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Unjustified delay of 500 € SEPA withdrawal (Transaction ID: df5e1e90-4ed3-410b-940e-ab760d6d8ae7) – Playzilla

am filing this complaint against Playzilla regarding an outstanding bank transfer withdrawal of €500.00, requested on August 25, 2026, at 05:11:13 (Transaction ID: df5e1e90-4ed3-410b-940e-ab760d6d8ae7).

The request has been stuck in status "Step 2 - In Bearbeitung" (In Progress) for over 6 full days without any logical reason.

Key details of my case:

1. Fully Verified Account & Past Payouts: My account is fully verified, and I have previously received successful withdrawals on this platform without any issues.

2. Support Confirmation: During a live chat session on August 30, 2026, support agent "Lea" explicitly confirmed in writing that my account is completely fine, no documents are missing, and the delay is solely due to internal processing times in the finance department.

3. Broken Commitments: Live chat agents repeatedly promised that the funds would be processed and released today, but the status remains unchanged.

4. Non-Responsive Email Support: Multiple inquiries sent to [email protected] and [email protected] have been ignored.

Since there are no compliance, KYC, or verification issues on my end, holding my funds for over 6 days exceeds reasonable processing times for a standard bank transfer.

Requested Outcome:

Immediate manual approval and release of my €500.00 withdrawal (Transaction ID: df5e1e90-4ed3-410b-940e-ab760d6d8ae7) to my bank account.

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Dear PhilBower,

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

Alright, here is an update on my case. Playzilla actually deactivated my account last night, even though—as mentioned—a €500 withdrawal has been pending for exactly a week now. They just deactivated the account. When I join the live chat (you can access it without logging in), they close the chat immediately, and I haven't received any reply to my emails for over 24 hours now. At this point, I really don't know what else to do.

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

Dear PhilBower,

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,

Jean