Discussion about article: How we resolve complaints (page 2)

Do you refer to the maximum win limit, perhaps?

It should always be stated in the terms of every bonus, so did you read those?

Have you used the bonus already?

Playzilla ignores my requests, doesn't have CEG seal and won't close my account

Since June 4th, I've tried to close my Playzilla account, sending over 12 emails to support and my supposed VIP manager, without receiving a response. I've also spoken to the chat multiple times, and they always tell me the case will be "escalated," but they never do anything.

I've lost over 900 CHF during this time, while my account is still active. The website doesn't have the Curaçao eGaming (CEG) seal, and when I request it in the chat, I get evasive answers and the conversation is closed.

I have evidence (email and chat screenshots) that proves I'm being ignored. I urgently request help from Casino Guru to:

1. My account is permanently closed.

2. The operator is investigated.

3. I will be reimbursed for any losses caused by failure to act.

Please find my reply to you here.

Hello, can someone from the site contact me please, thank you very much

Please read my reply here.

Hello,

Can you contact me at my email address?

I have a few questions and I hope to get answers from you, since I was unable to access the online casino I have registered with.

I would be grateful for your assistance!

Hello.

I am not sure who you would like to contact you, so next time try to use the "reply" button if you'd like to write to someone particular. 😉

Please tell us more about your issue, and we will try to help you out.

What do you mean you were not able to access the casino, and which casino was it, please?

It happened to me with Golden Casino, but I already spent the money because I saw there was no solution.

What exactly happened there, though? 🤔

Hi there. I have sent comments in the forum page and now would like to make a complaint against Unlimluck. How do I go about this please. Thank you very much.

Do you have any amount left in your balance at this casino, or do you just want to close the account there?

Because if there is no amount left, we won't be able to intervene, probably.

I can give you a good tip about how you can "lose" your password to the account at this casino and never log in again, though. This way you will surely not deposit anything.

Ask somebody from your close friends or a person in your life to change the password there but never say it to you again. They can even set up a difficult one so even they won't remember it later, you know.

What do you say?

Hi Romi. Thank you for coming back to me.

I did not deposit anything after seeing they were based in Comoros - did not do KYC either. I did verify my email - hope that will not be a problem??

I cannot remember my password to be honest - think I wrote it down but cannot find it - I contacted them numerous times on their BOT chat and did receive an email asking if I wanted to use gambling controls and how I would like to proceed. I reiterated I just wanted to close it but they are just not responding. I did worry they would charge me a monthly fee if the account was dormant for 12 months (in their Ts&Cs) but one of your colleagues on here said that unless there was any money on my account Unlimluck cannot do this. Think they are waiting for me to deposit - I never will though - I just want to close the account to get rid!! I cancelled all promo emails - did not want them in the first place - and do get the odd one in junk folder.

Thanks so much

Well, if there is no money in your account, they have no chance to charge you. And if you don't remember the password, it's like the account is not accessible anymore. Let's take it as closed, and you are good. 🤷‍♀️

What do you think?

Hi Romi. I am not sure it is closed as I have not tried to log in because I lost the password as I said and do not want to ask them to reset it. However, thank you for your help - the main worry I had was them trying to charge me anything for a dormant account but as you say there are no funds as I did not deposit anything. I will update on here if they ever do close it! Kind regards.

No worries. We are here, always.

I need your help. I can't withdraw my balance on Betwin360, and support only tells me the site is under maintenance. I'm worried I'll lose my balance or won't be able to get my money back.

I can't file a complaint. I have a problem with Betwin360. They won't let me withdraw funds. They say card and bank transfer methods don't work. However, if you deposit with cards, they take the money and it works! I'm afraid I'll lose my balance.

Hi, it's true that they are under maintenance.

However, the important thing right now is how long you've been waiting for your money. Did they tell you when the maintenance should be finished? 

Also why you can't open a complaint with us? Is there some problem?

I can't file a complaint because I keep getting an advert and it won't let me proceed with the transfer. However, I haven't been able to withdraw money for 3 days and they can't tell me how long the maintenance lasts. I also try to withdraw money and it gives me the ok, but then I find the money on my balance again.

I would give it some time and not worry about it right away. We give casinos 14 days to pay out players, so three days is not a disaster. Have you tried asking if it's possible to withdraw during maintenance when the money is always returned to your player account? 

I don't quite understand the part where you say that it throws up an ad when you want to proceed with a complaint. Could you show me what it looks like, please?