Playzilla Casino - Виведення гравця затримується через незавершену перевірку.

Hello,

Perhaps you can help regarding Playzilla. Based on the experience report here on Casino Guru, I signed up with Playzilla. Using a bonus, I managed to win 700 EUR. During the account verification process, my ID and address verification were already accepted. However, my deposit proof has been rejected multiple times, even though I have provided the necessary documents several times. Despite multiple inquiries with customer support, I haven’t received any real assistance for weeks.

Could you please assist with this issue?

Thank you in advance!

Guten Tag,

vielleicht können Sie bezgl. Playzilla weiterhelfen. Auf Basis der Erfahrungsbeichte hier bei Casino Guru habe ich bei Playzilla angemeldet. Mittels Bonus habe ich sodann 700 EUR erspielt. Bei der Kontoverifizierung wurde der Ausweis sowie die Adressverifizierung bereits akzeptiert. Der Nachweis der Einzahlungen wurde nun mehrfach abgeleht, obwohl die erforderliche Dokumente mehrfach vorlegt worden sind. Trotz mehrmaliger Nachfrage im Support wird mir seit Wochen nicht wirklich weitergeholfen.

Können Sie hier bitte weiterhelfen?

Vielen Dank im Voraus!

Dear fata333, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify which documents you submitted as your proof of deposit?

Have you made sure that the documents contain all your personal information as well as the information about the transactions sent to the casino?

Have you provided all the required documents on time and in the correct format?

When was the last time you sent a proof of deposit to the casino for 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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

Thank you for your quick response. Here is the situation:

1. I made 2 deposits via Apple Pay / credit card and via crypto.
2. The credit card statement and the transaction statement from the crypto wallet were uploaded as proof of payment.
3. In both cases my personal information is included.
4. Proof of payment is uploaded in the permitted formats.
5. The payment proofs were uploaded again today.

Is further information required?

Thank you in advance and your help!

Best regards, Fatih

Hallo Veronika,

vielen Dank für die schnelle Rückmeldung. Hier folgender Sachverhalt:

1. Ich habe 2 Einzahlungen über Apple Pay / Kreditkarte sowie über Krypto vorgenommen.
2. Als Zahlungsnachweise wurde die Kreditkartenabrechnung sowie der Auszug zur Transaktion aus dem Krypto Wallet hochgeladen.
3. In beiden Fällen sind meine persönlichen Angaben enthalten.
4. Die Zahlungsnachweise sind in den zulässigen Formaten hochgeladen.
5. Die Zahlungsnachweise wurden heute erneut hochgeladen.

Sind noch weitere Angaben erforderlich?

Vielen Dank im Voraus und Eure Hilfe!

Viele Grüße, Fatih