The player from Austria informed Playzilla of her gambling addiction and legal incapacitation, yet the casino failed to block her account, allowing her to deposit an additional €3,000 despite her warnings. She received no response to her communications and sought assistance. The Complaints Team extended the inquiry period to allow for further communication, but ultimately rejected the complaint due to the player's lack of response to follow-up questions, preventing further investigation into the matter.
Playzilla Casino - Player's account remains active despite self-exclusion request.
Amount: €3,000
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
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Dear Casino Guru Team,
I have informed Playzilla that I suffer from gambling addiction and that I am also partially legally incapacitated, which I can prove through court-ordered reports.
I reported this both via online chat and by email. However, I never received a response to my email. The chat simply told me that my request was being handled by the relevant department.
Despite this clear warning, Playzilla did not block my account and continued to allow me to deposit another €3,000. According to the principles of responsible gaming, this should never have happened.
To date, I have received no response from this provider. I urgently request your support.
Best regards
Automatic translation:
Public
Public
1 month ago
Hello Austria,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Playzilla Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- When exactly did you request for self-exclusion?
- Is your account currently closed?
- When was the last time you spoke to the casino and what was it about?
Please note that self-exclusion request is not instant as the casino has to process your request and might take a few days (especially during weekends). Any funds deposited shortly after your request are non-refundable.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Translation
Hello Nick,
I deposited again about five hours after my email, even though I had already clearly stated in the chat five hours earlier that I was suffering from a gambling addiction. The agent was therefore aware of my situation, but did not block my account. At this point, at the very latest, they should have intervened and prevented further deposits, in accordance with the principles of responsible gaming.
The casino failed to respond appropriately to my notification. According to standard player protection guidelines, a provider is obligated to take immediate action if there is evidence of gambling addiction. The fact that I was able to deposit again despite this constitutes a clear breach of due diligence.
In addition, there is a court report confirming my partial legal incapacity. This renders the gambling contracts I have entered into legally void, as a contract can only be validly concluded with legally competent individuals. I would be happy to send you this report.
To date, I haven't received a response to my email, and I've been waiting for a week now. My account was only blocked 72 hours after my initial report, even though you knew about my gambling addiction well in advance. Furthermore, I haven't received a verification request yet, as I immediately informed the casino that I was ill.
Lack of transparency: I couldn't find a regulatory authority for this casino with which I could file an official complaint. If you have any further information, please let me know. The mere fact that the casino hasn't responded to my emails within 7 days demonstrates how shady their approach to player protection is.
I request a prompt and appropriate response to my request.
Best regards
Automatic translation:
Public
Public
3 weeks ago
Dear Austria,
If your account was closed within 72 hours of your request, this timeframe is considered acceptable. As mentioned previously, player emails must be processed first, which may take longer—especially during weekends.
The casino is required to take action once they process your request, but this is not always immediate. Unfortunately, any funds deposited shortly after your self-exclusion request are non-refundable.
As the casino has followed the proper procedure, is there anything else we can assist you with?
Regards,
Nick
