The player from Germany had an issue where he won €450 after depositing €250 but encountered account deactivation after requesting a withdrawal. Despite reaching out to customer service via email and live support, he was left waiting for a response. The Complaints Team investigated and found evidence of multiple accounts linked to the player, leading to the conclusion that the casino's actions were justified. Consequently, the complaint was rejected, and the player was advised against such behavior to avoid future issues with casinos.
Playzilla Casino - Player's account is closed after withdrawal attempts.
Amount: €850
Playzilla Casino
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9.3
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Dear Sir/Madam,
I am encountering an issue with Playzilla online casino.
Two days ago, I created an account and deposited a total of €250. Over these two days, I won €450 each day.
On the first day, I requested a withdrawal of €450 to my account.
On the second day, I won again and attempted to withdraw the amount 6 hours later.
However, later when I tried to log in, a message appeared saying: USER IS DEACTIVATED.
What should I do now and what can I expect from customer service? I have sent an email and contacted live support, and they told me to wait.
I find this all a bit suspicious, which is why I am writing in this forum.
What would you do in my situation?
Attached are screenshots of my transaction history and my card as proof.
These are screenshots from my online banking.
Best regards,
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4 months ago
Dear HansPeter110,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Was your account verified?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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4 months ago
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Hi, I played slot games, I wasn't asked to verify and I didn't verify myself. I didn't use a bonus or anything like that.
The payouts also consist of pure credit and not any bonuses.
lg
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4 months ago
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I just received an email from Playzilla saying that my account has been closed due to suspected fraud.
what kind of bullshit is this.
Why would you let someone make a deposit if you suspect something?
Such a crap.
I hope you can help me.
I'm uploading a screenshot of the email here.
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4 months ago
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good morning,
new status of my page. I have just received an email that €200 has been paid out, which I firstly did not request and secondly has not been transferred to my account.
Any emails sent to Playzilla always get talked around and the same thing said.
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4 months ago
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Here is another live chat with support, they supposedly transferred money to some account but I didn't receive anything, which I can also prove 
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4 months ago
Thank you very much, HansPeter110, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.
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4 months ago
Hello there,
Thank you HansPeter110 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Playzilla Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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4 months ago
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Hello dear Casinoguru team,
what happens if Playzilla doesn't respond in time.
regards
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3 months ago
Dear Peter,
Thank you for reaching out.
Please be informed that we sent you an email to peter.c@casino.guru.
Looking forward to your reply.
Best regards,
Customer Support
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3 months ago
Thank you for providing the evidence Playzilla Casino representative.
Dear HansPeter110, the casino has provided me with evidence of multiple accounts. I strongly advise against such behaviour as it can lead to your blocking in most of the casinos in the industry. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
