Playzilla Casino - Zahtev za zatvaranje igračevog naloga ostaje ignorisan.

Hello,

First of all, I am addicted to gambling and have lost all control. Therefore, on September 20, 2025, at 10:38 PM, I contacted support at support@playzilla.com I wrote to them asking them to close my account. Unfortunately, I haven't received any response to this day, and I've relapsed, losing another €4,400.

I therefore call on Playzilla to take responsibility for this, as they advertise responsible gaming. I simply don't feel supported by this provider at all and don't know what to do.

I'm addicted and support from her simply doesn't exist.

Hallo,

vorab schonmal ich bin spielsüchtig und habe jegliche Kontrolle verloren. Deshalb habe ich am 20.09.2025 22:38 Uhr den Support unter support@playzilla.com angeschrieben mit der bitte mein Konto zu schließen. Bis heute gibt es leider keine Rückmeldung und ich bin Rückfällig geworden und habe dadurch nochmal 4400 € verloren.

Ich fordere daher Playzilla auf dafür gerade zu stehen da sie ja mit Verantwortungsvollem Spielen werben. Ich fühle mich von diesem Anbieter einfach so garnicht unterstützt und weiß nicht was ich tun soll.

Ich bin süchtig und eine Unterstützung ihrerseits existiert einfach nicht.

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Hello,

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 tried contacting support after you learned your self-exclusion request wasn't granted?
• Have you tried sending more emails to casino support again?
• Could you please advise when was the last time the casino allowed you to deposit?

I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Playzilla Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@playzilla.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Last deposit was this morning.

I didn't contact her again.

Hallo,

Letzte Einzahlung war heute morgen.

Kontaktiert habe ich sie kein weiteres Mal.

Playzilla contacted me and offered me a weekly or two-week break. My request for an immediate ban due to gambling addiction was not immediately accepted.

Confirmation of blocking was sent again.

Playzilla hat sich gemeldet. Und mir angeboten eine wöchentliche Pause oder 2 wöchige einzulegen. Mit der Bitte auf sofortige sperre aufgrund von spielsucht wird nicht direkt eingegangen.

Bestätigung um sperre wurde erneut versendet.

Was your player's account blocked after you confirmed your decision via email on October 8th?

Please let me know.

Yes, it was blocked yesterday.

Ja wurde gestern gesperrt.

Thanks for the update.

I’d like to explain to 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 the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

If you haven't informed the casino about your gambling addiction prior to making the deposits you wish to have refunded, we are unfortunately unable to assist you with a refund request.

• Please let me know if there were any deposits made after the time you informed the casino about your gambling addiction.

Thanks in advance for your reply.

So, I had only requested a ban without mentioning my gambling addiction. The aforementioned €4,400 was subsequently deposited and lost. It wasn't until the second time that I was actually banned.

Also ich hatte nur um eine sperre gebeten ohne angaben der spielsucht. Da wurden dann nachträglich die genannten 4400€ eingezahlt und verspielt. Erst beim zweiten mal wurde ich wirklich gesperrt.

Thanks for the confirmation.

I understand it's not at all obvious how to act and what words to use in order to be protected. We believe the casino has an obligation to protect you if you inform them about your gambling issues. Without this condition, supported by evidence, we are unfortunately unable to confront the casino further.

Make sure to take advantage of the tools and advice in our articles about responsible gambling https://casinoguru-de.com/ratgeber-verantwortungsvolles-spielen

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casino in the future.