The player from Germany repeatedly requested account deletion due to excessive gambling but received no proper response from the casino, only offers of VIP bonuses instead. Frustrated by their lack of seriousness in addressing his concerns, he sought immediate account closure. The issue was resolved when the player's account was successfully closed, and he was informed that his complaint had been marked as 'resolved' in the system. The Complaints Team appreciated his cooperation and invited him to reach out for assistance with any future issues.
Silverplay Casino - Player's account deletion request is ignored.
Resolved
Our verdict
Case closed
Amount: ??
Silverplay Casino
Safety Index:Below averageCase summary
Discussion
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5 months ago
Translation
Hello, I've asked the casino several times to delete my account. They either don't respond or want to put me on hold with the bonus, but I'm fed up. I'm so angry because they simply don't take my messages seriously and always come back with a crap bonus. I've also explained why I want to delete my account because I've gambled away too much, but they don't care and always come back with a VIP bonus. I've also written to the casino's support several times, and they tell me the same thing every time. Contact me at the email address below. [email protected] If they want their account deleted, they do it and they keep coming back with the bonus.
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5 months ago
Dear Pascal961,
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 gambling problems).
Are you concerned that gambling is becoming problematic and consuming your thoughts?
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Katarina
Important Notice:
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5 months ago
Translation
Hello, thanks for the quick reply.
I forwarded them the email I sent to the casino, which is one of what feels like 50, but unfortunately I don't have it anymore because I often clean up my inbox and delete emails.
My email is K********@web.de
Edited by a Casino Guru admin
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5 months ago
Translation
Hello, my account has been closed thank you very much
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4 months ago
Hello Pascal961,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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4 months ago
Dear Pascal961,
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,
Katarina
Casino.Guru
