Playzilla Casino - Player's account dispute remains unresolved.

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

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

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

ok. looking foward

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.

Hello,

thanks for reaching out to our Support here - will be looking into this and revert.

Best regards,

Support

Dear All,

Please be informed that this case is still being checked and we'll come back with an answer in the nearest time.

Kind regards,

Playzilla team

Thank you for the answer. If you need anything let me know. I am more than happy to help provide more evidence if needed. Check telegram history and call history on telegram. There are also several emails from VIP department and from Mr . S******* himself.

Regards

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Please be informed that we're at the final stage of reviewing this case and will provide you with an answer in the nearest time.

Kind regards,

Playzilla team

Thank you, we will await your response.

Dear All, Please be informed that a deal was based on condition that the customer would wager his balance money daily.

Quote from VIP on 19th of August, 07:15

Well the deal is that as I see you can make turnover 50-100k a day, so what I can do for you is to

1. insure your current on 25% up to 7000€

2. from the start if you'll wager 100k today I'll send you 2500€ additional to your requested 1500€ (4K)

- Since you already wagered higher amounts this should be easy

On 22nd of August, following a discussion with the VIP manager about the customer's sudden drop to level 1 (the lowest VIP level on our platform) and lower withdrawal limits as a result, the customer stated the following:

Quote from rudo on 22nd of August, 08:12

I wont play untill i recive money.

This is BS and you know it boss

You know its BS.

A bit later the VIP manager explained that it doesn't matter to him which VIP level displays for the customer on the website and he'd treat him like he's still level 5 and he'd make higher manual withdrawals for him if the customer continues wagering his balance daily.The customer later confirmed this again:

Quote from rudo on 22nd of August, 09:36

No i wont play

I wont play anymore 100%

This is BS

The customer didn't play on 22/08/24 and stated that he's not interested in keeping daily activity.

On 23/08/24, when the customer attempted to claim a 25% cashback offer after losing the balance, his request was declined with the following explanation:

On August 22nd, the player confirmed their decision to stop playing and focus solely on withdrawing their funds. The following day, an audit of the player's activity confirmed that no further play occurred. As a result, the balance insurance is not applicable in this case.

Despite being offered the opportunity to continue playing in order to increase withdrawal limits, the player declined. Consequently, all previous agreements have been canceled.

It’s also worth mentioning that the amount of 32k EUR cashback was never agreed on in the conversation with the VIP manager and the offer of 25% insurance offer was mentioned just once in the quote above when the user had a much lower balance and it stated "up to 7000 eur" only. The customer also was mostly interested in higher withdrawal limits, which he discussed constantly with his manager and didn’t pay attention to the insurance offer before he lost his balance.

Be also informed that the customer closed his account permanently on 27/08/24 and any cashback offer on our Website is subject to x1 wagering requirement before a withdrawal can be made, therefore there won't be a possibility to reconsider our decision under these circumstances.

Moreover, we'd like to point out that the VIP manager of the customer was constantly offering him manual withdrawals with bigger limits than our Website officially offers for customers of his level. For example, after seeing the customer's activity, on 20/08 and 21/08 we created 2 manual withdrawals for the customer x 4000 EUR each which were processed almost instantly from our side, while our website allows only 1500 EUR maximum a day for the biggest VIP level. Eventually, the customer managed to withdraw a greater amount than a total amount of his deposits.

Kind regards,

Playzilla team

Thank you for your reply to my previous message. I appreciate you taking the time to respond, but I must raise a few concerns and request further clarification regarding the handling of my account and the issues I’ve outlined.

Firstly, I noticed that you did not provide the full chat history of my conversations with the VIP manager. For transparency, I have forwarded this information to Mr. Matej's email. It is evident from the chat history that the VIP manager acknowledged the 25% cashback policy and did not explicitly state that it was not applicable. If something is communicated to me or agreed upon, it should be respected.

