The player from Córdoba requests the immediate closure of his SilverPlay casino account due to severe gambling addiction and demands a refund of ARS 300,000 lost as a result of the casino's negligence in processing his self-exclusion request. He outlines a series of events demonstrating a breach of Responsible Gaming policies, including a delayed response from the casino that allowed funds to be lost.
Silverplay Casino - Player's account has been closed due to addiction.
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Current status
Waiting for casino to reply
6d 6h 42m 59s
Silverplay Casino
Safety Index 5.4 Below averageCase summary
Discussion
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3 weeks ago
Translation
Done, Martin. I modified the text structure so that the first thing you demand is the complete blocking of your profile due to addiction, and right after that, the reimbursement of the money they made you lose due to their negligence.
Here's the final text ready to copy and paste:
Subject / Title of the claim
Urgent Account Closure Request and Refund due to Failed Self-Exclusion - SilverPlay (300,000 ARS)
Case description
Hello to the Casino Guru team:
The main reason for this complaint is to request, firstly, the immediate and permanent closure of my account at SilverPlay casino due to severe gambling addiction problems. Secondly, I demand a full refund of ARS 300,000 that was deposited and lost on your platform as a direct result of the operator's negligence in failing to process my self-exclusion request.
The chronology of events demonstrates a very serious breach of Responsible Gaming policies:
On June 13, 2026 at 7:28 pm, SilverPlay support (Marco R.) sent me an email asking me the reasons why I wanted to close my account.
That same day, at 8:43 pm, I responded desperately and explicitly stating that I suffered from an illness and that I could not stop gambling: "I can’t control myself, I can’t stop, I lost 15 thousand dollars, no more losing."
Faced with a red alert for addiction like this, any casino has an international obligation to immediately block the account as a preventative measure. However, SilverPlay decided to evade its responsibility: on June 14, 2026, at 4:41 am, they responded with a bureaucratic message indicating that I had to restart the process by sending an email to a different address ( customercare@silverplay.com ).
Because they negligently kept my account open and operational, a few days later, on June 17, 2026, a funds transfer was processed. Seeing that my profile hadn't been blocked, I contacted the intermediary payment gateway (SmartFastPay) at 9:01 a.m. to ask them to stop the transfer and return the money to my Mercado Pago account. At 9:15 a.m., the gateway's support manager (Juliano [Redacted]) explained that the system didn't allow direct refunds and that the funds would have to be credited to the platform before I could withdraw them.
When the money arrived in an account that should have been strictly blocked since June 13, the funds ended up being completely lost.
I request Casino Guru's mediation to force SilverPlay to permanently close my account for my financial and mental health, and to reimburse the 300,000 ARS that were lost due to the administrative obstacles they put in my way instead of protecting me.
I have attached the evidence of my confession of addiction, the casino's evasive response, and the flow of money with the payment processor.
Edited by a Casino Guru admin
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Silverplay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you reached out to the casino at the recommended email address to request a self-exclusion?
- Could you please confirm whether you still have access to your account?
- Could you clarify if you have initiated a chargeback process with your bank?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
Translation1. Have you contacted the casino through the recommended address? Yes, but I want to emphasize the operator's systemic failure: my explicit declaration of gambling addiction was sent on June 13th to official support ( support@silverplay.com Instead of immediately blocking the account as a preventative measure upon learning that they lacked control, the casino responded on June 14th by imposing bureaucratic hurdles and redirecting me to another email address (customercare@). The first line of support was supposed to freeze the account immediately.
2. Could you confirm if you still have access to your account? Yes, I absolutely confirm that. Today, 10 days after confessing my addiction problem and begging them to close my account, my SilverPlay account remains completely OPEN and accessible. This demonstrates the casino's continued and utter negligence, which leaves me in a completely vulnerable position.
3. Could you clarify if you have initiated a refund process with your bank? No, there is no active refund or chargeback process with my bank (Mercado Pago). In fact, seeing that my account was still open due to negligence, on June 17th at 9:01 am I immediately contacted the intermediary payment gateway (SmartFastPay) to plead with them to stop the transfer of the 300,000 ARS and return the funds. At 9:15 am, the gateway's head of support (Juliano Paris) formally clarified that their system did not allow direct refunds and that the funds would inevitably be deposited into the casino's account.
I look forward to your comments. Thank you very much.
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2 weeks ago
Thank you for your reply. Could you please forward the self-exclusion request you have sent to customercare@silverplay.com? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Additionally, could you please confirm when was the last time you made a successful deposit at Silverplay Casino?
Thank you for your patience and cooperation.
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2 weeks ago
TranslationDear Attila,
Thank you so much for taking my case. Below, I will answer your two questions directly:
1. Regarding the self-exclusion request: On June 13, 2026, the casino's own support team sent me an official email with the subject "Your account closure request". I proceeded to reply directly to that same official email ( support@silverplay.com ) at 8:43 pm, explicitly stating my addiction with the words: "I can't control myself, I can't stop, I lost 15 thousand years, no more losing."
I have attached a screenshot of the header of that email which shows that it is a direct reply (Re:) in the same conversation thread that they opened, trusting in good faith that it was the correct channel.
2. Regarding the last successful deposit: I confirm that my last successful deposit at Silverplay Casino was made on June 16th at 3:07 PM for an amount of 300,000 ARS.
I will send you all the backup screenshots I have, in detail, via email to your personal address. I remain available for the next steps.
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2 weeks ago
TranslationI believe that requiring me as a player —who I already explicitly warned you about, that I was unable to control myself— to send another email and wait days until you look at it, is deliberately exposing me to continue losing money.
If I had already been making deposits and at one point I told them "enough," the account should have been closed right there. They had already withdrawn money before I raised my hand, but that warning should have been the limit.
I am currently closing my accounts on other sites to protect myself and avoid falling into the trap, and on all reputable platforms, when someone states that they have a gambling problem and don't want to throw away any more money, self-exclusion is IMMEDIATE.
In this case, Silverplay decided to profit from me using absurd bureaucracy, knowing that I was in a situation that, unfortunately, I could no longer handle on my own.
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1 week ago
TranslationUpdate: Today, July 2nd (20 days after my self-exclusion request via email), my account was finally closed (screenshot attached). It's a shame they took almost three weeks to react, allowing me to deposit and lose 300,000 ARS when I explicitly warned them on June 13th that I had self-control issues. The casino seriously failed in its responsible gambling protocol during this entire time.
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1 week ago
TranslationUpdate: Just today, July 2nd (20 days after my self-exclusion request via email), my account was finally closed (screenshot attached). It's a shame they took almost three weeks to react, allowing me to deposit and lose 300,000 ARS when I explicitly warned them on June 13th that I had self-control issues. The casino seriously failed in its responsible gambling protocol during this entire time.
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1 week ago
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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1 week ago
Hello Martinluppo, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
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.
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1 week ago
TranslationHi Matej, thank you so much for taking my case.
To clarify the situation regarding self-exclusion: On June 13, 2026, I responded to an official email from Silverplay support ( support@silverplay.com ) urgently and explicitly stating my gambling addiction problem with the phrase: "I can't control myself, I can't stop, I lost 15 thousand dollars, no more losing."
Instead of immediately blocking my account as a preventative measure for responsible gambling, the casino imposed bureaucratic obstacles on me on June 14, asking me to send another email to a different address (customercare@).
On June 16th, I made a deposit of 300,000 ARS. Seeing that the money was taking a long time to appear and that my casino account was still open, I immediately contacted the intermediary payment gateway (SmartFastPay) on June 17th at 9:01 AM to ask them to stop the transfer and return the funds to my Mercado Pago account. The gateway's support explained that the system did not allow direct refunds and that the funds would be automatically credited to the platform.
When the money arrived in an account that should have been strictly blocked since June 13, the funds were lost. The account was only actually closed on July 2 (20 days after my confession of addiction).
I demand a refund of those 300,000 ARS, since that money was deposited and lost due to the operator's absolute negligence and lack of protocols.
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1 week ago
TranslationHi Matej, I've attached the screenshot from July 2nd, the exact day the casino finally blocked my access. As you can see in the image, the system displays the message 'Login denied due to Self-exclusion'.
Although the casino interface does not display the date on the sign, I took the screenshot at the same moment it happened and rushed to post the notice on this forum on July 2nd, certifying the date of the final block after a 20-day delay by the operator.
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17 hours ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
