Playzilla Casino - Аккаунт игрока был закрыт без согласия.

Hi,

I had my Playzilla account permanently closed in May last year due to pathological gambling addiction, thus banning me from the site.

Without my consent, the player account was reopened out of the blue, and I lost a lot of money on the site as a result.

I am demanding a refund because the casino failed to comply with its player protection obligations.

Best regards

Hi,

ich habe mein Konto letztes Jahr im Mai wegen pathologischer Spielsucht auf Playzilla dauerhaft schließen lassen, um mich dort zu sperren.

Ohne meine Zustimmung wurde das Spielerkonto dann aus heiterem Himmel wiedereröffnet und ich habe sehr viel Geld dadurch auf der Seite verloren.

Ich verlange eine Erstattung des Geldes, weil das Casino ihrer Spielerschutzpflicht nicht nachgekommen ist.

Viele Grüße

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Dear player, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify if you informed the casino about your pathological gambling addiction? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Natalia

Hello Natalia,

I still have the request number from Playzilla support. I don't have the exact chat history as a transcript because I wrote in the live chat at the time that I wanted my account blocked due to gambling addiction. The account was then immediately deleted, and I didn't receive a transcript. Now all I have is this email below and the request number.

Hallo Natalia,

ich habe noch die Anfragenummer aus dem Support bei Playzilla. Den genauen Chatverlauf habe ich nicht als Protokoll, weil ich damals in den Livechat geschrieben habe, dass ich aufgrund von Spielsucht möchte, dass mein Konto gesperrt wird. Dann wurde sofort das Konto gelöscht und ich habe kein Protokoll bekommen. Jetzt habe ich nur noch diese Mail unten und die Anfragenummer.

I've now contacted Playzilla Support because I want the chat history for this number, 15407005. I still remember what I wrote.

Ich habe jetzt beim Playzilla Support nachgefragt, weil ich den Chatverlauf unter dieser Nummer 15407005 haben möchte. Ich erinnere mich noch, was ich geschrieben habe.

Dear player, do I understand correctly that the casino presumably closed your account upon your request on 24 May 2025? Unfortunately, we cannot verify if it was a valid self-exclusion request or a simple account closure request if you don't have any supporting evidence.

As I can see, you previously submitted a complaint for this casino in April 2025. You were making deposits in March 2025 and were able to withdraw 15,000 EUR. Can you please specify what kind of refund you are demanding now?

Hello, no, the account was closed on May 25, 2024, at my request. In the request, I stated that I wanted to close the account due to gambling addiction. I'm currently submitting a request to the casino to have the chat from that time sent to me.

After the complaint in April 2025, I was unable to withdraw EUR 15,000. Because the withdrawal took so long, I lost everything again.

I request a refund of all deposits I have made since my account was reopened, which I did not request.

Best regards

Hallo, nein das Konto wurde am 25. Mai 2024 auf meine Anfrage hin geschlossen. In der Anfrage habe ich geschrieben, dass ich das Konto wegen Spielsucht schließen will. Ich habe aktuell beim Casino eine Anfrage am laufen, durch die mir der Chat von damals geschickt werden soll.

Nach der Beschwerde aus dem April 2025 konnte ich nicht 15.000 EUR abheben. Auch weil die Auszahlung so lange gedauert hat, hatte ich alles wieder verspielt.

Ich fordere eine Erstattung aller Einzahlungen, die ich seit der nicht durch mich geforderten Wiedereröffnung meines Kontos gegeben hat.

Viele Grüße

Dear player, thank you for the clarification. The situation remains the same, as we need supporting evidence from you to be able to proceed with your complaint. Please let me know if you can forward me your original closure request email that you sent to the casino. My email is [email protected].

Can I also request that the casino show me the support request as part of my case? I've been put off for three weeks and only get answers like this:

Kann ich hier auch als Teil des Cases machen, dass das Casino die Support-Anfrage mir zeigen soll? Ich werde da seit 3 Wochen hingehalten und bekomme nur solche Antworten:

The casino responded to me today that my case is now being treated with priority, so I hope it won't take too long.

Das Casino hat mir heute geantwortet, dass mein Fall jetzt mit Prio behandelt wird, daher hoffe ich, dass es nicht mehr allzu lange dauert.

Hello Natalia,

I have forwarded you an email with the evidence.

Best regards

Hallo Natalia,

ich habe dir eine Mail mit den Beweisen weitergeleitet.