Furthermore, I find it contradictory that, despite my statement on August 22nd that I would stop playing, my account was not restricted, and I was still allowed to gamble. If you had decided to cancel the balance insurance, you were obligated to inform me. However, I received no communication from the VIP manager for over 24 hours, from the 22nd to the 23rd. This lack of response misled me into believing the balance was still insured, prompting me to continue playing. I find this unacceptable, as I was not made aware of the cancellation, and your silence misrepresented the status of my account.

Additionally, the Telegram history reveals that the VIP manager encouraged me to gamble more, despite my clear statements that I did not wish to. I was initially told that wagering a bit more would improve withdrawal terms. However, as I wagered more, the requirements increased disproportionately, making withdrawal nearly impossible. This approach seemed designed to pressure me into continued gambling, particularly on roulette, which the VIP manager specifically encouraged.

The chat also shows that the VIP manager appeared to disagree with some of the casino’s practices, even asking me if I knew of other casinos hiring VIP managers. I found this unprofessional and concerning.

I also want to address your statement that VIP status is based on the last three months of activity. In the Telegram history, it is clear that I wagered over €640,000 in just one week. Despite this, my status was downgraded to the lowest level, which I find highly disrespectful as a loyal customer.

I would like to escalate this matter to your appointed Alternative Dispute Resolution (ADR) provider. However, I cannot find any information about your ADR entity on your website. Moreover, I see that you operate under the laws of the Marshall Islands, while your company is registered in Cyprus. Why does Cyprus law not apply? Please clarify this and provide clear information regarding your ADR process.

In summary, I am not satisfied with your response. Your failure to inform me about the cancellation of the balance insurance directly impacted my decisions, and your approach led me to play more under false assumptions. As the VIP manager acknowledged the cashback and did not deny it, I will pursue this matter further if necessary, including escalation to the ADR and court proceedings.

I kindly request a prompt and transparent response.

Best regards,

Aljaz

So basically they wanted me to wager half a milijon to withdrawal 2000€ in a day. Is that fair?

Dear Rudo,

After reviewing all the evidence with my colleagues, I believe the casino is correct that the cashback was promised only up to €7,000. Therefore, this amount is the subject of the complaint.

Dear Playzilla casino representative,

I did not see any terms and conditions regarding the promised cashback in the conversation. Was Rudo informed that stopping play would result in losing the cashback?

Dear Matej,

Please be informed that this was offered on 19/08/24

at 07:15 when the customer had a much lower balance (25k EUR active balance + 11k EUR open bets) and was never renegotiated later, because the customer showed interest only in higher withdrawal limits and was discussing only this particular topic with his VIP manager, therefore there was no opportunity for the VIP manager to discuss additional details of the offer, nor the client asked any clarifications about it.

However when discussing the withdrawal limits, the VIP manager pointed out multiple times that the main condition for the higher limits to work is being active and keeping wagering his balance and then a higher withdrawal limit will be decided based on the amount wagered. The customer later declined limit offers by Matthias thrice and told that'd focus solely on withdrawing funds. Then on 22/08 the customer showed no activity which led us to this decision.

Kind regards,

Playzilla team

issue with my insurance of €42,500 plus €11,000 in bets. I’ve already shared evidence, including a photo where ********* S******** clearly acknowledged the insurance and confirmed it by saying "OK" and that games needed to be finished.

I trusted this process based on his repeated assurances during our phone conversations, where he confirmed that my money was insured.

It’s important to note that I previously lost €100,000 with your platform, which is why the insurance was provided in the first place. Furthermore, we had an agreement that €130,000 in insurance was secured, and Matthias specifically said that I only needed to write down the amounts for them to be automatically insured otherwise why would i just writte inlt down and sad please make insurance?

At no point was this agreement disputed or any other conditions mentioned.

I refrained from playing for 24 hours to focus on withdrawals, as agreed. However, during that period, no withdrawals were processed. Instead, my requests were ignored, and it felt like the intention was to wait for me to gamble again. This is highly troubling, especially since your team was fully aware of my history with problem gambling.

At no point was I informed that refraining from playing would void the insurance. If this had been communicated clearly, I would have acted differently.

The lack of transparency and follow-through on our agreement has caused significant confusion and frustration. Based on our agreements and the evidence, I firmly believe I am owed €32,500.

Additionally, I still need clarity on who your ADR (Alternative Dispute Resolution) provider is, where the casino clears its finances, and the country your firm is based in. Please provide this information promptly.

I hope we can resolve this matter amicably. If not, I will escalate it through your ADR provider or, if necessary, consult legal counsel.

Thank you for your time and attention. I look forward to hearing from you soon.

Kind regards,

A**** U****

Dear Matej,

Please be informed that this was offered on 19/08/24

at 07:15 when the customer had a much lower balance (25k EUR active balance + 11k EUR open bets) and was never renegotiated later, because the customer showed interest only in higher withdrawal limits and was discussing only this particular topic with his VIP manager, therefore there was no opportunity for the VIP manager to discuss additional details of the offer, nor the client asked any clarifications about it.

However when discussing the withdrawal limits, the VIP manager pointed out multiple times that the main condition for the higher limits to work is being active and keeping wagering his balance and then a higher withdrawal limit will be decided based on the amount wagered. The customer later declined limit offers by Matthias thrice and told that'd focus solely on withdrawing funds. Then on 22/08 the customer showed no activity which led us to this decision.

Kind regards,

Playzilla team

regarding this. it was told to me that i just have to writte a balance and it is insured. it was told to me through a phone call. Why would i writte balance and said insure my money? i was active since i wagered 660.000€ and i did not play only 24hours? beacause of 24hours you can not cancell it without letting me know?

Dear Playzilla casino representatives,

As we can see from the screenshots, the limit €7000 wasn't mentioned and the amount which was insured was significantly higher than €28000.

Could you please react to this part?

If the VIP manager didn't mention the limit for that amount in the first place, then this shouldn't apply. You also didn't mention to the player that if he stopped playing, the deal is off. Based on these circumstances, I believe that he should get the full amount.

Dear All,

We're reviewing this information and will reply back to you as soon as possible.

Kind regards,

Playzilla team

Dear Mr. Matej and [Playzilla Casino Representative],

I would like to apologize for the large number of messages I’ve sent, each containing screenshots. Due to the limitation of attaching a maximum of five photos per message, I had to divide the evidence into multiple messages.

The screenshots I’ve provided represent the complete history of communications related to my insurance claim of €130,372.18. I have ensured that no relevant messages have been left out, and this is the entirety of the evidence I have. The only missing element is the phone calls made through the app Matthias used to contact me via a Slovenian number. Aside from those calls, this submission contains every message exchanged since my last insurance request up until today.

I would also like to emphasize that I have been waiting for a resolution for a very long time now. The issue originated in August 2024, and I kindly request that the process be expedited. This delay has caused significant frustration, and I hope to see progress made as soon as possible. I am completlly open for more talk and providing evidence if somehow there is still some doubt in casino's site.

Thank you for your understanding.

Regards

Dear all,

On January 9, 2025, I received an email from the Playzilla support team offering a settlement of €7,000. However, this offer does not reflect my insured balance, as advised by Mr. Matej. As such, I have not accepted or signed the offer and have reiterated my request for the full amount that I am entitled to.

Despite several emails sent to your support team, complaints team, and VIP manager, I have only received communication through Casinoguru website. This lack of transparency has caused significant distress over the past 4.5 months. I urge you to address this matter fairly and promptly, as it has severely impacted my mental and financial well-being.

Best regards,

Aljaz

Dear Playzilla casino representatives,

We await your response.

Dear Rudo,

Please refrain from threatening the casino representatives with police or legal action. We are working to address your complaint, and such threats are counterproductive.

Hi everyone,

I just wanted to take a moment to say I’m sorry if I’ve made anyone feel uncomfortable or upset. That was never my intention.

I also want to make it clear that I haven’t taken any legal action. And to be clear. I have not posted anywhere anything harmfull about the website on any forums. As i mention several times. My goal is to settle all here.

Also sorry, beacause my language is not proffesional as it should be, but it is my first time being in situation like this and i am not sure how to really react.

I can also sign a papper that I will never mention or do any harmfull agaist the website and its owner after the case is closed.

Regards

Dear Playzilla Representative,

I belive you are licensed with the anjouan gaming

After reviewing terms and conditions of anjouan gaming I noticed that any settlement exceeding €30,000 must be reported to theanjouan gaming authority. To avoid involving them unnecessarily, I am willing to adjust my settlement offer to €29,500.

However, I would like to propose a condition for this adjustment. I kindly request that the remaining balance beyond €29,500 be donated to a charity organization that supports gambling therapy services in Europe or to someone that is helping people that are strugling with a problem of gambling such as I have since this summer.

It also can be donated under the casino's name. No need to include me as long as it helps them.

Best regards,

A**** U*****

Dear Matej,

We kindly request that you remove our employee's details from the complaint, as we have already asked privately twice, but received no answer to our requests.

We'll provide you with our reply on this case in the nearest time.

Kind regards,

Playzilla team

Hi,

I will update here if they decide to fulfill the amount.

Regards.

Dear Playzilla Representative,

I believe I need to address your concerns regarding Mr. Matej’s actions. However, I must clarify that what you are asking Mr. Matej to do should not be carried out, as I was the one who made the complaint, and my permission is required for such actions.

Until this issue is resolved, the situation should remain as it is. Once you have resolved the matter and, if you decide to pay me the amount I believe I am owed, I will request Mr. Matej to remove the employee details if that Is possible from his site.

I have already sent you an email offering a settlement of €29,500. For some reason, I have not received a reply from your side regarding this offer.

I would like to reiterate that I have not posted anything about this case on any other websites or forums, nor is it my intention to do so. Also I have only taken one official step and that is with Mr. Matej.

I look forward to your response.

Regards

Dear Playzilla casino representatives, Dear Rudo,

Disclosing sensitive information is strictly against our company policy, and I apologize for the oversight of including names in a few screenshots. I have corrected that issue.

Dear Rudo,

Please avoid using this information as leverage in your case, as it is unethical.

I confirm that I spoke in person with the casino representatives at the conference about this case, where I clearly explained our position. Now, the casino representatives need to consider our stance. We will await their response.

Dear all,

I am sorry about that. I did not knew that was a rule. I do not want to be unethichal . You can blur that for sure. As i mention it is my first time doing this and i am learning as it progresses.

Thanks you for the clarification. I am a waitting for the response. As you can see I am trying to be as transparent and as cooperative as I can be. Also understand that I am willing to lose 3000€ and a bit more just so the casino does not have any trouble with reporting to their ADR.

Also please note that I do not want to harm casino or anybody, beacause we are all people and people make mistakes. I just want casino to accept the mistake and settle like they should based on agreement made in august and nothing else.

Regards

Dear All,

We have thoroughly reviewed the case and for the sake of an amicable resolution, we offered the player a one-time payment of 7K EUR as a gesture of goodwill, which he rejected.

We are disputing the complaint and its misleading nature. In our view, it is based on a series of screenshots, which, while they do show parts of the communication, are presented out of order and accompanied by the player’s confusing statements, leading to misrepresentation of the events in question. To ensure transparency and clarity, we’ve shared separately the relevant parts of the transcripts in chronological order with Matej privately.

Firstly, we would like to reiterate that the offers made on 19.08.2024, pertaining to balance insurance and withdrawal limits increase, were clearly conditioned and available upon daily wagering. The VIP Manager confirmed them in writing after considering the account balance at the time. 

It’s important to note that this is not the only balance insurance offer the player has had. In an exchange from 17.08.2024, we can see that another insurance offer was agreed upon, with a different current balance (3,000 EUR) and maximum amounts (25% up to 850 EUR) confirmed in writing with regard to the offer. This shows not only the flexibility of VIP perks, but also the fact that they are always based on factors such as activity, balance, and wagering.

The terms for balance insurance agreed on 19.08.2024 were that the player’s current balance of about 25K EUR at the time would be insured at 25% up to 7K EUR, contingent on his continued activity and wagering. This was clearly communicated, as can be seen in the transcripts we’ve provided additionally and in chronological order. It is important to note that the offer was never confirmed as valid for amounts such as 130K EUR, as the player now claims. 

We would also like to highlight the multiple instances of the VIP manager explaining how wagering and overall activity directly influence any available perks. This was clearly and repeatedly agreed upon, proving the player was aware of the importance of their activity in receiving any special benefits.

Despite this, he later opted to stop playing and focused solely on withdrawing his funds. He confirmed this repeatedly in writing and by ceasing activity. In this case, the player’s actions, or lack thereof, led to voiding all offers, as was relayed by the VIP manager. 

We must also address an important concern related to the player’s behaviour. Throughout this complaint, he has made numerous attempts to target and expose the personal details of the VIP manager. It is inappropriate and unacceptable for such information to be weaponised and shared publicly, as in this case when the player repeatedly shared the personal information of the VIP manager on a third-party platform and even attempted to use it to his benefit in the outcome of the complaint. 

Such actions are not only damaging to the individual involved but undermine the integrity of the complaint process and platform itself. We ask that the player cease this behaviour immediately and respect the privacy and dignity of the VIP Manager in question.

While we acknowledge the player’s frustration, we implore CasinoGuru to ensure that each party’s arguments are fairly and objectively evaluated, and to discourage rebuttals prior to a CasinoGuru representative’s feedback.

In conclusion, we find that we have acted in good faith throughout this process and communicated the terms clearly. Despite the player’s indisputable failure to meet the conditions for balance insurance and withdrawal limit offers, we still offered a settlement as a gesture of goodwill, which they chose to reject. 

Therefore, we ask CasinoGuru to review the complaint considering the presented facts, and reach the only logical conclusion – that the player has no basis for his claims and behaviour.

We look forward to reaching a fair and final resolution shortly.

Best regards,

Playzilla team

Dear all,

I acknowledge that you have reviewed the case, but I must clarify that the offered 7K EUR was not a fair resolution considering the agreed-upon balance insurance terms. Mr.Matej can review the full context again, as I have sent him the complete history of my conversations with the VIP manager. I want to ensure that he has all the details and is not misled by partial screenshots.

Timeline of Events

19th August 2024

06:03: I requested insurance higher than initially discussed, asking for more than the previous offer. The VIP manager replied, "Buddy, I am happy for you :) However, I told you for manual withdrawal we can always make some deal between each other :)". This response implied that an agreement was in place, though it was not confirmed directly. I was led to believe that writing it down would ensure the insurance was confirmed.

07:14: The VIP manager offered the following:

Insure my current balance at 25% up to €7,000.

If I wagered €100,000 that day, he would send me an additional €2,500, bringing my total to €4,000.

At this point, he acknowledged the insurance, though he did not explicitly confirm it.

14:29: I sent a message to the VIP manager stating, "I have around 55k. Can we do something to save?" He replied, "Oki, but don’t do cashout, otherwise I can’t do insurance on cashouted bets." This response indicated that the insurance was still under consideration, but he wanted me to wait until my bets were settled.

20th August 2024

11:33: The VIP manager asked to call after the bets were settled, promising to explain further regarding the insurance.

12:01: He called, and we discussed the insurance. He also mentioned a voucher that he wanted me to use.

21st August 2024

08:05: I sent a screenshot of my total balance of €130,732.18 and asked, "Please secure for me. Also, make a withdrawal for €4,000." He saw the message but did not respond.

09:36: After he acknowledged my balance, he claimed to have spoken to his bosses and said that if I wagered €500,000, I could withdraw an additional €2,000 in a day. This seemed unfair, as I would need to wager half a million just to withdraw €2,000 more.

09:39: He sent a message saying, "Buddy, you have balance 130k and you had 100k, so how did you drop?" He did not dispute the insurance but once again failed to confirm it, but you can see he saw the balance.

09:44: I pointed out that I had wagered €600,000 over the last two days but could only withdraw €9,500, which was less than 1% of the amount wagered. He ignored this and did not provide any clarification on the insurance.

16:48: The VIP manager sent a message saying, "4k will come today as they wrote me is scheduled, regarding the level drop - is system there is nothing I can do about it "

This message indicated that I was downgraded to level one, with a daily withdrawal limit of €500, despite having wagered €600,000. This seemed grossly unfair.

22nd August 2024

08:18: The VIP manager confirmed that the changes were made, and I would be able to withdraw €1,500 daily without having to wager. However, I was still not able to proceed with the withdrawal as promised. On the same day, I asked again for a conversation with a manager, but my request was ignored.

12:16: After further back and forth, the VIP manager no longer replied.

23rd August 2024

09:45: I noticed that the withdrawal had failed. After 21 hours of waiting, I contacted the VIP manager again, but he ignored me.

24th August 2024

12:06: At this point, my balance had been depleted, and I requested a refund of 25%. No response was received.

Unrealistic Wagering Requirements: Despite wagering over €600,000 in just two days, the withdrawal process was limited, and I could only access a fraction of my balance. The offer to wager €500,000 for an additional €2,000 withdrawal was unfair and unreasonable.

Lack of Clarity on Insurance: While the VIP manager acknowledged the insurance multiple times, he never explicitly confirmed it in writing, leading to confusion and frustration. Even when I pointed out my balance and asked for security, the response was delayed or ignored.

Unfulfilled Promises: Promises regarding withdrawals and insurance were not kept, and the withdrawal limit was unjustly reduced, despite my significant wager.

Unresponsive Support: My repeated requests for clarification and a conversation with a manager were ignored. I was left in a state of uncertainty regarding my balance and the terms of the withdrawal.

Final Outcome: I lost my entire balance without receiving any of the promised payouts. Despite following all the conditions, I feel that I was unfairly treated by the casino and i do think they abused a power of their position since they gave unfair rules. Also note that i did not play 24hours and they are acting like I didnt play more than a week?

PART 1

I disagree with the assertion that there was any intention to target or expose the VIP manager’s personal information. The mention of the VIP manager’s name was made solely for clarity and to ensure that Mr. Matej is aware of who was involved in this case. Given the context and the seriousness of the complaint, it is reasonable to mention the names of those directly involved for transparency, especially when the individual in question is central to the communication.

What is more concerning here is the issue of the casino’s licensing. Playzilla had represented itself as being PAGCOR licensed, but it has since become clear that this was not the case. This raises significant questions about the credibility and legality of the casino’s operations. Why has Playzilla failed to address or clarify its licensing status, especially when this matter has been brought up in our correspondence? What is the secret surrounding this? Were you even licensed at the time of these events?

Furthermore, if we are to talk about unethical behavior, I find it deeply concerning that over the course of more than 90 days, I sent 24 emails, all of which went unanswered. The complaint team, support team, live support, and the VIP manager all ignored my repeated attempts to resolve this matter. This lack of communication from your side has been far more concerning than anything else.

As for the claim of targeting the VIP manager’s personal information, I want to make it clear that this was never my intention. I had simply mentioned his name so that Mr. Matej, who is overseeing this case, would know who I was referring to. It is absurd to think that I would go to the lengths of trying to weaponize his name. I do apologize for any confusion or concern this may have caused, but I also want to emphasize that this was my first time dealing with a case like this. I will not mention his name again, as I understand how it could be perceived.

