Playzilla Casino – generel debat (side 13)

Are they going to refund all my deposits considering they have permanently closed my account for no reason

Hello, I spotted your post among the competition likes in the competition thread. As best as I can guess, you are referring to problems at Playzilla Casino. Could you perhaps add a bit of context for us?

Kære Casino Guru-team

Kan du venligst bekræfte, under hvilken licens Playzilla opererer, og hvilken tilsyns- eller klageinstans der er relevant i denne sag?

Da der endnu ikke er givet nogen konkret afklaring, vil jeg gerne sikre mig, at jeg kan følge den korrekte officielle klageprocedure.

Mange tak for din støtte.

Hey, this is the license they have.

Do you think you will need to contact them about your case?

Tak for informationen.

Jeg er allerede i direkte kontakt med support, men jeg modtager modstridende oplysninger:

• Udbetaling blev eksplicit bekræftet som mulig i livechatten.
• Min konto er fuldt verificeret.
• Samtidig er min konto blokeret for udbetalinger ("Brugeren er blevet blokeret").

Selvom der er fastsat en deadline, har supportteamet endnu ikke givet nogen afklaring.

Fra mit synspunkt er denne tilgang uforståelig og rejser betydelige spørgsmål vedrørende retfærdighed og gennemsigtighed.

Derfor er mit spørgsmål:

Har du nogen erfaring med, om den førnævnte licensmyndighed rent faktisk reagerer og yder støtte i sådanne tilfælde?

Eller er der alternative måder at gå effektivt frem i sådanne tilfælde?

Jeg ville være meget taknemmelig, hvis Casino Guru-teamet kunne yde støtte til at fremme denne sag yderligere.

Tak for din vurdering.

We’ll definitely try to help you based on the complaint you’ve filed.

However, you wrote to me that your account is fully verified. But from what I’ve read in the complaint, verification is precisely why you still can’t withdraw your money, and the casino is currently addressing it. So it seems you aren’t verified after all.

So we’ll see how things go from here, and I would definitely wait to see how the complaint turns out.

If it doesn’t turn out the way you expect, then I would maybe try to go to the licensing authority, depending on the outcome. 

Hej,

Tak for din feedback.

Jeg vil gerne påpege, at Playzillas udtalelser indtil videre ikke er tilfredsstillende for mig, da flere af de punkter, jeg rejste, slet ikke er blevet behandlet.

Derudover er der stadig en klar modsigelse:

Casinoet bekræftede eksplicit over for mig, at en udbetaling er mulig, og at der ikke kræves yderligere dokumenter i øjeblikket. Samtidig hævder de nu, at min konto ikke er fuldt verificeret.

Jeg beder dig derfor om at præcisere dette igen specifikt med casinoet:

Det tilsvarende bevis 🙂

Tak for din støtte.

Jeg vil også gerne bede dig om at være særlig opmærksom på mit sidste indlæg i klagetråden, da det fuldt ud og udtømmende beskriver sagens nuværende status.

The resolver will handle that. I’ve read a good portion of that complaint, but I can’t keep reading everything all the time. We’re on a forum here, which is why I’m asking questions, perhaps so other players can get a better understanding.

However, your complaint will be addressed, and our team will, of course, keep a close eye on everything to make sure nothing slips through the cracks. 

I’d like to add, though, that even though you might be verified, the casino can still request additional documents and verification. It’s just pretty impractical if support first tells you that you can withdraw money and then suddenly asks you for something else, even though they already said you’re verified. 

Tak for din feedback.

Jeg har indsendt alle nødvendige dokumenter, og min verifikation er allerede blevet bekræftet (se vedhæftet fil). Bemærk venligst datoen.

Ikke desto mindre bliver der stadig anmodet om nye dokumenter, og betalingerne er forsinkede.

Then I don't think the information from the live chat agent is accurate if the casino is still asking you for some kind of document. The way I see it, the verification process isn't complete.

What other documents do you need to send to the casino now? 

På min bekræftelsesside vises alle indsendte dokumenter som "godkendte" (bevis for identitet, bevis for adresse og kreditkortfotos).

Meddelelsen om, at min konto kræver verifikation, vises dog stadig øverst.

Der er heller ikke noget felt eller mulighed for at uploade yderligere dokumenter, hvis der mangler noget.

Har du en forklaring på det?

Derudover har jeg allerede forklaret emnet Paysafecard flere gange.

Casinoet ser dog stadig ikke ud til at tage dette i betragtning eller forstå det korrekt.

Jeg anmoder om, at dette afklares én gang for alle, da jeg ikke kan give yderligere oplysninger om denne sag.

Hvad jeg heller ikke kan forstå, er hvorfor de andre klagepunkter vedrørende Playzilla slet ikke bliver behandlet, og hvorfor Casino Guru tilsyneladende accepterer dette. Jeg har beskrevet flere specifikke problemer, som indtil videre forbliver ubesvarede.

Hello and thanks for the screenshot. I imagine how frustrating the situation must be for you; at first glance, one may think the information provided is contradictory. One possible explanation is that the account page informs you that the account is not fully verified yet; it needs further verification, but the basic set of documents, the starting ones, were approved.

However, a casino may require additional documents and cooperation beyond this overview, if such an event occurs. It, of course, does not erase your experience; it just means that the process is incomplete. Looking at it this way, I understand why it may feel contradictory, though.

In light of this, I would not say that the whole company, Casino Guru, accepts something. It will all be investigated and explained in the complaint, at least when it comes to the mediator's standpoint.

Kindly be patient. I know it's not easy, but it's necessary. the timer says the mediator still has more than a few days to get back to your posts.

Tak for din feedback.

Bekræftelsesprocessen har kørt siden 12. april 2026 , og indtil videre har jeg kun modtaget de samme standardsvar gentagne gange fra Casino Playzilla, uden nogen konkret afklaring.

Jeg håber derfor, at mægleren kan bidrage til en klar løsning her.

That's why it's still important to wait. You can see that your complaint is currently being addressed. Our team will handle everything that needs to be done. 🙂

Kan du forklare mig, hvorfor der er blevet sat en ny nedtælling igen, selvom det blev angivet, at mægleren fra Casino Guru ville komme med en udtalelse?

Jeg forventede at modtage aktiv støtte her. I stedet fortsætter hele processen med at blive forsinket uden nogen åbenlys løsning.

Hello, I imagine it looks like nothing has been happening, but if you take a closer look at the complaints timer, you'll find out that this is the part where the casino has to prove and explain their perspective. That's something neither you nor the mediator can do, so it is a new period reserved for the casino.

Do not worry, all has been proceeding the way it should.