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On September 30th, 2025 I initiated a withdrawal to my bank account, so I used bank transfer, the casino has been putting me off for several days and keeps telling me the same thing, the transfer would take 3-5 working days, which I understand, now the same thing happened, then today I wrote again the last time twice via the customer chat, first the woman said the payment had failed, according to the system there was an error, and the second employee said I had canceled my 500 euros myself, how is that supposed to work, 2 withdrawals were completed and I canceled 3 of them myself, 500 euros went straight to my Revolut and the others are now missing, in total I requested 5 withdrawals, I canceled 3 myself and the others were completed by the finance department, now where did the other 500 euros go?

I can't really recommend Playzilla.

Am 30.09.2025 habe ich eine Auszahlung eingeleitet auf meinen Bank Konto also habe ich die Zahlung Bank Transfer genommen das Casino hält mich seit mehren Tagen hin und erzählt mir immer das gleiche die Überweisung würde 3-5 Werktage dauern was ich verstehe nun war das gleiche dann habe ich heute nochmal als letztes die 2 male angeschrieben über den Kundenchat erst meint die Frau die Zahlung würde fehlgeschlagen laut System lag ein Fehler vor und der 2 mitarbeiter ich hätte meine 500 Euro selber storniert wie soll das gehen 2 Auszahlungen waren abgeschlossen und 3 davon habe ich selber storniert auf meinem revolut gingen direkt 500 Euro ein und die anderen Fehlen jetzt insgesamt hatte ich 5 Auszahlungen beantragt 3 habe ich selber storniert und die anderen wurden von der finanzabteilung abgeschlossen nun wo sind die anderen 500 euro hin ?

Playzilla kann ich nicht wirklich empfehlen.

Dear Sonja97,

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

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Dear Sonja97,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening the 500 euros were on the player account on Thursday and I immediately made another withdrawal now I am waiting for the processing Thank you LG

Guten Abend die 500 Euro sind am Donnerstag auf dem Spieler Konto gewesen habe direkt eine erneute Auszahlung gemacht jetzt warte ich auf die Bearbeitung Danke LG

Dear Sonja97, could you please clarify how much do you currently have in pending withdrawals?

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sonja97,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila