HomeComplaintsPlayzilla Casino - Player’s account has been closed again.

Playzilla Casino - Player’s account has been closed again.

Amount: €1,600

Playzilla Casino
Submitted: 11 Mar 2025
Opened Current status

Waiting for Casino Guru to reply

2d 20h 2m 45s

Case summary

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.

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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:
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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

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Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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