The player from Austria informs Playzilla of her gambling addiction and legal incapacitation, yet the casino fails to block her account, allowing her to deposit an additional €3,000 despite her warnings. She has received no response to her communications and seeks assistance.
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
Opened
Current status
Waiting for Casino Guru to reply
3d 23h 45m 22s
Case summary
3 days ago
Public
Public
4 days 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
3 days 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
Casino Guru is examining the case
