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

Hello I have been trying to close my account with this casino since May 1st and they have failed to respond to any of my emails. When I got to live chat they tell me I need to email which have to both emails provided. Support@playzilla.com and vip@playzilla.com

When I have went to the chat they said I needed to send an email from an alternative email which I did nothing has been done for two months now.

I want this account permanently closed thanks

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Dear Picosblue0403,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Please note that we are only able to assist with complaints related to account closure requests made due to gambling addiction or gambling-related harm.

If your reason for wanting to stop playing at this casino is simply a loss of interest or dissatisfaction with the website, this would not fall within the scope of our complaint resolution process. In such cases, you may simply stop visiting the casino website, and your account may eventually be closed due to inactivity, in accordance with the casino's policies.

Thank you in advance for your cooperation.

Best regards,

Veronika

They do not have a responsible gambling section where you can set limits yourself .

I have reviewed the Responsible gaming section of Playzilla Casino, and this is what I found regarding self-exclusion:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@playzilla.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Playzilla Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Playzilla Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

Dear Picosblue0403,

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,
Veronika
Casino.Guru