Playzilla Casino - アカウントが開いたままになった後、プレーヤーは払い戻しを求めます。

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

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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.