Hi I have won about 13,000 euros, I have sent the withdrawal for a sum of 2,500 euros, I have sent the documents but I cannot receive any response other than wait wait wait wait.

If for 2,500 euros it takes so long to withdraw the other 11,500 euros, it will take me a century.

Salve ho vinto circa 13000 euro, ho inviato il prelievo per una somma di 2500 euro, ho inviato i documenti ma non riesco a ricevere alcuna risposta oltre che attendere attendere attendere attendere.

Se per 2500 euro ci va cosi tanto tempo per prelevare gli altri 11.500 euro mi ci andrà un secolo.

Dear Yassine,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Best regards,

Petronela

I am not exact yet told anything if there is a problem or not.

It has now been more than two weeks or so.

Non mi esatto ancora detto niente se c’è un problema o meno.

Sono passate ormai più di due settimane circa.

Thank you very much, Yassine, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Yassine,

I am sorry to hear about your unpleasant situation. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear Playzilla Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps do a player need to take to successfully verify their account or to speed it up?

Thank you in advance for providing the information.

Thanks for your help, unfortunately as I have little patience I played all the money and obviously lost it.

I have only 2,500 euros left in my withdrawal.

Yesterday I was asked for the screenshot of my EZEEWALLET, because they were not sure of the veracity of the information.

Grazie per il vostro aiuto, sfortunatamente in quanto ho poca pazienza ho giocato tutti i soldi perdendoli ovviamente.

Mi sono rimasti in prelievo solo 2500 euro.

Ieri mi e stato richiesto la scermata del mio EZEEWALLET, perche non erano sicuri della veridicità delle informazioni.

Thank you for the update, Yassine, I will amend the disputed amount to €2,500.

I am sorry you were so impatient.

However, I would like to wait for the casino's response regarding the verification process and possible withdrawal of the remaining balance.

I thought it was all a scam, so I made sure to play everything there was like virtual money.

In any case, there are these 2500 euros waiting.

In any case, I believe that I will no longer use playzilla as a platform to play.

It just caused me problems.

Pensavo fosse tutta una truffa, per questo ho fatto si di giocare tutto quello che cera come se fossero soldi virtuali.

In ogni caso ci sono questi 2500 euro in attesa.

In ogni caso credo che non userò più playzilla come piattaforma per giocare.

Mi ha solo creato problemi.

Dear all,

Thank you for reaching out!

Be informed that the gaming account was verified on May 2, 2022, and the latest payout was processed from the side.

Please, let us know if you need any further assistance!

Sincerely,

Playzilla.com

Thank you and as was said the withdrawal was done correctly

Grazie e come è stato detto il prelievo è stato eseguito correttamente

Thank you, Yassine, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Playzilla Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com