Playzilla Casino - 플레이어의 탈퇴가 지연되었습니다.

Good morning, I requested 1000 euros for payment on 3/7/22 and 400 euros on 3/11/22.

When asked about customer service, they always put off that the finance department will be in touch shortly, which never happens.

Today the requested payout of 1000 euros was added back to my player account without me having canceled anything.

Guten Morgen, ich habe einmal 1000 Euro am 07.03.22 zur Auszahlung angefordert und einmal 400 Euro am 11.03.22.

Auf Nachfrage beim Kundendienst wird immer vertröstet, dass die Finanzabteilung sich in Kürze melden wird, was jedoch nie passiert.

Heute war dann die angeforderte Auszahlung von 1000 Euro wieder meinem Spielerkonto zugefügt ohne,dass ich etwas abgebrochen hätte.

Dear Sonja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Good morning, now my payout has been canceled for the second time with the flimsy justification that it was rejected by the payment provider. However, a payout via another payment method does not work at all from the outset.

Guten Morgen, nun wurde meine Auszahlung bereits zum zweiten Mal storniert mit der fadenscheinigen Begründung,dass es vom Zahlungsanbieter abgelehnt wurde. Jedoch funktioniert eine Auszahlung über eine andere Zahlungsweise von vorneherein garnicht.

However, they always offer to try the latest games instead.

Es wird jedoch immer angeboten, dass man stattdessen doch die neuesten Spiele ausprobieren soll.

Thank you for your reply, Sonja. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC?

Also, would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I submitted the documents from my side. The casino has not asked me to do this at all. I haven't had a successful payout yet. If you choose the Bank Transfer payout here, it will be automatically converted to a Myfinity payment from the casino side.

Ich habe die Dokumente von meiner Seite aus eingereicht. Aufgefordert wurde ich dazu von dem Casino noch überhaupt nicht. Eine erfolgreiche Auszahlung hatte ich auch noch nicht. Wenn man hier die Auszahlung Bank Transfer wählt, wird es automatisch von Casino-Seite aus in eine Myfinity-Zahlung umgewandelt.

Thank you very much Sonja for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello Sonja,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Playzilla Casino to join the conversation and to aid in the resolution of this complaint.

Playzilla Casino, could you provide some insight into the problems the player is experiencing?

After almost three weeks, my money was finally paid out. However, I had to create a Myfinity account for this, which now takes more time for verification and the payment to the bank account is delayed again.

Nach nun fast drei Wochen wurde mein Geld endlich ausbezahlt. Musste dafür jedoch extra einen Myfinity-Account anlegen, der nun für eine Verifizierung nochmals Zeit in Anspruch nimmt und sich die Auszahlung aufs Bankkonto nochmals verzögert.

Hello Sonja,

Thank you for the update. Do I understand correctly, you are now waiting to receive the payment?

No. The payment came via myfiniti. However, you have to register and verify here first, in order to then transfer the money that was paid out by the casino to the account to the bank account, since the casino has always canceled a payment via the bank transfer offered.

Nein. Die Auszahlung kam über myfiniti. Jedoch muss man sich auch hier erst registrieren,verifizieren, um dann das Geld, welches vom Casino auf den Account ausbezahlt wurde, auch auf das Bankkonto zu überweisen, da das Casino eine Auszahlung über den angebotenen Banktransfer immer storniert hat.

Hello Sonja,

As you have now received your payment, I will close the complaint as 'resolved'.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam