Playzilla Casino - Player's account closure request is denied.

Hallo

Ich versuche das konto schließen aber Sie möchten nicht

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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

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

We’ve reopened this complaint as per the player’s request.

Additional info from the player:

Sehr geehrte Damen und Herren,

hiermit reiche ich eine formelle Beschwerde gegen das Casino Playzilla ein.

Ich habe mein Spielerkonto bei Playzilla am 20.10.2025 dauerhaft schließen lassen (Selbstsperre). Trotz meiner wiederholten Aufforderung, keine Werbeangebote oder sonstige Kommunikation mehr zu erhalten, wurde mein Konto ohne meine Zustimmung wieder aktiviert.

Zusätzlich wurde mir ein Bonus gewährt, der mich dazu verleitet hat, erneut Einzahlungen vorzunehmen, was zu weiteren finanziellen Verlusten führte.

Meiner Ansicht nach stellt dieses Vorgehen einen schwerwiegenden Verstoß gegen den Spielerschutz sowie gegen meine Selbstsperre dar. Playzilla hat meine Entscheidung nicht respektiert und keine Maßnahmen ergriffen, um mich vor weiterem Schaden zu schützen.

Daher fordere ich:

Die vollständige Rückerstattung aller Einzahlungen, die nach der unrechtmäßigen Reaktivierung meines Kontos erfolgt sind.

Die sofortige und endgültige Schließung meines Kontos ohne Möglichkeit einer erneuten Aktivierung.

Die umgehende Einstellung jeglicher Werbe- und Marketingkommunikation (E-Mail, SMS usw.).

Screenshots als Nachweise habe ich beigefügt.

Sollte keine zufriedenstellende Lösung gefunden werden, behalte ich mir vor, den Fall an die zuständigen Aufsichtsbehörden weiterzuleiten.

Mit freundlichen Grüßen

Dear Bssam,

I will be taking over your reopened complaint, as Katarina is no longer working in our Complaint Resolution Center.

Thank you for providing the additional information. However, in order for us to assess the case properly, we will need supporting evidence showing that the account closure request was specifically related to a gambling problem/self-exclusion, rather than a standard account closure request.

As previously explained by Katarina, there is an important difference between a regular account closure and a self-exclusion due to gambling-related concerns. A standard account closure can usually be reversed and does not create the same obligations for the casino as a responsible gambling self-exclusion does.

Could you therefore please forward any communication, screenshots, emails, or chat transcripts where:

• you mentioned gambling addiction, gambling problems, loss of control, or responsible gambling concerns,
• you explicitly requested a self-exclusion,
• or the casino acknowledged your request as a self-exclusion rather than a regular account closure?

Once we receive and review this information, we will be able to assess the situation further.

Thank you very much in advance for your cooperation.