Playzilla Casino - Сметката на играча остава отворена въпреки искането за закриване.

Hello everyone, dear Casino Guru team. I registered with Playzilla a few months ago to test the casino. I quickly realized that I was losing a lot of money far too fast and couldn't manage it. Due to my spending, I quickly climbed to the VIP level, so I had to send my requests to the responsible VIP manager. I repeatedly asked, almost begged, him to permanently close my account to protect me, and I confirmed this several times via email, as they requested.

Unfortunately, they kept making me deposit more money and didn't comply with my request. In the last few weeks, I've lost another €20,000 there.

Can you please help me?

Hallo zusammen liebes Casino Guru Team. Ich habe mich vor wenigen Monaten bei playzilla angemeldet um das Casino zu testen. Ich habe dann recht schnell gemerkt, dass ich viel zu schnell viel Geld verliere und aktuell nicht damit umgehen kann. Ich war aufgrund meiner Ausgaben sehr schnell im VIP Level geklettert, so dass ich meine Anfragen an den zuständigen VIP Manager schicken musste. Ich habe ihn dann mehrfach gebeten und fast schon gebettelt meinen Account bitte unwiderruflich zu schließen um mich siehst zu schützen und auch wie sie wollten dies mehrfach per Mail bestätigt.

leider haben sie mich immer weiter einzahlen lassen und sind dieser bitte nicht nachgekommen. Mittlerweile habe ich in den letzten Wochen weitere 20k dort verbrannt.

könnt ihr mir bitte helfen?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Attila

Hello,

I also sent them an email about this yesterday.

Best regards

Hallo,

hatte ihnen gestern hierzu auch noch eine Mail geschrieben.

viele Grüße

Thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Playzilla Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Attila

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru