Playzilla Casino - Выигрыш игрока был конфискован.

I won €1,200 on the site and requested a withdrawal of €1,000. I have provided all the documents needed for verification and they match my account. I then got an email that my account was blocked and the originally deposited amount (€40) will be refunded. But I would have liked to have paid out the €1000 profit. I have not violated any of the points specified in the terms and conditions and when I asked, I was not told which point I should have violated.

Ich habe auf der Seite 1.200€ gewonnen und davon 1.000€ zur Auszahlung beantragt. Ich habe alle zur Verifizierung benötigten Dokumente bereitgestellt und diese sind passend zu meinem Account. Ich habe dann eine E-Mail bekommen, dass mein Konto gesperrt wurde und der ursprünglich eingezahlte Betrag (40€) wird zurücküberwiesen. Ich hätte aber gerne die 1000 € Gewinn ausgezahlt. Ich habe gegen keine der angegebenen Punkte in den AGBs verstoßen und auf Nachfrage wird mir auch nicht gesagt, gegen welchen Punkt ich verstoßen haben soll.

Dear Hilk98,

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

Please allow me to ask you a few questions so I can better understand the situation.

I am afraid the screenshot you submitted wasn't legible. Could you please advise what was the reasoning the casino gave in order to confiscate your winnings? How long were you a player in the casino? Which games have you played in the casino? (slots, live games, multiplayer)

If you may, please forward the email from the casino to my email at tomas@casino.guru, alternatively post it here.

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,

Tomas

Hello Thomas, thank you for your quick reply!

I didn't get a reason for closing my account, only the terms and conditions were forwarded to me. I only played in the casino on two days and during this time I converted the bonus and won the €1,200. I have forwarded the email to the address provided.

greeting

Sven

Hallo Thomas,vielen Dank für deine schnelle Antwort!

Ich habe keine Begründung für die Schließung meines Kontos bekommen, lediglich wurden mir die AGBs weitergeleitet. Gespielt habe ich in dem Casino nur an zwei Tagen und in dieser Zeit den Bonus umgesetzt und die 1.200€ gewonnen. Ich habe die E-Mail an die angegebene Adresse weitergeleitet.

Gruß

Sven

I mainly played slot machines.

Ich habe hauptsächlich Slot Maschinen gespielt.

Thank you very much, Hilk98, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Hilk98,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Playzilla Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Playzilla Casino,

Could you please state why the player's winnings were withheld and his account closed?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear all,

Thank you for reaching out.

We would like to inform you that after a thorough review of the account, we have come to a decision to re-open it and confirm it as verified. The customer may now request a withdrawal, and we will make sure to prioritise the payment once it is submitted. Please accept our sincere apology for the inconvenience.

Best regards,

Playzilla.com

Dear Stefan and dear Thomas,

Thank you so much for taking such good care of us. It's really a great service you offer here.

Have a nice day!

Lieber Stefan und lieber Thomas,

vielen lieben Dank dass ihr euch so gut gekümmert hat. Es ist wirklich ein toller Service, den ihr hier anbietet.

Einen schönen Tag euch!

Dear Hilk98,

Did you manage to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Unfortunately not yet, because I'm told that I still have to wager the money. I have emailed the casino again and am hoping to get an answer soon. You are also welcome to contact the casino again. I've attached the error message.

Thanks very much!

Leider noch nicht, da mir angezeigt wird, dass ich das Geld noch umsetzen muss. Ich habe mich erneut per Mail mit dem Casino in Verbindung gesetzt und hoffe, dass ich bald eine Antwort bekomme. Gerne könnt ihr euch auch nochmal an das Casino wenden. Ich habe die Fehlermeldung angehangen.

Vielen Dank!

Dear Playzilla Casino,

Would it be possible to remove the wagering requirement for the player to be able to withdraw his funds?

I am looking forward to your response.

Kindest regards,

Stefan

Dear all,

Thank you for your reply.

We would like to inform you that we are performing manual payouts for the customer, with one 500 EUR payment being completed already. Since the customer has been playing with the balance, we would like to ask him to provide us with the amount he wants to withdraw and we will execute the payment.

Best regards,

Playzilla.com

Hello dear Stefan,

I was able to clarify everything with Playzilla and was paid the full amount.

Thank you again for your help!

LG

Sven

Hallo lieber Stefan,

ich konnte alles mit Playzilla klären und habe den vollen Betrag ausgezahlt bekommen.

Vielen Dank nochmal für deine (eure) Hilfe!

LG

Sven

Dear Hilk98,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan