The player from Germany informed Playzilla Casino about his gambling addiction in March but his account remained open despite his request for closure. He has since lost an additional €6,100 and is seeking a refund, yet has received no response to his emails.
Playzilla Casino - Player seeks refund after account remains open.
Playzilla Casino
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Current status
Waiting for Casino Guru to reply
6d 18h 17m 31s
Case summary
5 hours ago
Public
Visitor
Public
19 hours ago
Translation
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.
Automatic translation:
Public
Complaint Specialist
Public
5 hours ago
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 [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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