Playzilla Casino - Auszahlung des Spielers verzögert und Konto eingeschränkt.

Three months ago, I attempted to withdraw €1,300, but my account was restricted and the withdrawal was declined. Subsequently, several documents were requested, all of which I submitted. Most of these documents have not been processed since then. Customer support has been stringing me along, telling me for the past three months that I need to wait a few more days.

Ich wollte vor 3 Monaten 1.300€ auszahlen, dann wurde mein Konto eingeschränkt und die Auszahlung abgelehnt. Daraufhin wurden mehrere Dokumente angefordert, die ich alle eingereicht habe und von denen die meisten seither nicht bearbeitet wurden. Der Kundensupport hält mich nur hin und sagt seit 3 Monaten, dass ich noch ein paar Tage warten müsse.

Hello janblume,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The complaint has been ongoing since the end of March. Since then, I have been in the live chat many times and have explained my concerns, but have not received a single concrete answer.

A bank statement was requested and after being "reviewed" for a month, the exact same statement was requested again and is now being reviewed again.

Die Beschwerde läuft seit Ende März. Im Live Chat war ich seitdem sehr oft und habe mein Anliegen geschildert, aber keine einzige konkrete Antwort bekommen.

Ein Kontoauszug wurde angefordert und nachdem er einen Monat lang „überprüft" wurde, wurde exakt der gleiche Kontoauszug erneut angefordert und dieser wird jetzt erneut überprüft.

Hello janblume,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Dear janblume,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.