Playzilla Casino - Игрок заявляет о задержке выплат.

My withdrawal of EUR 300.00 at Playzilla has been stuck at "Under review" since 24 August 2026 and the casino will not tell me why or when it will be paid. Details: amount EUR 300.00, method Revolut, requested 24/08/2026 at 10:54:13, transaction ID da64433c-6127-4d31-bbef-3474044c0e4b, status "Under review - we are checking your account details". I played with my own money only, no bonus and no free spins were involved. I have contacted Playzilla support five times about this transaction, most recently in live chat on 02/09/2026 with the agent "Yana". Every time I received only apologies and a request to be patient. I have never been told the reason for the review, no document has ever been requested from me, and no payment date has ever been given. My account shows no pending verification step. In the chat on 02/09/2026 I asked four direct questions: the reason for the review, whether any document is missing from my side, a firm payment date, and an escalation reference number. The agent said she was checking with her team, then advised me to send a written complaint and left the chat without answering any of the four questions. On 02/09/2026 I also sent a formal written complaint to [email protected], in line with section 13 of their Terms and Conditions, which state that they will inform me of the outcome within 10 days. I would like help getting the payment released, or at least a concrete and verifiable reason for the delay together with a payment date.

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Dear alfatetrax,

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

Dear alfatetrax,

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.

After 11 days they finally approved it but within this 11days they did not answer any of my questions the only answer was please wait!!!

Dear alfatetrax,

Thank you for the update. We're glad to hear that you have received your withdrawal. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.

We're sorry to hear that you were not satisfied with Playzilla's customer support. Thank you for sharing your opinion.

If you ever encounter any issues with withdrawals or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jean

Casino.Guru