The player from Germany had his account reopened by the casino without his consent, leading him to deposit and lose 1600 EUR. After multiple inquiries, the casino closed the account again but did not offer compensation for their error and withheld information about the licensor.
Playzilla Casino - Player’s account has been closed again.
Amount: €1,600
Playzilla Casino
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Case summary
4 days ago
Public
Public
4 days ago
Translation
I closed my account in 2023 because I considered my gaming behavior to be problematic,
not to be tempted to deposit money there again. On February 6, 2025, I received an email from the casino that
my account was reopened. Unfortunately, I fell back into old habits and
I deposited a total of 1600 EUR and lost it completely. I wrote to the casino and complained
complained that my account was reopened without my consent. In the chat I was informed that
this was due to an error on the part of the casino and the matter is being taken care of.
It took about 3 weeks and dozens of requests in the chat until I received an email telling me that
account has now been closed again. For future damages caused by your reopening,
not arise, but there was no mention of compensation for errors on the part of the casino.
They also sent me links to responsible gaming, which you can use to fulfill your obligations very
I take seriously. There was no response to further inquiries, and when I asked who the licensor was, I was
informed me that this information would not be made available to me.
Automatic translation:
Public
Public
4 days ago
Dear Lance,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playzilla Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you informed the casino about having any gambling problems or struggled to control your gambling in the past, before your chat with them on February 8th?
- Would you be able to supply proof the casino knew about these issues in the past?
- Do I understand correctly the casino closed your account again on February 22nd? Have you been able to deposit in between these dates?
- Send supporting evidence, emails, or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
