Silverplay Casino - Spiller anmoder om lukning af konto på grund af ludomani.

Hello, I have reported my gambling addiction to the casino countless times by email and requested that my account be closed. For years, my messages were ignored. Despite multiple confirmations of receipt, Silverplay has never shown any interest in protecting me or responding responsibly. For this reason, I am asking you to help me close my betting account and get my losses refunded. I am currently drafting my final complaint; I need to get my gambling addiction under control.

Hallo, ich habe unzählige Male per Mail dem Casino meine Spielsucht angezeigt und um Schließung des Kontos gebeten. Über Jahre hinweg wurden meine Nachrichten ignoriert. Silverplay hat trotz mehrfacher Eingangsbestätigung zu keinem Zeitpunkt ein Interesse daran gezeigt mich zu schützen und verantwortungsvoll zu reagieren. Aus diesem Grund bitte ich Euch mir zu helfen das Wettkonto zu schließen und meine Verluste zurückerstattet zu bekommen. Ich verfasse gerade meine letzte Beschwerde, ich muss meine Spielsucht in den Griff bekommen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Silverplay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your account is currently still accessible to you?
• Do I understand correctly that the casino didn't limit your account and requested you to submit documents for verification?
• Could you please share other emails you received from the casino regarding the issue as evidence, if available? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Exactly, all self-exclusion requests were ignored. I've always been able to log into my account over the past few years. I'll forward any further messages from Silverplay.

Genau, sämtliche Selbstausschlussanfragen wurden ignoriert. Ich konnte mich in der ganzen Zeit der letzten Jahre immer in das Konto einloggen. Weitere Nachrichten seitens Silverplay leite ich weiter

Thanks for your patience.

• Could you please clarify when you registered your Silverplay account? Was it several years ago?
• Have you at any point received any response other than a request for verification documents from the casino?
• Have you contacted customercare@silverplay.com as advised by support, with your request?
• Have you provided any documents to the casino for verification from the list?

Please let me know.

The account was registered with Silverplay on August 14, 2024. At no point was I asked to verify my deposits or the time I lost money at the casino.

Instead of simply sending the self-connection request to customercare@Silverplay forwarding internally within the company requires me support@Silverplay to write the inquiries directly to customercare???

You can't believe it, can you???

Several self-exclusion requests have already been sent directly to customer care in CC. This casino is asking me in English-language emails to verify my account in order to close it? The whole thing is speechless.

14.08.2024 wurde das Konto bei Silverplay registriert. Man hat mich für meine Einzahlungen und die Zeit als ich beim Casino Geld verlor, zu keinem Zeitpunkt aufgefordert dieses zu verifizieren.

Statt die Selbstanschlussanfrage einfach an customercare@Silverplay intern im Hause weiterzuleiten fordert mich support@Silverplay auf die Anfragen direkt an customercare zu verfassen???

Das ist doch nicht zu glauben oder???

Es sind schon einige Selbstausschlussanfragen direkt an customercare im CC rausgegangen. Dieses Casino fordert mich in englischsprachigen Mail mein Konto für die Kontoschliessung zu verifizieren??? Das Ganze macht ja einen sprachlos

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

Hello sagnol80, 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 Silverplay 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 Matej,

We would like to confirm that the player’s account has been successfully closed following their request and will remain so.

Kind regards,

Silverplay Casino

I've forwarded the emails I sent to Silverplay regarding self-exclusion to you. The now-confirmed account closure is an issue. I think Silverplay should offer me a reasonable refund. Best regards to all.

Die bezüglich Selbstsusschluss verschickten Mails an Silverplay habe ich Euch zukommen lassen. Die nun bestätigte Kontoschliessung ist ein Thema. Ich denke, Silverplay sollte mir eine angemessene Rückerstattung anbieten. Viele Grüße an Alle

I would like to thank the Silverplay Casino for a quick response.

Could you please confirm the account has been marked as "gambling addict", and all the marketing communication towards the player will cease?

Next, I would like to determine whether the player is eligible for any kind of refund. From the provided evidence, the request mentioning gambling addiction has been sent to the correct e-mail address on 25th August 2024. Can you please let me know why the account has been kept open until now, despite the player's statement of gambling addiction? If needed, any and all evidence or sensitive information can be sent to me directly at matej.l@casino.guru. Thank you.

Dear Matej,

Please be advised that further checks are being made on the matter.

We will revert back with updates as soon as possible.

Best regards,

Silverplay Casino

Dear Matej,

Please be advised that checks are still undergoing on the matter.

Further updates will be provided as soon as possible.

Best regards,

Silverplay Casino

Dear Silverplay Casino, please let us know as soon as the investigation has been completed. Any sensitive information can be sent to me directly at matej.l@caisno.guru if needed. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sagnol80,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej