The player from Germany requested a refund of €2,150 in deposits made after he was supposed to have a self-exclusion and permanent account closure due to a gambling problem. Despite the self-exclusion request on March 6, 2025, the casino allowed him to keep the account active for nearly a week before closing it on March 12, during which deposits were made. The player also accepted a compensation offer from the casino but experienced delays in communication. The complaint was marked as resolved after the player confirmed the issue had been addressed, and the resolution process was closed by the Complaints Team.
Playzilla Casino - Player's account is closed after violations.
Resolved
Our verdict
Case closed
Amount: €850
Playzilla Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
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2 months ago
Dear Moe143,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
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.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
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2 months ago
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As you can see in this screenshot, I already requested the closure on March 6, 2025, providing my data: email address, username, full name.
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2 months ago
TranslationI only received confirmation that my player account had been closed on March 12, 2025, almost a week after submitting the request. It would actually be necessary to check whether any deposits were made during those six days and refund them, because for me, IMMEDIATE exclusion means not waiting until after six days.
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2 months ago
TranslationToday, the Complaints Team sent me another email stating that my account has been closed, which proves once again that it has been fully active since its supposed closure in March 2025. They intend to discuss the case with the relevant department and provide further information.
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2 months ago
TranslationOn Friday, March 6th, Playzilla offered me a compensation payment, which I accepted and submitted the required data; since then, there has been radio silence.
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2 months ago
Dear Moe143,
Thank you for your response and for the information you have provided.
Could you please share when you first mentioned any gambling-related issues or requested self-exclusion from the casino? If possible, I would appreciate it if you could forward that message separately to my email at attila.g@casino.guru.
Additionally, you mentioned that the casino has offered you compensation for your net losses. Have you accepted their offer?
Thank you for your cooperation.
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2 months ago
TranslationAs can be seen from the information provided, I first applied for exclusion on March 6, 2025.
I accepted the offer of a payout of the net losses.
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2 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 Moe143,
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,
Attila
