Playzilla Casino - La cuenta del jugador ha sido reabierta a pesar de la solicitud de autoexclusión.

I informed the VIP manager at Playzilla that I am a gambling addict and requested to be excluded from all casinos of this provider. However, my account was reopened.

Habe mich über den vip manager bei playzilla als spielsüchtiger bei allen casinos diesen anbieters sperren lassen. Trotzdem wurde mein konto wiedereröffnet.

Dear Phipps, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, 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 the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Moreover, please note that so far, there is no way to exclude from all Curaçao online casinos at once, but it is stipulated that every operator must offer players the ability to exclude themselves for a minimum of 6 months.

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I replied to the email address

Habe auf die mailadresse geantwortet

Please cancel the ticket, I have requested a larger payout. Thank you

Bitte Ticket stornieren, habe eine größere auszahlung beantragt. Danke

Leave the ticket open - as a player I obviously lost everything again.

now it's about a total of 2.5k euros!

these pigs!!!

Ticket offen lassen - hab als spieler natürlich wieder alles verspielt.

nun gehts um gesamt 2,5k euro!

diese schweine!!!

I'm currently at 6.2k loss..

I could cry that these pigs have reopened my account

mittlerweile bin ich bei 6,2k verlust..

ich könnte heulen, dass diese schweine mein konto wieder geöffnet haben

6,8k

Thank you for your email. Unfortunately, in the screenshots you provided me with, you requested your account to be closed but you did not mention gambling addiction as the reason for your request. Please note that we are able to request a refund of the lost deposits only in cases when the player explicitly admits that he is addicted to gambling, and the casino ignores his request to close his account.

Dear Phipps,

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

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

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry but in our view, you are not eligible for refunds of your deposits. I apologize but we will not be able to assist you with this problem, however, we can ask the casino to close your Playzilla account due to gambling issues.

I wrote that I can't pay my living expenses? Isn't that enough to identify a gambling addiction? Come on, I'm talking about a lot of money! I had a second VIP supervisor and I wrote to him about my gambling addiction. He was responsible for Buran, but Buran and Playzilla are basically the same thing. The VIP supervisor was able to make all the settings and credits for me on Buran and Playzilla.

I have opened a 2nd case here with burancasino.

I beg you, it's about my existence. 🙁

Ich habe geschrieben, dass ich meinen lebensunterhalt nicht bezahlen kann? Das reicht nicht um eine spielsucht zu erkennen? Ich bitte Sie, es geht um viel geld für mich! Ich hatte einen 2. vip betreuer und dem habe ich von meiner spielsucht geschrieben. Der war für buran zuständig, aber buran und playzilla is ja das selbe quasi. Der vip betreuer konnte mir bei buran und playzilla alle einstellungen und gutschriften durchführen.

ich habe einen 2. fall hier geöffnet mit burancasino.

ich bitte Sie, es geht um meine existenz. 🙁

Thank you for your message. I’m really sorry about the difficult situation you're going through. Please understand that, in order to proceed with a self-exclusion or to address concerns related to gambling addiction, it is essential that you clearly state your gambling addiction as the reason for your account closure request at the time you made it.

Unfortunately, because you did not explicitly mention gambling addiction in your initial request to the casino, we are unable to assist you with a refund of your deposits.

I understand this is a very sensitive issue, and I sincerely hope you find the support and assistance you need. Please do not hesitate to contact the casino directly regarding your self-exclusion request, and ensure that you clearly mention gambling addiction in your request. This will allow the casino to process your closure in accordance with responsible gaming protocols.

If you would like help with the closure process or need any advice on responsible gaming, please let me know.

I now know that casino guru works for the casinos.

so thanks for nothing!

Ich weiß mittlerweile, dass casino guru für die casinos arbeitet.

deswegen danke für nix!

Dear Phipps,

I want to assure you that our goal is always to objectively resolve complaints and provide fair mediation between players and casinos.

Our team is dedicated to thoroughly investigating each case by gathering all relevant information from both parties. This allows us to make informed and impartial decisions. We understand how frustrating these situations can be, and we are committed to assisting you to the best of our abilities.

Unfortunately, since we have not received sufficient evidence from you, we have to close this complaint. Thank you for your understanding. I’m sorry we couldn’t be of more help in this case.

Please don’t hesitate to reach out if you encounter any issues with this or any other casino in the future—we’ll be happy to assist you.

Best regards,

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.