Playzilla Casino - Player’s withdrawal attempts are blocked.

Any attempt to withdraw doesn't happen. Max amount per day is tiny, even if I got anything back, which I obviously didn't. Nearly 2500€ I thought I would get, nothing. Can't set limits myself at all. Live chat is unable to close my account, and sending email does nothing, after contacting live chat again they might reply but they just ask me to double confirm I want to self exclude, I reply to confirm but they don't react to the second message at all.

This site is absolute garbage. You won't get winnings, or service. Responsible gambling is a term this site has never heard of. Keep getting marketing emails.

Dear disappointed,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation:

• When exactly did you submit your withdrawal request? Has your withdrawal request been approved by the casino, or was it canceled?
• Have you completed the full KYC verification process?
• Did you accumulate your winnings with or without a bonus?
• Additionally, could you kindly forward me the account closure requests you sent to the casino, along with their responses? You can send them to [email protected].

I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I made several requests earlier. I have nothing pending right now because I have a problem, wanted to get winnings and stop but it took days to hear back anything. I looked around how to verify, registered with bank, sent email after as somehow they picked up my old address , old account somewhere I guess. but i requested address change, did not get any reply.

At the time, I had not taken or used bonus money at all.

I've tried to close, and confirm the closure with email twice, they reply only by offering bonus, free spins or such. If I confirm self exclusion, that gets no reply, and no action is taken.

forwarded emails.

Thank you for your emails.

Unfortunately, when assisting players with refund requests for lost deposits, we require solid proof that the casino was informed about their gambling addiction and failed to take appropriate action by not closing the account. Based on the requests you forwarded, gambling addiction was not mentioned.

When applying for self-exclusion, it is crucial to clearly state the reason for your request and specify the duration of the exclusion. Additionally, the email subject line should be clearly marked, as casinos receive numerous requests daily. A well-labeled request increases the chances of it being processed promptly. I also strongly recommend that you always save a copy of your self-exclusion request as proof of your action.

Here is a template you can use:

Email subject: Self-exclusion due to Gambling Addiction

Player Information:

First name: [Your First Name]

Last name: [Your Last Name]

Date of Birth: [DD/MM/YYYY]

Casino login: [Your Username]

Email address: [Your Email]

Email Body:

"Dear [Casino Support],

I am writing to formally request immediate self-exclusion from this casino and to be removed from any gambling-related marketing communications for a minimum period of [X months/years/lifetime].

The reason for my request is gambling addiction.

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

Thank you for processing my request as soon as possible."

Best regards,

[Your Name]

Please fill out this template and send it to the casino, adding my email ([email protected]) as CC.

Additionally, could you clarify whether the casino has accused you of having multiple accounts? Have you created any other accounts at this casino before?

No multiple accounts, no accusations of having them.

Thank you for the email. Has the casino responded to your self-exclusion request yet?

Dear disappointed,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.