Ultimately, the focus should be on addressing the legitimate concerns raised in this complaint rather than misdirecting attention to peripheral issues.

Why I belive i should recive full amount is that i was NEVER told that my insurance was cancelled. And durning the conversations you can clearly see VIP manager has seen the insurance balance of 130.000€ even mention the money I had on account but did NOT dispute insurance which he had enough time to do it. If the balance was to high for insurance he would have told me so. But as I mention durning phone calls we talked alot about insurance and he confirmed it. If there was any trouble with me insuring he would have written.

Regards

PART 2

Dear all,

I forgot to mention one important point. Please note that my statement about it being "BS" and my decision not to play anymore was due to the unreasonable wagering requirements imposed by the casino. In my opinion, the casino abused its power and did not provide fair rules for gameplay.

I mentioned multiple times that the requirements were unfair, and even the VIP manager acknowledged this, stating that he also believed they were unreasonable. Because of these excessive wagering demands, I decided to take a break from playing for one day. On that same day, I did not receive my withdrawal, and the VIP managers did not respond to me.

I also believe that taking a one-day break should be considered normal. That is all from my side. Also even when I played I was droped to level 1, which caused damage and withdrawal limits to 7000€ a month? Mr. Matej has the full history of our Telegram conversation. Therefore, if Playzilla representatives do not believe me, I request that Playzilla respresntative also provide the full chat history to Mr. Matej.

Best regards

Dear Playzilla Casino Representatives, Dear Rudo,

After our internal meeting, we have concluded:

On the morning of August 19th, the VIP manager introduced the insurance bonus, clearly stating the conditions, including that the insurance is 25% up to €7,000. That same afternoon, the first insurance was dealed.

In this instance, the insurance mechanics are not influenced by the insured amount; rather, what matters is the defined maximum payout of €7,000.

Therefore, Rudo should receive €7,000 from Playzilla Casino.

Arguments stating that the insurance is invalid due to inactivity for two days are unfounded. I strongly advise the casino to avoid such reasoning in the future. The agreement was established between the VIP manager and Rudo, and the casino should honor it.

Dear all,

With a sour taste, I accept this agreement.

However, I believe the casino should act fairly, because they stalled my withdrawal for almost six months, I belive they should pay me out some additional FEE based on me waitting for so long. In the meantime I have signed the papper playzilla sented me on januar 9th. where they offered me 7000€ and sented it back to them. I will keep you updated Mr. Matej if i recive the money

regards

Dear All,

2 payments x 3500 EUR were processed from our side today.

Kind regards,

Playzilla team

Dear Rudo,

Could you please confirm that you received the funds and we can close this complaint?

Dear all,

I have received the funds.

I have one more request. I do not want to be able to gamble or play on Playzilla or any of its sister websites anymore. Please permanently exclude me from all associated platforms. I want to block myself permanently using my two email addresses: aljazuduc@gmail.com and aljaz.devetavas@gmail.com.

A big thank you to Mr. Matej—without you, I am 100% sure I would have been ignored. I want to than Casino Guru as a whole, please remember that you are doing great work.

To the VIP manager who handled my case, I have a message: Please let him know what happened with my case and that his promises were not fulfilled because he failed to write down the insurance amount. I believe Mr. Matej and the casino both know that the correct amount was much higher. However, since it was not documented, I am unable to receive it. I know everyone is aware of this, but unfortunately, there is nothing I can do now—I trusted the wrong person and the bussines is dirty.

Best regards,

Dear Rudo,

Thank you very much for the confirmation and the feedback.

Sometimes the situation is not only black and white, and making a decision is hard. However, in your case, the casino representative mentioned a crucial rule which entitled you to the maximum cashback value, and therefore we take this as a crucial point in this case.

Unfortunately, we can't arrange the self-exclusion for you. Please contact the casino via email, write to them that you want to be excluded from all their brands, and as the reason please mention gambling addiction. Please also keep this mail in your mailbox because it is crucial evidence in case something happens in the future.

Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru