Playzilla Casino - Игрок требует возврата средств, хотя счет остается открытым.

I informed Playzilla Casino in March that I was addicted to gambling. I lost about €2,500 in one night. My account was not closed, even though I contacted the chat and then sent an email as advised. I could have continued gambling, but now I've relapsed.

This time it’s about 6100 euros.

I would like this refunded.

There has been no response to my emails since Tuesday morning.

Ich habe Playzilla Casino im März mitgeteilt das ich Spielsüchtig bin. Damals habe ich ca 2500 Euro in einer Nacht verspielt. Mein Konto wurde nicht geschlossen obwohl ich den Chat kontaktiert habe und im Anschluss wie mir dort geraten wurde eine Mail geschrieben habe. Ich könnte weiterspielen und hatte jetzt einen erneuten Rückfall.

Diesmal geht es um ca 6100 Euro.

Diese möchte ich zurückerstattet haben.

Auf meine Mails wurde seit Dienstag morgen nicht geantwortet.

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).

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 veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

I just sent them the email I sent in March. I never received a response to my email to Playzilla.

Ich habe ihnen die Mail die ich im März verschickt habe gerade zukommen lassen. Ich habe nie eine Antwort auf eine Mail an Playzilla bekommen.

Thank you for your email.

May I ask if you have tried contacting the casino’s customer support more than once after not receiving a response to your initial request?

Have you also attempted to use the casino’s live chat to request a self-exclusion?

Your answers will help us better understand your situation and determine the next steps.

I first tried the live chat. The response I got was that I had to write an email. I was in the situation of having just lost over 2,500 euros in a very short period of time.

I then wrote the email, but it was ignored. Instead, I even received a VIP supporter and bonuses that encouraged me to play at the casino again. Instead of closing my account as requested, I was given incentives to continue playing. I've been struggling with my gambling addiction for a long time and couldn't resist.

Ich habe es zuerst über den Live Chat probiert. Dort kam die Antwort ich muss eine Email schreiben. Ich war in der Situation gerade über 2500 Euro in sehr kurzer Zeit verloren zu haben.

Ich habe die Mail dann verfasst aber sie wurde ignoriert. Ich habe stattdessen sogar einen VIP Betreuer bekommen und Boni die mich wieder zum Spielen in dem Casino animiert haben. Anstatt mein Konto wie gewünscht zu schließen wurden mir als Anreize gemacht weiterhin zu spielen. Ich kämpfe schon lange mit meiner Spielsucht und konnte dem nicht widerstehen.

After my last loss, I chatted with support at least 20 times. They always told me they couldn't do anything and that I should contact or S I've sent several emails to both addresses but haven't received a response. My VIP supporter also informed me via WhatsApp that he's no longer responsible for me. However, no new supporter has contacted me yet.

Nach meinem letzten Verlust habe ich bestimmt 20 mal mit dem Support gechattet. Dort wurde immer nur gemeldet sie könnten nichts tun und ich solle mich per Mail an vip@playzilla.com oder Support@playzilla.com wenden. Ich habe mich mit mehreren Mails an beide Adressen gewendet aber nicht eine Antwort bekommen. Auch mein Vip Betreuer hat per WhatsApp mitgeteilt das er nicht mehr für mich zuständig ist. Es hat sich aber bis jetzt keine neuer Supporter gemeldet.

Thank you for the information. Please forward me the conversations with your VIP manager and with the live chat support regarding your requests to close your account at veronika.f@casino.guru. We need as much evidence of your requests as possible. Thank you for your cooperation.

I sent you the mails I sent to vip@playzilla.com and support@playzilla.com. Also a chat transcript. I did not get a transcript of all the chats I was in. But those were about 20 and they were all very similar. The agent always tells me I will get a mail very soon. But nothing happens.

The only Mails I get are trying to make me gamble more. I got like 5 mails telling me I can gat a bonus or free spins if I add more funds to my account. They try to lure me to gamble more although I told them like 25 Times I am an addict.