Viele Grüße

Dear player, thank you for your email. According to the responsible gambling policy, players are advised to send self-exclusion requests via email:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Can you please specify if you have ever contacted the casino support at [email protected] to inform them about your gambling addiction and request self-exclusion?

No, I didn't write an email to support because my account had already been blocked after I explicitly stated several times in the live chat that I wanted my account blocked due to gambling addiction.

As can be seen in the chat log, I was not informed of this, but it should be irrelevant whether I write it in the live chat or by email.

Nein, ich habe keine Mail an den Support geschrieben, weil mein Account ja dann schon gesperrt wurde, nachdem ich im Livechat mehrmals ausdrücklich geschrieben habe, dass ich den Account wegen Spielsucht gesperrt haben möchte.

Darauf wurde ich auch, wie im Chat-Protokoll zu sehen ist nicht hingewiesen, sollte aber auch irrelevant sein, ob ich es im Livechat schreibe oder per Mail.

I checked again. Since the account was reopened, even though I had myself blocked for gambling addiction and didn't want it reopened, I've lost €11,446 on the site.

Ich habe nochmal nachgeschaut. Seit dem das Konto wiedereröffnet wurde, obwohl ich mich wegen Spielsucht sperren lassen habe und keine Wiedereröffnung wollte, habe ich 11.446 Euro auf der Seite verloren.

Dear player, have you received any email from the casino upon your request to block your account in May 2024? Can you please forward me the confirmation from the casino that your account was blocked to [email protected]?

Do you recall the exact day when you were able to sign in to your account again? How did it happen? Have you received any promotional emails from the casino, or did you attempt to log in to your blocked account and successfully access it?

Please also confirm if your account is closed right now, and specify the date when it was closed.

Hi Natalia,

I forwarded you the email dated May 25, 2024, in which the casino confirmed the closure of my account.

My account is not currently closed.

On January 31, 2025, I received a text message from the Playzilla number that always sends me bonus offers, with a bonus offer. At the time, I thought my account had been deleted, so I tried logging in again, and it worked. Then I wanted to take advantage of the bonus offer by making a deposit, which caused me to fall back into my gambling addiction and continued to deposit.

So, starting January 31, 2025, I received all bonus offers again, even though I wanted to be permanently banned because of my gambling addiction.

Best regards

Finn

Hi natalia,

ich habe dir die Mail vom 25.05.2024 weitergeleitet, in der das Casino mir die Schließung meines Kontos bestätigt hat.

Mein Account ist aktuell nicht geschlossen.

Ich habe am 31. 01.2025 eine Textnachricht von der Playzilla-Nummer bekommen, die mir immer die Bonusangbote schickt, mit einem Bonusangebot. Zu dem Zeitpunkt dachte ich, dass der Account gelöscht wäre und habe anschließend versucht mich wieder einzuloggen und es hat geklappt. Dann wollte ich das Bonusangebot mit einer Einzahlung wahrnehmen und bin dadurch wieder in die Spielsucht verfallen und habe dann immer weiter eingezahlt.

Also ab dem 31.01.2025 habe ich dann wieder alle Bonusangebote bekommen, obwohl ich mich dauerhaft wegen meiner Spielsucht sperren lassen wollte.

Viele Grüße

Finn

Hello Natalia,

I have now forwarded the email from May 25, 2024, regarding the closure of my Playzilla account to you. Please excuse the delay.

Best regards

Hallo Natalia,

ich habe die Mail der damaligen Schließung meines Kontos von Playzilla vom 25.05.2024 jetzt an dich weitergeleitet. Bitte entschuldige die Verzögerung.

Viele Grüße

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello bludiadax, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Playzilla Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with reopening the self-exclusion account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear bludiadax,

Thank you for bringing this matter to our attention. After a careful review of the situation, we would like to inform you that the account has been closed, taking into consideration the circumstances of the case.

We would also like to inform you that we have initiated a thorough investigation into the case.

We sincerely appreciate your patience and understanding while this process is being completed.

Kind regards,

Playzilla Casino Team

Dear Playzilla team,

My account was permanently blocked on May 25, 2024, for gambling addiction prevention purposes. Despite this permanent block, my account was reactivated in January 2025 without my consent after I received a bonus offer.

I was able to log in again and lost over €10,000. This constitutes a clear violation of the player protection obligations under Section 6 of the Interstate Gambling Treaty 2021.

I therefore demand a full refund of all deposits and losses incurred after May 25, 2024, and request confirmation and a deadline for the repayment.

