Playzilla Casino - Player's account dispute remains unresolved.

I hope this message finds you well. I am writing to formally dispute the actions of Playzilla Casino regarding unresolved issues related to my account and the lack of response from their management team. My name is Aljaz Uduc, born on 30.09.1994, from Slovenia, and my account username with Playzilla Casino was "AUDUC." Their website can be found at playzilla.com.

Background

On 20th September 2024, I submitted a formal dispute to Playzilla's complaint team via email at complaints@playzilla.com. According to Playzilla’s Terms & Conditions, specifically Section 13.7, they commit to responding to disputes within 10 calendar days. I awaited their response, but unfortunately, I did not receive one within the expected timeframe. I followed up with reminder emails on 30.09.2024, 4.10.2024, and 7.10.2024, including their support team in the CC. The only response I received was a suggestion to "wait a bit." However, after 42 days, I have yet to receive a satisfactory reply or resolution.

Additionally, I have repeatedly requested information regarding their Alternative Dispute Resolution (ADR) provider, but these inquiries have gone unanswered.

Licensing Concerns

To further investigate the situation, I checked their licensing status through independent sources. I found information on ASK Gamblers indicating that Playzilla has a license under PAGCOR, which can be viewed at the following link: New Wave Licensing Validator. However, upon contacting PAGCOR directly, I learned that Playzilla is neither a PAGCOR licensed nor an accredited online gaming provider as of 22nd October 2024. Their website, PAGCOR's Accredited Service Providers, also confirms this information.

Nature of the Dispute

The basis of my dispute involves a VIP cashback insurance agreement. After losing approximately €10,000, my VIP agent, Matthias Schwarz, contacted me and offered promotions along with a cashback insurance of 25% on my lost balance if I maintained insurance with him. This agreement was communicated through email, Telegram, and phone. I was informed that I would receive 25% of my balance back if I lost the insured amount.

After significant gambling, I accumulated a balance exceeding €130,000, for which I arranged 25% insurance, totaling €32,593. Upon losing my balance, I expected the promised cashback. However, Playzilla's VIP department stated that my insurance became void because I hadn’t played for 48 hours while arranging my withdrawal. Unfortunately, they did not inform me of this policy during our initial agreement or upon reaching VIP status.

Additionally, I was not informed that my VIP status had been downgraded from tier 5 to tier 1 until I checked with live chat support. However, they reassured me that I still held VIP status. Despite this assurance, I found my daily withdrawal limits reduced from €1,500 to €500. Had I been informed that the insurance was canceled, I would not have continued to wager my funds. This lack of clear communication and the conflicting information provided by their support team demonstrate mismanagement and misleading practices.

Supporting Evidence

In the attached file, I have provided proof of the 25% insurance on the amount mentioned, along with my full Telegram history with my VIP manager. This documentation illustrates the commitments made by Playzilla and their decision not to respond to my inquiries regarding this matter.

Request for Assistance

I kindly request your assistance in resolving this dispute. The VIP manager, support team, and complaints department have been unresponsive, and I feel that my consumer rights are being disregarded. I respectfully ask that Playzilla Casino be held accountable for the commitments made and that the promised 25% cashback be granted as per our agreement.

Thank you for your attention to this matter. I appreciate your help and look forward to your guidance on how to proceed.

Sincerely,

Aljaz Uduc

ALSO i have spoken with Mr. Matej through emails, so please connect this case with him, since he know alot more about it.

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