The player from Germany had requested self-exclusion on June 26, 2025, but was still able to make a €200 deposit the following day due to the request not being processed. They sought assistance with finalizing their self-exclusion and recovering their deposited funds. The Complaints Team acknowledged the delay in processing the self-exclusion request and confirmed that the player's account had been successfully closed. However, it was noted that deposits were made during the processing period, and the casino could not be held responsible for those funds, leading to the conclusion that the complaint was unjustified and no refund would be issued.
Silverplay Casino - Player’s account is not closed after self-exclusion request.
Closed
Our verdict
Unjustified complaint
Amount: €200
Silverplay Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
5 months ago
Translation
Good day,
On June 26, 2025, at approximately 6 p.m., I requested a self-exclusion from the above-mentioned casino via email due to my gambling addiction, as I was told in the live chat that I could only express my self-exclusion via email.
On June 27, 2025, at approximately 8:30 p.m., I was able to deposit €100. My account was not closed. I deposited another €100 around 9:30 p.m. Because the self-exclusion had not been completed, I contacted the live chat again. I was again told to submit my request by email.
I am now asking for your help to self-exclude and get my €200 back, which I paid more than 24 hours after declaring my self-exclusion.
Thank you in advance.
Automatic translation:
Public
Public
5 months ago
Dear Jason12,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the casino's terms and conditions and found the following information about self-exclusion:
3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")
3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from Silverplay.com, he/she needs to contact us on the following email address: [email protected]
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
I totally understand that you're upset because of this situation. However, we accept that self-exclusion requests require a few business days to be processed. Do I understand correctly that your player's account is still open? Would you be so kind as to forward me the account closure requests that you sent to the casino (not as a screenshot)? My email address is [email protected].
Thank you very much in advance.
Best regards,
Natalia
Public
Public
5 months ago
Translation
Hello,
Thank you for your prompt response. I have forwarded the email to you. My player account is still active.
Automatic translation:
Public
Public
5 months ago
Thank you very much, Jason12, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.
Public
Public
5 months ago
Translation
Hello, the account has now been closed. I haven't received any feedback regarding the refund.
Automatic translation:
Public
Public
5 months ago
Dear Jason12,
My name is Kubo and it’s a pleasure to e-meet you.
I’m glad to hear that your account has now been successfully closed.
While we acknowledge there was a delay in processing your self-exclusion request, and the casino did exceed the expected timeframe for applying the account closure, it’s important to note that several deposits were made immediately after your request was submitted.
As is common practice across many casinos, self-exclusion requests are manually processed by the relevant departments to ensure they are handled properly and with due care. Unfortunately, your deposits were made during this processing window - before the casino had the opportunity to take action. For this reason, the casino cannot be held responsible for those funds.
In light of this, and from our perspective, you are not eligible for a refund of the deposits in question.
As your account has already been closed, there is no further action we can take in this matter. Accordingly, the complaint will be closed as unjustified.
Thank you for your understanding.
Best regards,
Kubo
