The player from Germany reported that Playzilla Casino reopened his account on February 5, 2025, without his request or consent following a closure due to pathological gambling addiction. He demanded reimbursement for losses incurred since the account's reopening, citing a violation of the casino's duty of care. The issue was resolved, and the complaint was marked as 'Resolved' in the system after the player confirmed satisfaction with the outcome.
Playzilla Casino - Player’s account has been reopened without consent.
Resolved
Our verdict
Case closed
Amount: €1,200
Playzilla Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
On February 5, 2025, the Playzilla Casino reopened the account that had been closed due to my pathological gambling addiction without my request or consent. I hereby demand reimbursement of the losses incurred since then, as Playzilla has clearly violated its duty of care and responsibility.
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ExciteWin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]. Please forward the emails; screenshots are not required.
- Could you please advise when was the last time the casino allowed you to deposit?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
6 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 sagnol80,
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
