Playzilla Casino - Die Rücknahme des Spielers hat sich verzögert.

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Hello,

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 via this payment method before?
• Could you please provide a bank statement for the relevant period, confirming that the payment has not been received? You can forward it to me via email at attila.g@casino.guru.

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,

Attila

Thank you for your reply. Could you please advise whether you have tried reaching out to your payment provider in relation to this issue? If so, could you please forward that communication as well?

Thank you for your patience and cooperation.

Hello,

No, I haven't contacted my bank. I also haven't received any information from the bank that payments have been returned.

Kind regards,

[Redacted]

Hallo,

nein, ich habe mich nicht an meine Bank gewandt. Ich habe von der Bank auch keine Information bekommen, dass Zahlungen zurück gegangen sind.

Schöne Grüße,

[Redacted]

Hello,

Thank you for clarifying.

In that case, I would recommend contacting your bank/payment provider first to check why the €99 payment was rejected and to ask about the status of the €90 payment.

If they are unable to provide any explanation, or confirm that there is no issue on their side, please let us know. We will then be happy to contact the casino and ask them to clarify the situation from their end.

Thank you for your patience and cooperation.

Hello mcb1166,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

When will Attila be back from vacation?

Thanks

Hallo,

wann kommt Attila aus dem Urlaub?

Danke

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear mcb1166,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Playzilla Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear mcb1166,

Thank you for reaching out to us.

We are sorry to hear about your frustration and the delay.

We can see that your withdrawal request of 99 EUR has not been successful as it was declined by your payment provider.

We would recommend contacting your provider in order to receive further information regarding the reason of cancellation.

At the moment there are no pending withdrawal requests on your account.

In order to secure a fast payment of your funds we advise to use an alternative payment method like crypto.

Please request the withdrawals on your account.

In case you are facing further issues when requesting your withdrawals, we kindly ask you to send us an email with a screenshot of the error which is shown and your payment data to perform a manual withdrawal.

We thank you for your understanding and cooperation.

Kind regards,

Playzilla Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mcb1166,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina