The player from Germany had requested to close his account on May 6, 2025, due to gambling addiction and received a prompt response agreeing to the exclusion. Despite complying, his account was only closed on May 20, 2025, after he sent additional emails, and he had deposited an extra €275 during that period. The issue was resolved when he confirmed that the matter had been addressed with the casino, leading to the complaint being marked as 'resolved' by the Complaints Team.
Playzilla Casino - Player’s account closure delayed.
Resolved
Our verdict
Case closed
Amount: €275
Playzilla Casino
Safety Index 8.9 HighCase summary
Discussion
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Public
1 year ago
Translation
On May 6, 2025, I submitted a request to close my gaming account due to gambling addiction.
That same day, I received a response asking me to agree to the exclusion. I did so immediately.
However, my account was only closed on May 20, 2025, after I sent further emails stating that the casino had not complied with my exclusion and that I was requesting a refund.
I have deposited another €275 by May 20, 2025.
Automatic translation:
Public
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1 year ago
Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playzilla Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you received any response to your refund request from the casino?
- Do I understand correctly that the last time the casino allowed you to deposit was on May 15th?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
TranslationOn May 15, I deposited €275. I also received a response regarding my refund request: Alex (Playzilla)
May 20, 2025, 19:37 EEST
Dear Mr. Schulz,
Thank you for your reply.
Your account has now been closed at your request. Your refund request has been forwarded to the appropriate department for review, and you will be notified via email as soon as there is an update. Thank you for your understanding.
If you have any further questions, please do not hesitate to email us at or contact us via live chat.
Best regards,
Your customer service team
Playzilla
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1 year ago
Thanks for the explanation and the evidence provided.
Did the casino decide to issue a refund in your case? Have you received any conclusions about the casino's decision since your last reply?
Please let me know.
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1 year ago
TranslationYou can close the case. The matter has been resolved with the casino.
Automatic translation:
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1 year ago
Dear sChuLziii,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this 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,
Tomas
Casino.Guru
