The player from Germany has faced significant losses at Playzilla and requested a permanent account closure multiple times to protect himself, but the casino did not comply and continued to accept deposits. He has lost €20,000 recently and seeks assistance.
Playzilla Casino - Player's account remains open despite closure request.
Opened
Current status
Waiting for player to reply
6d 23h 14m 22s
Playzilla Casino
Safety Index 8.9 HighCase summary
Discussion
Public
Public
11 hours ago
Translation
Hello everyone, dear Casino Guru team. I registered with Playzilla a few months ago to test the casino. I quickly realized that I was losing a lot of money far too fast and couldn't manage it. Due to my spending, I quickly climbed to the VIP level, so I had to send my requests to the responsible VIP manager. I repeatedly asked, almost begged, him to permanently close my account to protect me, and I confirmed this several times via email, as they requested.
Unfortunately, they kept making me deposit more money and didn't comply with my request. In the last few weeks, I've lost another €20,000 there.
Can you please help me?
Automatic translation:
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Public
45 minutes ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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45 minutes ago
Hello,
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).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
