The player from Switzerland had a gambling block and acknowledged losing money due to addiction while playing at PlayZilla Casino. They inquired about the possibility of recovering their lost funds. The complaint was rejected due to the player's failure to request a self-exclusion from PlayZilla Casino and a lack of response to follow-up inquiries. Without sufficient information or communication from the player, the investigation could not proceed.
Playzilla Casino - Player seeks to recover lost money after self-exclusion.
Amount: 2,500 CHF
Playzilla Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
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1 month ago
Translation
Hello dear Guru Team! I have a gambling block and can't play in any other casino except PlayZilla Casino. I know it's my fault, but because I'm addicted, I lost a lot of money. Is it possible to get my money back?
Automatic translation:
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1 month ago
Dear Marcel001,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Playzilla Casino.
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Playzilla Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
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1 month ago
Translation
Hello Nick, No, the self-exclusion was not at the Play Zilla casino and unfortunately I don't remember where it was. Best regards, Marcel
Automatic translation:
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1 month ago
Dear Marcel001,
Unfortunately, if you did not request a self-exclusion from Playzilla Casino or inform them of any gambling-related issues or addiction, there is no basis for a refund.
Please let me know if there’s anything else I can assist you with.
Best regards,
Nick
