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I closed my account in 2023 because I considered my gaming behavior to be problematic,

not to be tempted to deposit money there again. On February 6, 2025, I received an email from the casino that

my account was reopened. Unfortunately, I fell back into old habits and

I deposited a total of 1600 EUR and lost it completely. I wrote to the casino and complained

complained that my account was reopened without my consent. In the chat I was informed that

this was due to an error on the part of the casino and the matter is being taken care of.

It took about 3 weeks and dozens of requests in the chat until I received an email telling me that

account has now been closed again. For future damages caused by your reopening,

not arise, but there was no mention of compensation for errors on the part of the casino.

They also sent me links to responsible gaming, which you can use to fulfill your obligations very

I take seriously. There was no response to further inquiries, and when I asked who the licensor was, I was

informed me that this information would not be made available to me.

Ich habe mein Konto 2023 schließen lassen, da ich mein Spielverhalten als problematisch angesehen habe, um

nicht in Versuchung zu geraten, dort wieder Geld einzuzahlen. Am 6.2.25 erhielt ich einen Email vom Casino, dass

mein Konto wiedereröffnet wurde. Ich bin daraufhin leider wieder in alte Muster zurückgefallen und habe

insgesamt 1600 EUR eingezahlt und komplett verloren. Ich hane das Casino angeschrieben und mich darüber

beklagt, dass man mein Konto ohne mein Einverständnis wiedereröffnet hat. Im Chat wurde mir mitgeteilt, dass

diese durch einen Fehler seitens des Casinos geschehen ist und man sich um die Angelegenheit kümmert. Es

dauerte ca. 3 Wochen und zig Anfragen im Chat bis ich eine Email erhielt, in der man mir mitteilte, dass man

Konto nun wieder geschlossen hat. Für zukünftige Schäden durch eine Wiedereröffnung deinerseits würde man

nicht aufkommen, keine Erwähnung gab es jedoch zu einer Entschädigung durch Fehler seitens des Casinos.

Außerdem sendete man mir Links zu verantwortungsbewusstem Spielen, das man seine Verpflichtungen sehr

ernst nehme. Auf weitere Anfragen wurde nicht mehr reagiert, auf die Frage, wer der Lizenzgeber sein, wurde mir

mitgeteilt, dass man mir diese Information nicht.zur Verfügung stellen werde.

Dear Lance,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playzilla Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you informed the casino about having any gambling problems or struggled to control your gambling in the past, before your chat with them on February 8th?
• Would you be able to supply proof the casino knew about these issues in the past?
• Do I understand correctly the casino closed your account again on February 22nd? Have you been able to deposit in between these dates?
• Send supporting evidence, emails, or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, yes, I have unfortunately lost a lot of money over the past four years, and my gambling behavior was no longer normal. As in this case, I have sometimes lost €1,000 or more within a few days. This is especially true at casinos that apparently don't care at all whether my behavior is still normal, even if they claim otherwise. In 2023, I had the account closed on the grounds that I did not consider my gambling behavior to be normal. Since I communicated this via chat at the time, I probably no longer have any proof of this. However, I did inform the casino again on February 7 and 8, 2025, when only about €500 had been deposited, but the account was not closed, and they did not protect me from depositing more. It is true that the casino closed the account on February 22, even though I had already contacted them on February 7. Apparently, a closure via chat was not possible. I did contact them on February 9. I deposited for the last time, but I assume it would have been possible until February 22nd. I stopped because my credit card was maxed out; otherwise, I might have deposited more. The chats from February 7th and 8th are available; I'll add them this evening.

Hallo, ja, ich habe in den letzen 4 Jahren leider sehr viel Geld verloren und mein Spielverhalten war nicht mehr normal. Wie in dem jetzigen Fall, habe innerhalb weniger Tage manchmal 1000 EUR oder mehr verloren. Gerade bei Casinos, denen es offenbar komplett egal ist, ob das Verhalten noch normal ist, auch wenn sie anderes vorgeben. 2023 habe ich das Konto schließen lassen mit der Begründung, dass Ich mein Spielverhalten nicht als normal erachte. Da ich dies damals per Chat mitteilte, habe ich darüber wahrscheinlich keine Nachweise mehr. Allerdings habe ich dem dem Casino am 7.2. und 8.2.25, als erst ca. 500 EUR eingezahlt wurde darüber nochmal in Kenntnis gesetzt, aber das Konto wurde nicht geschlossen und man schützte mich nicht, davor, noch mehr einzuzahlen.Es ist richtig, dass das Casino ersten 22 Februar das Konto geschlossen hat, obwohl ich bereits am 7.2. mit ihnen in Kontakt getreten bin. Angeblich war eine Schließung in Chat nicht möglich.ich habe zwar an ca. 9.2. das letzte Mal eingezahlt, aber gehe davon aus, dass es bis 22.2. möglich gewesen wäre. Aufgehört habe ich, da meine Kreditkarte ausgeschöpft war, ansonsten wäre es möglich gewesen, dass ich noch mehr eingezahlt hätte. Die Chats vom 7.2. und 8.2 liegen vor, ergänze ich heute Abend noch

Thank you very much, Lance, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Lance, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Playzilla Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with reopening a self-excluded account and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent by the casino directly to me at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Lance,

Thank you for your patience. I have forwarded this issue to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Playzilla Team

Thank you for the response and looking into this issue for us, Playzilla Team! Very much appreciated. :)

Please, let us know as soon as you have the details ready. In case of sensitive information, that can be sent to me directly at matej.l@casino.guru. Thank you.

Dear Lance,

Kindly be advised that the refund of 1600 EUR has been paid from out side into your bank account.

Thank you for the patience and have a great day.

Best Regards,

Playzilla Team

Thank you very much for looking into this for us, Playzilla Team! Much appreciated. :)

Can you please confirm the player's account has been also closed with a note about gambling addiction, without an option for re-opening, and that all marketing communication will cease?

Dear Lance, please let us know once you receive the refund, so we can close the complaint. Thank you.

Dear Lance,

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.

Dear Lance, have you received your refund yet?

Unfortunately, Lance has not responded to my messages and questions. Consequently, I am unable to investigate further and have no choice but to 'reject' this complaint.

The player can reopen this complaint at any time.

I would like to also thank the Playzilla Team for stepping up and dealing with this issue for us. Much appreciated! :)