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 . Schwarz 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?

here you dan also are that he acnowladge the 42.000€ +money in sport bets to be isnured. So therefore your stating that he only did it for 7000€ is evidently false

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 all,

Attached are screenshots of the full conversation from August 19th to the end of the same day. I am sharing this because the casino provided you with a quote that only shows a selective portion of the conversation, omitting critical details.

Specifically, there is a screenshot from August 9th where the VIP manager mentioned the insurance for the first time. On August 19th, the casino claimed they offered me €7,000 in insurance, but as the conversation shows, I had a prior agreement with the VIP manager. The agreement was that I simply needed to confirm via chat that I wanted to secure my balance. This is evident from the conversation on August 19th, where I stated I wanted to secure the €42,000 balance plus €11,000 from sports betting. The VIP manager acknowledged this and explained that the bets needed to be settled, which they eventually were.

By August 21st, my balance had reached €130,000, and the VIP manager clearly acknowledged this in the conversation. Furthermore, during a phone call, the VIP manager confirmed that my funds were insured, in line with our agreement.

Please review the attached screenshots for clarity and feel free to contact me via email if further information is required.

Kind regards,

Aljaz

Here are also photos

basically. Here you can also see that i made a withdrawal and they didnt do it like they said they will. Than VIP manager acted as he is suprised.

and here you can see we talked alot through the phone calls and that i had insured 130.000€ and he clearly saw it and accepted it. Since he did not repply anything like before it is normam that he accpets since out agreement was that i only need to writte it. Please take a look again beacause the money was promised. And NO i sad not informed if I stop playing i wont recive the money.. Please re-visit the case and tell me if there needs to be more evidence seen or provided for you guys.

Dear Matej,

To address your point: yes, up to that moment, the €7,000 was insured. However, as I mentioned earlier, there was an agreement in place that I simply needed to send the amount I wanted to insure. I have provided you with several examples, such as €42,000 + €11,000 and €130,000, where I followed this process.

In these cases, the VIP manager did not reply, which I believed was because we had an understanding. It didn’t cross my mind that they would ignore the agreement and act as they did.

Please let me know if further clarification is needed. But here you are he wrotte OK on insurance of 42.000€ +11.000€

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 Matthias Schwarz 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 Mr. Matej,

I hope this message finds you well.

I am reaching out to provide additional screenshots regarding my case. From these, it is evident that there were unreasonable demands made by the casino, including a requirement for me to wager half a million euros for a withdrawal of just €2,000. I find this deeply concerning and would appreciate if you could share the specific rules or terms that justify such a demand. At this point, I am beginning to doubt the fairness of this process.

I also have a few questions regarding the firm:

Location and Jurisdiction: It appears that the firm may be based in Slovakia, given that I have received correspondence from there and the VIP manager is also located in Slovakia. However, the casino claims to operate under the laws of the Marshall Islands. After consulting with my lawyer, I was informed that Marshall Islands law does not apply to me as an EU citizen. If the firm is based or operating in Slovakia, I kindly request more detailed information about the firm’s operations, as I believe I am entitled to this information under EU regulations.

ADR Information: Could you please provide details about the casino’s Alternative Dispute Resolution (ADR) provider?

Insurance Clarification: I would also like to understand why I was not informed that my insurance had been canceled. This lack of transparency has caused significant confusion and frustration.

It has been more than four months since this issue arose, and I hope we can resolve this matter amicably. However, if no resolution is reached, I may need to pursue legal avenues to reclaim the funds owed to me.

Thank you for your attention to this matter, and I kindly ask for a prompt response to my queries. I look forward to your reply.

Best regards,

A**** U****

I hope you are how many times I have writte for insurance for different balances and he never confirmed directlly but he has seen it. And he did not say the insurance is invalid. And that does not apply?

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.