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
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
Playzilla Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Opened
Current status
Waiting for player to reply
5d 11h 18m 38s
Case summary
yesterday
Public
Public
1 week 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
1 week 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
Public
Public
1 week ago
Translation
Hello, yes, I have unfortunately lost a lot of money over the past four years, and my gambling behavior was no longer normal. As in this case, I have sometimes lost €1,000 or more within a few days. This is especially true at casinos that apparently don't care at all whether my behavior is still normal, even if they claim otherwise. In 2023, I had the account closed on the grounds that I did not consider my gambling behavior to be normal. Since I communicated this via chat at the time, I probably no longer have any proof of this. However, I did inform the casino again on February 7 and 8, 2025, when only about €500 had been deposited, but the account was not closed, and they did not protect me from depositing more. It is true that the casino closed the account on February 22, even though I had already contacted them on February 7. Apparently, a closure via chat was not possible. I did contact them on February 9. I deposited for the last time, but I assume it would have been possible until February 22nd. I stopped because my credit card was maxed out; otherwise, I might have deposited more. The chats from February 7th and 8th are available; I'll add them this evening.
Automatic translation:
Public
Public
yesterday
Thank you very much, Lance, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Lance has 5d 11h 18m 38s to reply
