The player from Germany had his account reopened by the casino without his consent, which led him to deposit and lose 1600 EUR. After multiple inquiries, the casino closed the account again but did not offer compensation for their error and withheld information about the licensor. The Complaints Team facilitated communication with the casino, resulting in the player receiving a refund of 1600 EUR. The casino also confirmed that the player's account was closed with a note regarding gambling addiction, ensuring no option for reopening and cessation of all marketing communication. Unfortunately, the player did not confirm reception of the refund and stopped communication whatsoever, leading to this complaint being marked as 'rejected'.
Playzilla Casino - Player’s account has been closed again.
Amount: €1,600
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I closed my account in 2023 because I considered my gaming behavior to be problematic,
not to be tempted to deposit money there again. On February 6, 2025, I received an email from the casino that
my account was reopened. Unfortunately, I fell back into old habits and
I deposited a total of 1600 EUR and lost it completely. I wrote to the casino and complained
complained that my account was reopened without my consent. In the chat I was informed that
this was due to an error on the part of the casino and the matter is being taken care of.
It took about 3 weeks and dozens of requests in the chat until I received an email telling me that
account has now been closed again. For future damages caused by your reopening,
not arise, but there was no mention of compensation for errors on the part of the casino.
They also sent me links to responsible gaming, which you can use to fulfill your obligations very
I take seriously. There was no response to further inquiries, and when I asked who the licensor was, I was
informed me that this information would not be made available to me.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Dear Lance,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playzilla Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you informed the casino about having any gambling problems or struggled to control your gambling in the past, before your chat with them on February 8th?
- Would you be able to supply proof the casino knew about these issues in the past?
- Do I understand correctly the casino closed your account again on February 22nd? Have you been able to deposit in between these dates?
- Send supporting evidence, emails, or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 months ago
Translation
Hello, yes, I have unfortunately lost a lot of money over the past four years, and my gambling behavior was no longer normal. As in this case, I have sometimes lost €1,000 or more within a few days. This is especially true at casinos that apparently don't care at all whether my behavior is still normal, even if they claim otherwise. In 2023, I had the account closed on the grounds that I did not consider my gambling behavior to be normal. Since I communicated this via chat at the time, I probably no longer have any proof of this. However, I did inform the casino again on February 7 and 8, 2025, when only about €500 had been deposited, but the account was not closed, and they did not protect me from depositing more. It is true that the casino closed the account on February 22, even though I had already contacted them on February 7. Apparently, a closure via chat was not possible. I did contact them on February 9. I deposited for the last time, but I assume it would have been possible until February 22nd. I stopped because my credit card was maxed out; otherwise, I might have deposited more. The chats from February 7th and 8th are available; I'll add them this evening.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Thank you very much, Lance, for providing the necessary information. 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.
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Hello Lance, 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 a self-excluded account and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent by the casino directly to me at [email protected].
Thank you for your patience and cooperation in advance.
Public
Casino representative
Public
3 months ago
Dear Lance,
Thank you for your patience. I have forwarded this issue to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Playzilla Team
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Thank you for the response and looking into this issue for us, Playzilla Team! Very much appreciated. :)
Please, let us know as soon as you have the details ready. In case of sensitive information, that can be sent to me directly at [email protected]. Thank you.
Public
Casino representative
Public
3 months ago
Dear Lance,
Kindly be advised that the refund of 1600 EUR has been paid from out side into your bank account.
Thank you for the patience and have a great day.
Best Regards,
Playzilla Team
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Thank you very much for looking into this for us, Playzilla Team! Much appreciated. :)
Can you please confirm the player's account has been also closed with a note about gambling addiction, without an option for re-opening, and that all marketing communication will cease?
Dear Lance, please let us know once you receive the refund, so we can close the complaint. Thank you.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear Lance,
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.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear Lance, have you received your refund yet?
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Unfortunately, Lance has not responded to my messages and questions. Consequently, I am unable to investigate further and have no choice but to 'reject' this complaint.
The player can reopen this complaint at any time.
I would like to also thank the Playzilla Team for stepping up and dealing with this issue for us. Much appreciated! :)
