of registering with Playzilla. There are plenty of other operators that don't have such problems. The "good" reviews of Playzilla on Casinoguru are hard to understand.

Liebes Playzilla Team,

aus Transparenzgründen hier die von Ihnen oben erwähnte E-Mail:

Leider - mal wieder - eine Standardantwort ohne Klärung, was bei den eingereichten ORIGINALEN und UNVERÄNDERTEN Einzahlungsnachweisen fehlt. Wenn z.B. eine Kreditkartenabrechnung von einem der großen Kreditkartenanbieter nicht akzeptiert wird, dann erscheint mir Playzilla als kein seriöses Anbieter.

Letzteres wird durch die NICHT-EINHALTUNG von gesetzlichen Vorgaben durch Playzilla - wie z.B. die DSGVO - untermauert.

Es scheint, dass Playzilla keine Interesse an der Aufklärung i.S.d. Kunden hat. Zudem scheint es, dass Playzilla sich auch nicht an gesetzlichen Vorgaben hält - siehe oben. Das Auskunftsersuchen gemäß Art. 15 DSGVO wurde nicht fristgemäß beantwortet.

Infolgedessen wird nun Beschwerde bei den zuständigen Datenschutzaufsichtsbehörden ggü. dem Betreiber, Muttergesellschaft sowie angeschlossene Zahlungsabwickler eingereicht.

Zudem werden weitere rechtliche Schritte eingeleitet.

Liebe Casinoguru Community,

basierend auf meinen Erfahrungen, ist die Fallbearbeitung von Playzilla alles andere als seriös. Neben Schikanen scheint Playzilla sich auch nicht an geltendes Recht zu halten. Mal sehen, wie Playzilla nun auf behördliche Auflagen reagieren wird.

Meine Empfehlung: Spart Euch die Anmeldung bei Playzilla. Es gibt genug andere Betreiber, bei denen es keine derartige Probleme vorhanden sind. Die „guten" Bewertungen zu Playzilla auf Casinoguru lassen sich für nicht nachvollziehen.

Dear fata333, could you provide me with the documents you have sent to the casino so I can review them? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter, the documents have just been sent to you.

Hallo Peter, die Unterlagen wurde Dir soeben zugeschickt.

Thank you for providing me with the documents fata333. I have responded to your email with further requests, and I await your reply. Thank you in advance for your cooperation!

Thanks for your valuable help and email, Peter! I just replied to you via email.

Danke für Deine wertvolle Hilfe und Mail, Peter! Ich habe Die soeben per Mail geantwortet.

Hello Peter, thank you again for your quick and practical help! The relevant payment receipts have been uploaded again.

Dear Playzilla Team,

Even though they failed to provide any support or clarification, Peter from Casinoguru was helpful. The documents were uploaded again.

Hallo Peter, nochmals vielen Dank für die schnelle und pragmatische Hilfe! Die betreffenden Einzahlnachweise wurden erneut hochgeladen.

Liebes Playzilla Team,

auch wenn ihrerseits die Unterstützung sowie Klärung ausbliebt, hat Peter von Casinoguru hier hilfreich unterstützt. Die Unterlagen wurden erneut hochgeladen.

Dear fata333,

We are happy to confirm your account has been verified.

Our team wishes you all the best for your future activities!

Best regards,

Playzilla team.

Thank you very much for the update Playzilla Casino representative.

Dear fata333, We will keep this complaint open until you confirm your issue has been resolved successfully. Please keep me informed about any further developments.

Thank you very much, Peter.

The payment was requested on April 3rd. The payment has not yet been made. Therefore, the problem currently persists.

Vielen Dank, Peter.

Die Auszahlung wurde am 03.04. beauftragt. Bisher ist die Auszahlung nicht erfolgt. Daher besteht das Problem aktuell weiterhin.

Hello fata333,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the info, dear Casinoguru team!

Since the total amount has not yet been paid out, the problem still exists.

Vielen Dank für die Info, liebes Casinoguru Team!

Da die Auszahlung der Gesamtsumme bisher nicht erfolgt ist, besteht das Problem auch weiterhin.

I apologize for the lack of response. Would it be possible to get an update on the situation from both parties? Thank you in advance!

Hello Peter, after a total of 5 months the amount won has now been paid out in full.

Thank you very much for your great support!

Regardless, the compliance requirements - as mentioned above - will continue to be pursued, as Playzilla has not yet met the compliance requirements.

Hallo Peter, nach insgesamt 5 Monaten wurde der erspielte Betrag nun vollständig ausgezahlt.

Herzlichen Dank für Deine tolle Unterstützung!

Unabhängig davon, werden die Compliance Anforderungen - wie oben bereits erwähnt - weiterhin verfolgt, da Playzilla bis heute den Compliance Anforderungen nicht gerecht geworden ist.

Dear fata333,

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,

Peter