Playzilla Casino - Die Schließung des Spielerkontos hat sich verzögert.

On May 6, 2025, I submitted a request to close my gaming account due to gambling addiction.

That same day, I received a response asking me to agree to the exclusion. I did so immediately.

However, my account was only closed on May 20, 2025, after I sent further emails stating that the casino had not complied with my exclusion and that I was requesting a refund.

I have deposited another €275 by May 20, 2025.

Ich habe am 06.05.2025 eine Anfrage gestellt zur Schließung meines Spielkontos wegen Spielsucht.

Am gleichen Tag habe ich eine Rückmeldung erhalten das ich dem Ausschluss zustimmen soll. Dies habe ich dann auch sofrt erledigt.

Jedoch wurde mein Konto erst am 20.05.2025 geschlossen nachdem ich weitere Emails gesendet habe das, dass Casino meinem Ausschluss nicht nachgekommen ist und ich eine Rückerstattung verlange.

Ich habe nämlich bis zum 20.05.2025 weitere 275€ eingezahlt.

Dear Player,

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 received any response to your refund request from the casino?
• Do I understand correctly that the last time the casino allowed you to deposit was on May 15th?

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

On May 15, I deposited €275. I also received a response regarding my refund request: Alex (Playzilla)

May 20, 2025, 19:37 EEST

Dear Mr. Schulz,

Thank you for your reply.

Your account has now been closed at your request. Your refund request has been forwarded to the appropriate department for review, and you will be notified via email as soon as there is an update. Thank you for your understanding.

If you have any further questions, please do not hesitate to email us at or contact us via live chat.

Best regards,

Your customer service team

Playzilla

Am 15.05 habe ich 275€ eingezahlt.. Ich habe auch eine Rückmeldung zur RÜckerstattungsanfrage erhalten: Alex (Playzilla)

20. Mai 2025, 19:37 OESZ

Sehr geehrter Herr Schulz,

Vielen Dank für Ihre Antwort.

Ihr Konto wurde nun auf Ihren Wunsch geschlossen. Ihre Rückerstattungsanfrage wurde zur Prüfung an die zuständige Abteilung weitergeleitet und Sie werden per E-Mail benachrichtigt, sobald es ein Update gibt. Danke für Ihr Verständnis.

Wenn Sie weitere Fragen haben, zögern Sie bitte nicht, uns per E-Mail an vip@playzilla236410.com oder per Live-Chat zu kontaktieren. 

Mit freundlichen Grüßen,

Ihr Kundendienst-Team

Playzilla

Thanks for the explanation and the evidence provided.

Did the casino decide to issue a refund in your case? Have you received any conclusions about the casino's decision since your last reply?

Please let me know.

No response received yet.

Bisher keine Rückmeldung erhalten.

You can close the case. The matter has been resolved with the casino.

Sie können den Fall schließen. Hat sich mit dem Casino geklärt

Dear sChuLziii,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru