The player from Finland had requested Playzilla to cancel his account closure and set a deposit limit. He had managed to increase his balance to over 600 Euro before the casino closed his account and stopped responding to his emails. His account had not required verification and was closed approximately 6 hours after his request. The player had felt the account should have been closed earlier to prevent further deposits and gameplay. The casino, however, had followed its rules and processed the account closure after his self-exclusion request. The player later confirmed that he had been able to withdraw the remaining balance from his account. The issue had been successfully resolved with the casino paying out the remaining balance.
Playzilla Casino - Player’s account closure after winnings.
Amount: €600
Playzilla Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
9 months ago
Translation
I was playing Casino games on the Playzilla platform and asked them to close my account, but I subsequently canceled the account closure because the Casino seemed trustworthy. I received confirmation that my request had been updated and then proceeded to ask for a deposit limit on my account and continued playing. I was able to regularly deposit and play there until I had raised my account balance to over 600 Euros. Afterwards, they closed my entire gaming account and no longer respond to my emails.
Automatic translation:
Public
Public
9 months ago
Hello Teemu11111,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When exactly did you request to close your account and how long after that did the casino close it?
Please note that as you mentioned gambling addiction in your request, there is no longer a way to cancel it and the casino must close your account without the possibility to reopen it.
Looking forward to your answer.
Regards,
Nick
Public
Public
9 months ago
Translation
Account did not require verification. When the Casino announces that my request is canceled and that it will set a deposit limit, after that approx. After 6 hours they closed it. They should have closed the account earlier without allowing to deposit more money and play at the casino. Those documents clearly show that your request was updated and allowed me to continue playing.
Automatic translation:
Public
Public
9 months ago
Translation
the casino reported my request as updated when I requested the closing of the game account to be established"
Automatic translation:
Public
Public
9 months ago
Hello Teemu11111,
The update you received was an automatic e-mail and as soon as the casino processed your request, your account was closed as it should have been as you mentioned gambling addiction. The casino did everything according to their rules and they should never reopen your account from now on as you self-excluded yourself.
Is there anything else we can assist you with? If not, we will be closing the complaint.
Public
Public
9 months ago
Translation
Yeah. I got the money out of the account.
Automatic translation:
Public
Public
8 months ago
Hello Teemu11111,
Do I understand it correctly that the casino paid out the remaining balance from your account?
Public
Public
8 months ago
Dear Teemu11111,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
