Playzilla Casino - Výplata hráčovy výhry se zpozdila.

Hello dear team,

I got lucky at Playzilla Casino and won a large amount. Then on 16.09. as well as on 17.09. Payouts of EUR 700 and EUR 300 were made and I also received the standard emails on the respective days.

Strangely enough, these standard mails came again for both payouts on 09/19/2022. This and the fact that nothing has happened to date (in the past, payments were reliably on the account after three days) now prompt me to seek help from you.

As I said, I got lucky (first time at a casino) and now I'm scared that the casino won't want to pay out my money. The limits of 1000EUR/transaction, 5000EUR/week and 20000EUR/month make the whole thing complicated enough - if every 1000EUR withdrawal is dragging on like this, it will be a long and hard process.

Additional information about the limits. In addition to my payouts made on September 16, 2022 and September 17, 2022, I have now tried to make a third payment of EUR 1000 (according to the terms and conditions, this should be possible without any problems). However, I get an error message (attached as an attachment).

Thank you for your effort!

Hallo liebes Team,

ich habe im Playzilla-Casino Glück gehabt und einen hohen Betrag gewonnen. Daraufhin habe ich am 16.09. sowie am 17.09. Auszahlungen i.H.v. 700EUR und 300EUR vorgenommen und habe an den jeweiligen Tagen auch die Standard-Mails dazu bekommen.

Komischerweise kamen diese Standard-Mails für beide Auszahlungen erneut am 19.09.2022. Dies und die Tatsache, dass bis heute nichts passiert ist (in der Vergangenheit waren Auszahlungen verlässlich nach drei Tagen auf dem Konto) veranlassen mich nun, Hilfe bei euch zu suchen.

Wie gesagt, ich hatte Glück (das erste Mal in einem Casino) und nun Angst, dass das Casino mein Geld nicht auszahlen möchte. Die Limits von 1000EUR/Transaktion, 5000EUR/Woche und 20000EUR/Monat machen das Ganze schon kompliziert genug - wenn sich nun jede 1000EUR-Auszahlung so hinzieht, wird das ein langer und harter Prozess.

Zu den Limits noch eine zusätzliche Info. Neben meinen am 16.09.2022 und 17.09.2022 getätigten Auszahlungen habe ich nun versucht, eine dritte über 1000EUR zu tätigen (nach den AGB's sollte dies problemlos möglich sein). Allerdings bekomme hierbei ich eine Fehlermeldung angezeigt (als Anhang beigefügt).

Danke für eure Mühe!

Dear drx3np9,

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

Dear drx3np9,

Have you received your withdrawal from the casino yet?

Dear drx3np9,

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, we’re forced to close 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.