The player from Germany requested assistance after being blocked from all casino websites. He emailed Playzilla's support to formally request account closure but did not receive any response since May 2024. He expressed concern over his gambling losses of 7328 euros and sought support to address his situation. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, which led to the complaint being closed. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Playzilla Casino - Player’s account has not been closed.
Closed
Our verdict
Player stopped responding
Amount: €7,328
Playzilla Casino
Safety Index 8.9 HighCase summary
Discussion
Public
Public
1 year ago
Translation
Hello, I have been blocked from all websites.
I also wrote an email to Playzilla's support email address. I included my name, email address, and player name, asking them to completely block my account.
Unfortunately, there was no answer (May 2024)
In the time (I know my mistake) I gambled away 7328 euros after the email.
Shouldn't they respond to my request, which I wrote to support via email, and finally close the account?
I can't get out of this hellish spiral without being banned, and is there any chance I can get some of it back?
I still have the email and + receipts for the real-time transfer
Kind regards
Automatic translation:
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1 year ago
Dear dator190479,
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? 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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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1 year ago
Dear dator190479,
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.
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1 year ago
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,
Katarina
Casino.Guru
