Playzilla Casino - Player’s self-exclusion requests has not been honoured.

Hallo,

ich habe mich bei Playzilla schon über 20 mal gesperrt und wieder entsperrt trotz der Bitte das ich Lebenslang gesperrt werden möchte kommt entweder ein Bonus oder ich kann mit einer einfachen Mail mich wieder ensperren. Durch die sucht die ich habe bringt das nichts und das ist meiner Meinung nach nicht richtig mindestens 2500€ sind deshalb weg.

mit freundlichen Grüßen

Dear lkjol,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

When exactly did you request to be self-excluded for the first time?

Could you please confirm that you passed the full KYC verification?

Could you please forward me the first self-exclusion request you sent to the casino along with the response you received from the casino? My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your emails. However, I need emails with a request to be self-excluded from Playzilla Casino due to gambling addiction. For now, you have only forwarded me the emails regarding the reopening of your casino account.

Thank you for your emails. However, even in these messages, you have not directly mentioned gambling problems as the reason for your account closure. I understand that you might have stated addiction in chats, but we need solid evidence - either chat transcripts or screenshots of your conversations with customer support.

Thank you for the screenshots of your chat. However, I cannot see the exact date the screenshots were made. Do you have any other screenshots or chat logs that show this information so that we can determine the exact date of your first self-exclusion request?

Dear lkjol,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.