The player from Slovenia disputes the actions of Playzilla Casino regarding unresolved issues with his account and lack of response. He has not received a resolution to his complaint submitted 42 days ago and is seeking the promised 25% cashback on his losses, which has been denied under unclear circumstances. He requests assistance in holding Playzilla accountable for their commitments.
Playzilla Casino - Player's account dispute remains unresolved.
Amount: €32,593
Playzilla Casino
Safety Index:Very highSafety Index
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9.7
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Case opened
Current status
Waiting for Casino Guru to reply
3d 3h 32m 17s
Case summary
4 days ago
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3 weeks ago
Dear rudo,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
However, even if your casino VIP status has been downgraded or not followed by the casino, we are unable to compel the casino to reinstate your previous status. Each gambling establishment has its own VIP tiers, and we cannot dictate the rules or determine who should be upgraded or downgraded. This principle aligns with our approach of not intervening when a promotional offer is not granted to a player. The casino itself determines how it categorizes players into different levels and establishes the criteria for such classification.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Nick
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3 weeks ago
Please forward this case to Matej. It is not about droping from tier 5to tier 1? It is about my 32.000€ insurance that I had that they did not pay me out, beacause i didnt play 2days? But before i wagered 600.000€ in a week? As i said they cancelled VIP cashback beacause i didnt play 48hours and beacause i said i want to withdrawal. But they did not let me know that? Specially when my money was already confirmed that way insured
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2 weeks ago
Thank you rudo for all the information provided so far. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be further assisting you in this matter.
Wish you best luck resolving it.
Regards,
Nick
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1 week ago
Dear Playzilla casino representative,
I have communicated with the player via email, and it appears he has attempted to contact you as well as several jurisdictions, all of which confirmed that the casino is not licensed there.
Could you please review this case and provide a statement? If it cannot be resolved here, kindly advise the player on which jurisdiction he should direct his complaint.
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1 week ago
Hello,
thanks for reaching out to our Support here - will be looking into this and revert.
Best regards,
Support
Casino Guru is examining the case
