Playzilla Casino - Spelaren begär återbetalning efter att kontot förblir öppet.

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

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.

Is your account still open or has the casino closed it in the meantime?

It is still active.

Es ist noch aktiv.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello hagbardceline8541, 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 self-exclusion 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for raising this case.

We are terribly sorry to read about this accident. Our sincerest apologies go out to Harald for any inconveniences caused by it.

Please bear with us for some time while we carefully investigate the matter. We will post a detailed reply once we have gathered all the needed information.

Your patience is much appreciated.

Kind regards,

Playzilla Casino

Dear all,

Thank you for your patience during this time.

We kindly ask Harald to respond to the email we've sent him so we can move forward with the case.

Looking forward to hearing back from him!

Kind regards,

Playzilla Casino

I've answered the email. I hope I'll get a response soon.

Ich habe die Mail beantwortet. Ich hoffe das ich schnell Antwort darauf bekomme

Dear Harald,

Thank you for getting back to us.

We've sent you the email once more, please give us your response in the same email thread.

Your cooperation is much appreciated.

Kind regards,

Playzilla Casino

Dear hagbardceline8541, as I have not been CCed into this e-mail conversation, could you please let me know what did the casino propose and whether you are taking the offer? Just so I know what is going on, how is the complaint being handled and if I can help further or not. If needed, you can send me a message directly at matej.l@casino.guru. Thank you.

I couldn't accept the offer from Playzilla because it was too low for me. I've been waiting for another email ever since.

Ich habe das Angebot das von Playzilla kam so nicht annehmen können weil es mir zu niedrig ist. Ich warte seitdem auf eine weitere Mail.

Dear hagbardceline8541, thank you for bringing me up to speed.

After double checking the evidence you have provided, I have noticed that the original self-exclusion request has been sent to the wrong e-mail address: support@playzilla236410.com. The proper address is support@playzilla.com. This, unfortunately, means that the first time the casino actually got your self-exclusion request, would be the 1st July, which is possibly the reason for the refund amount offered being lower than you expected.

Dear Playzilla Casino, could you please confirm when was the player's account closed, whether any balance has been voided and if the account has been marked as "gambling addict" or with similar note, it will be impossible to reopen and that all the marketing communication will cease? Thank you.

Hello Matej

The email address support@playzilla236410.com I got it from chat support.

The image shows that https://playzilla236410.com/de/ is the domain you are redirected to when you visit playzilla.com. It also provides the email address. I never received a mailer daemon email after sending the email. So, Playzilla didn't just know about my gambling addiction on July 1st, but since the email to support@playzilla236410.com . Therefore, I cannot accept the offer that was made to me.

Best regards

Harald Kirr

Hallo Matej

Die Email-Adresse support@playzilla236410.com habe ich vom Chatsupport bekommen.

Auf dem Bild ist zu sehen das https://playzilla236410.com/de/ die Domain ist auf die weitergeleitet wird wenn man playzilla.com aufruft. Außerdem gibt es die Email-Adresse. Ich habe nachdem ich die Mail abgeschickt habe nie eine Mailer-Deamon mail bekommen. Playzilla wusste also nicht erst seit dem 1 Juli von meiner Spielsucht sondern seit der mail an support@playzilla236410.com . Deshalb kann ich das Angebot das mir gemacht wurde so nicht annehmen.

Mit freundlichen Grüßen

Harald Kirr

I just sent an Email accepting the offer

Thanks to both parties for the update!

Dear Playzilla Casino, please let us know once you process the refund on your end. Thank you.

Dear hagbardceline8541, while it is true that the German mirror is https://playzilla236410.com/ it doesn't automatically mean they also pay extra for linking the domain to an e-mail account or have the messages sent to this domain redirected to their main account. Especially since they have plethora of mirrors, this would be a costly endeavour. I have checked the website from three different VPNs and while the domain name had always some different number, e-mail address has been stated as support@playzilla.com on all of them.

Also be careful when talking to the live chat - in any casino. From my experience majority of the agents have no idea what they are doing and sometimes it feels they get their answers from a random sentence generator. I have asked the live chat in Playzilla what is the casino's e-mail address, and the response was "www.support@Playzilla.com" which upon further checks turned out to be completely wrong. For this reason I would advise always checking the real e-mail address directly from either the "Contact" page, casino's T&C or "Responsible gambling" page to ensure you are sending your messages to the real mailbox. This could potentially save you a lot of headaches in the future ;)

Dear hagbardceline8541, please let us know once you provide the bank details requested by the casino, so they can process your refund. Thank you.

Dear hagbardceline8541,

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.

I've sent Playzilla all the details three times now, but I've received no response, let alone the money.

Ich habe Playzilla jetzt schon 3 mal alle details geschickt. Aber es kam keine Antwort geschweige denn das Geld

Thank you for the confirmation.

Dear Playzilla Casino, please let us know once the payment has been processed on your end, or whether anything else is needed. Thank you.

I just did that.

Das habe ich soeben gemacht.

Dear Playzilla Casino, can you please let me know if there are further issues with the payment processing, that we can help with? Or was the information re-sent by the player (as posted above) enough to solve it?

Dear hagbardceline8541,

We are pleased to inform you that your payment has been successfully completed.

Thank you for your cooperation.

Kind regards,

Playzilla Casino Team

I would like to thank the Playzilla Casino Team for the confirmation.

Dear hagbardceline8541, please let us know once the payment has been received and whether you are satisfied with the outcome of this complaint. Thank you very much.

Dear hagbardceline8541,

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,
Matej
Casino.Guru