Best regards

Sehr geehrtes Playzilla-Team,

mein Konto wurde am 25. Mai 2024 dauerhaft wegen Spielsuchtprävention gesperrt. Trotz dieser permanenten Sperre wurde mein Konto im Januar 2025 ohne meine Zustimmung reaktiviert, nachdem ich ein Bonusangebot erhalten hatte.

Ich konnte mich erneut einloggen und verlor über 10.000 €. Dies stellt einen klaren Verstoß gegen die Spielerschutzpflichten nach § 6 GlüStV 2021 dar.

Ich fordere daher die vollständige Rückerstattung sämtlicher Einzahlungen und Verluste, die nach dem 25. Mai 2024 entstanden sind, und bitte um Bestätigung sowie eine Frist für die Rückzahlung.

Viele Grüße

Dear Playzilla Casino,

According to the evidence provided by the player, the ticket number 15407005 is confirming account closure on 25th May 2024. If this was a self-exclusion closure and the player has stated gambling addiction or showed clear signs of distress, then I would like to ask if the account can be permanently closed again, marked as "gambling addict" or with similar note to ensure the player will not be able to reopen this account, blacklist the credentials to prevent re-registration, cease the marketing communication and I would like to suggest refunding all the deposits (minus withdrawals and winnings) that happened since the reopening of the account.

Cashier history showing deposits and withdrawals for this period, as well as any supporting evidence can be sent directly to me at [email protected], if needed.

Dear Matej,

Thank you very much for your message and for bringing this matter to our attention.

We kindly ask for a little more time to carefully review all the relevant details and internal records before providing a full update.

We truly appreciate the patience and understanding of both the player and the CasinoGuru team while we complete this process.

Kind regards,

Playzilla Casino Team

Dear Matej,

Dear representatives of Playzilla,

Thank you very much for the feedback so far.

Since five days have passed since the casino's last response, I would like to politely inquire about the current status of the investigation.

As a reminder:

My account was permanently closed on May 25, 2024, for gambling addiction prevention purposes, but was reactivated in January 2025 without my consent, whereupon I deposited and lost 11,446.

I therefore request once again a clear statement and a refund of the losses incurred since the unlawful reopening.

I am available for any questions and look forward to a prompt reply.

Thank you in advance.

Best regards

Lieber Matej,

liebe Vertreter von Playzilla,

vielen Dank für die bisherigen Rückmeldungen.

Da seit der letzten Antwort des Casinos nun fünf Tage vergangen sind, möchte ich freundlich nach dem aktuellen Stand der Untersuchung fragen.

Zur Erinnerung:

Mein Konto war seit dem 25. Mai 2024 dauerhaft wegen Spielsuchtprävention geschlossen, wurde jedoch im Januar 2025 ohne meine Zustimmung reaktiviert, woraufhin ich 11.446 eingezahlt und verloren habe.

Ich bitte daher erneut um eine klare Stellungnahme und um eine Rückerstattung der Verluste seit der unrechtmäßigen Wiedereröffnung.

Ich stehe für Rückfragen jederzeit zur Verfügung und freue mich über eine zeitnahe Antwort.

Vielen Dank im Voraus.

Viele Grüße

Dear All,

We would kindly like to apologize for the delay.

Please be assured that your case has been forwarded with priority and we expect further updates as soon as possible.

We will contact you in the nearest time with further information.

Thank you for your patience and understanding.

Kind regards,

Playzilla Casino Team

Dear Playzilla Casino, the investigation has been going on more than 10 days. Do you have any conclusions or finding you can share, pelase? Also, any kind of sensitive information can be sent to me directly at [email protected] if needed. Thank you.

Dear Casino Guru Team,

Thank you for your message.

The investigation is still ongoing, and we are currently reviewing the remaining details. We kindly ask for a bit more time to ensure an accurate and well-supported conclusion.

Thank you for your patience and understanding.

We will update you as soon as possible.

Kind regards,

Playzilla Casino Team

Dear Matej,

Thank you very much for your support in this matter.

I have now received a settlement offer from Playzilla. The offered settlement of €2,430 covers my losses from October. However, it is significantly less than my actual total losses of €11,446, which resulted from the unauthorized reopening of my permanently self-excluded account.

To clarify:

My original closure request of May 25, 2024, explicitly included the following points:

– permanent account closure,

– for gambling addiction prevention,

– I don't want to become a gambling addict,

– the situation is already starting to become problematic.

The closure was confirmed in writing by Playzilla ("your account has been closed upon your request").

It was never mentioned that this lockdown was only temporary or voluntary, or that a reopening would be possible.

From my point of view – and in accordance with the common standards of player protection – this is clearly a self-exclusion that should not have been lifted.

I am generally open to an amicable solution, however, the current offer is not appropriate given the documented loss of €11,446.

I therefore politely request that CasinoGuru continue the mediation process until a fair and satisfactory solution is reached.

Thank you for your support.

Lieber Matej,

vielen Dank für Ihre Unterstützung in diesem Fall.

Ich habe nun ein Vergleichsangebot von Playzilla erhalten. Das angebotene Settlement in Höhe von 2.430 €, also meine Verluste aus dem Oktober. Es liegt jedoch deutlich unter meinen tatsächlichen kompletten Verlusten von 11.446 €, die durch die unrechtmäßige Wiedereröffnung meines dauerhaft selbstgesperrten Kontos entstanden sind.

Zur Klarstellung:

Mein ursprünglicher Schließungsantrag vom 25. Mai 2024 enthielt ausdrücklich folgende Punkte:

– permanente Kontoschließung,

– wegen Spielsuchtprävention,

– ich möchte nicht spielsüchtig werden,

– die Situation beginnt schon problematisch zu werden.

Die Schließung wurde von Playzilla schriftlich bestätigt („your account has been closed upon your request").

Es wurde zu keinem Zeitpunkt erwähnt, dass diese Sperre nur vorübergehend oder freiwillig sei oder dass eine Wiedereröffnung möglich wäre.

Aus meiner Sicht – und entsprechend den gängigen Standards des Spielerschutzes – handelt es sich klar um eine Selbstsperre, die nicht hätte aufgehoben werden dürfen.

Ich bin grundsätzlich zu einer einvernehmlichen Lösung bereit, jedoch ist das derzeitige Angebot angesichts eines dokumentierten Verlusts von 11.446 € nicht angemessen.

Ich bitte CasinoGuru daher höflich, das Vermittlungsverfahren fortzuführen, bis eine faire und zufriedenstellende Lösung erreicht ist.

Vielen Dank für Ihre Unterstützung.

Thank you for the details, bludiadax. Since the casino representative is seemingly just stalling for time and that is not what we expect from a casino with such a high safety rating as Playzilla is sporting right now, I will now try to contact someone from the management, to see if we can get any kind of response. Please do not accept the offer yet, as that would prevent me from further mediation. Thank you.

Dear Matej and bludiadax,

Thank you for your continued cooperation.

Following a renewed and detailed review of the case, we would like to provide a clarification regarding the financial assessment.

The player stated that the total loss for the relevant period amounts to €11,446.

After verifying all transactions, including the successful withdrawals made during the same timeframe, the correct net loss is €10,504.

We confirm that we are prepared to reimburse the full amount of €10,504 as a final resolution to this case.

We kindly ask the player to let us know whether this proposed solution is acceptable so that we can proceed without delay.

Thank you once again for your assistance and cooperation.

Kind regards,

Playzilla Casino Team

Dear Matej,

Dear Playzilla Casino,

Thank you for your support.

I accept the offer of €10,504.

I request that Playzilla inform me what further information they require so that the payout can be processed as quickly as possible.

Many thanks to both sides for the clarification.

Lieber Matej,

Liebes Playzilla Casino,

vielen Dank für Ihre Unterstützung.

Das Angebot über 10.504 € akzeptiere ich.

Ich bitte Playzilla, mir mitzuteilen, welche Angaben sie noch benötigen, damit die Auszahlung schnellstmöglich erfolgen kann.

Vielen Dank an beide Seiten für die Klärung.

This is great news, and I would like to thank the Playzilla Casino Team for resolving the matter. Please, let us know once the refund has been processed on your end. Thank you.

Dear bludiadax,

We are very glad that we could reach a resolution to your satisfaction.

Please note that we have just sent you an email with the next steps required to proceed with your refund.

Kindly check your inbox, and once we receive the requested information, we will continue the process without delay.

Thank you once again for your cooperation.

Kind regards,

Playzilla Casino Team

Hello everyone,

I have now received the money.

The problem was thus solved.

Many thanks to everyone involved!

Best regards

Hallo zusammen,

ich habe das Geld nun erhalten.

Das Problem wurde damit gelöst.

Vielen Dank an alle Beteiligten!

Viele Grüße

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bludiadax,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej