Playzilla Casino - Hráčův vklad nebyl nikdy připsán na jeho kasino účet.

Hi there,

I try to pay out my winnings at Playzilla. Unfortunately, this can only be done using the method that was selected when making the deposit. So I contacted the customer center and they told me to transfer a small amount via bank transfer in order to be able to transfer the money to my account. This money went out of my account but did not reach the casino. Therefore, I cannot choose this payment method.

customer service is investigating this incident, but I'm afraid I've been robbed of my profits.

Hallo,

ich versuche bei Playzilla meinen Gewinn auszuzahlen. Leider geht dies nur über die Methode, die bei der Einzahlung gewählt wurde. Daher habe ich Kontakt zum Kundencenter aufgenommen und diese sagten mir ich solle einen kleinen Betrag über Banktransfer überweisen, um das Geld auf mein Konto überweisen zu können. Dieses Geld ging von meinem Konto ab, erreichte das Casino aber nicht. Daher kann ich diese Auzahlungungsmethode auch nicht wählen.

der Kundenservice prüft diesen Vorfall, aber ich befürchte, dass ich um meinen Gewinn gebracht wurde.

Dear Ronny,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.

Do I understand correctly that you've accumulated your winnings from a Free Bonus and deposited a minimal amount to verify your payment method? How much was the deposit? Please forward your payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear Ronny,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.