Playzilla Casino - Player's withdrawal of promotional spins has been delayed.

❗❗❗Formal Complaint Against PlayZilla Casino – Breach of Promotional Terms and Licence Obligations❗❗❗

I am writing to formally lodge a complaint against PlayZilla Casino, an operator licensed under Anjouan Gaming, regarding its failure to honour an advertised and activated promotional bonus in accordance with its own Terms and Conditions and its licensing obligations.

I registered with PlayZilla Casino and accepted their First Deposit Welcome Bonus, which explicitly offers 500 free spins credited as 10 spins per day over 50 days, as stated in clause 4.1 of their promotional Terms and Conditions. I made the qualifying deposit, activated the bonus correctly, and complied fully with all stated requirements.

The daily free spins were first credited to my account on 15 January 2026. PlayZilla then credited the 10 daily free spins consistently for 23 consecutive days, up to and including 6 February 2026. This consistent crediting confirms that the promotion was validly activated, approved, and acknowledged by the operator.

On 7 February 2026, the scheduled daily free spins were not credited for the first time, despite the promotion clearly providing for 10 spins per day for 50 days. When I contacted Live Chat support, I was advised that "administration" had refused to add the spins and was instructed to contact email support instead. No explanation was provided, and no breach of terms was alleged.

After reviewing PlayZilla’s Terms and Conditions, I can confirm the following:

There is no clause permitting discretionary or administrative cancellation of an active promotion once claimed.

There is no provision allowing partial cancellation of a bonus mid-promotion without a player breach.

I have never been notified of any violation, misconduct, or breach of terms on my account.

In my view, this conduct constitutes:

A breach of PlayZilla’s own promotional Terms and Conditions

Unfair and inconsistent application of an advertised promotion

Failure to act in good faith, having partially delivered the bonus

Non-compliance with Anjouan Gaming licence obligations, including requirements for fairness, transparency, and honouring promotions as advertised

An internal "administration decision" cannot override published Terms and Conditions that form the contractual basis of a promotion once it has been activated and partially fulfilled. Withholding the remaining daily spins without contractual justification undermines player trust and constitutes misleading bonus conduct.

Review PlayZilla Casino’s handling of this promotion

Require the operator to justify its actions with reference to specific breached clauses (if any)

Direct PlayZilla to honour the promotion in full, in accordance with its published Terms and Conditions

The response I get from email support just say the same thing if anything at all that my account is not eligible for bonuses at the moment administration decision and it's final.. so here we are .. remaining spins to be credited 270 spins over 27 days

Thank you for your time and attention to this matter. I look forward to your response.

Kind regards,

[Redacted]

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Dear player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have made a real money deposit to activate the promotion, but it was not fully credited to your account?
• Have you contacted customer support as soon as you have noticed the issue?
• If so, could you please share your correspondence with the casino?

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

I'm not trying to withdrawaw from the spins I'm midway through receiving the 500 sign up spins10 spins per day for 50 days I received 23 days at 10 and they still owed 27bdays at 10 spins a day from my first deposit bonus that I deposited real money for yes and they decided not to honour the remaining daily 10 spins per day after 23 days they have now disabled my account so I can't even log-in now I've attached a screenshot of their latest email

Dear Player,

Thank you very much for your reply. What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games? Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).

Additionally, do I understand correctly that you no longer have access to your account? If so, have you successfully completed the full KYC verification before losing access?

Thank you in advance for your reply.

Best regards

Attila

No I'm not fully verified KYC because they won't allow that until you want to make a withdrawal I WANTED TO DO THIS BEFORE I EVEN DEPOSIT BUT APPARENTLY THEY DON'T ALLOW IT

My GAMING Style depends on the amount won from the 10 spins per day lol never much over 0.80 cents so my gaming would be in a lower betting range unless I got lucky and won a few bucks my betting would be higher it depends on the amount won at the time I never played games I wasn't allowed and if I tried it tells you if the game is not allowed with bonus money and transfer you back to game selection and I never bet over the amount allowed with a bonus because I'd nevee win enough to do so anyway does this answer your questions

Hi...

Just popping in wondering if you might have had any response form playzilla at all?

Thinking they must have made contact by now surly 🙄

Dear Player, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until you lost access to your account.

Thank you in advance for your reply.

Ok I'll try but they havevt respond to anything much apart from that screen shot I sent you on here.. but I'll get into it now 🫡

Dear Player,

Thank you for your response. Do you have any updates to share with us? Have you received any communication from the casino? If so, I would greatly appreciate it if you could forward your correspondence along with the game history. You can reach me via email at attila.g@casino.guru.

Thank you in advance for your cooperation.