The player from Germany attempted to close his casino account, but the casino refused his request. The issue was resolved when the player marked the complaint as resolved after communicating with the Complaints Team. The team provided clarification on the differences between account closure and self-exclusion, and the player confirmed that his issue had been addressed satisfactorily. The complaint was subsequently marked as 'Resolved' in the system.
Playzilla Casino - Player's account closure request is denied.
Resolved
Our verdict
Case closed
Amount: €1
Playzilla Casino
Safety Index:Very highCase summary
Discussion
Public
Public
4 months ago
Translation
Hello
I try to close the account but you don't want
Automatic translation:
Public
Public
4 months ago
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Dear Bssam,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Are you experiencing stress related to gambling, or finding that thoughts of gambling are becoming frequent? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.
Thank you very much in advance.
Best regards,
Katarina
Public
Public
4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Bssam,
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,
Katarina
