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.

Hi Bssam,

Thank you for forwarding the screenshots and additional communication with the casino.

After reviewing the materials, I can confirm that they show you repeatedly requested a permanent account closure and that you rejected the casino’s proposal to merely "pause" the account. I can also see that the casino continued communicating promotional and VIP-related offers afterwards.

However, at this stage, I still cannot clearly identify any explicit mention of:

• gambling addiction,
• gambling-related problems,
• loss of control,
• responsible gambling concerns,
• or a direct request for a responsible gambling self-exclusion.

As previously explained, this distinction is very important, because a standard permanent account closure and a responsible gambling self-exclusion are treated differently from the player protection perspective.

Therefore, could you please let me know whether:

• you mentioned gambling problems in any other communication with the casino,
• or whether there are any additional emails, chats, or messages where you explicitly referred to addiction, compulsive gambling, or requested a self-exclusion for responsible gambling reasons?

If such communication exists, please forward it to us, as it may be very important for the assessment of your case.

Thank you very much.

Dear Bssam,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru