Problem with self-exclusion

Hi everyone. I wanted to ask if anyone has had a similar problem with self-exclusion in SilverPlay.

In my case, when I requested self-exclusion via chat/support, my account wasn't closed immediately. Instead, I was directed to send an email to a different address. During that time, the lack of an automatic block allowed me to give in to impulse and continue depositing and losing money.

I currently have a closed complaint here at Casino Guru marked as "Unresolved" (with a penalty for the casino), and I have already formally escalated the case to the Anjouan Authority. However, I have not received any further response from the casino.

Has anyone who has experienced a Responsible Gaming violation with this operator managed to get a refund or received any response from the regulator? I would appreciate it if someone could share their experience or how the process went for them.

I can understand why this situation is frustrating, especially if you were already trying to stop gambling and the process required you to send an email to a different address before your account was actually blocked. That delay can create a very real problem for someone who is struggling with impulse control. Not every casino offers an immediate "panic button" or another way to block deposits instantly; quite the opposite, the necessity to send an email to a specific address is quite often.

That said, I would also separate the question of whether the operator handled the self-exclusion request appropriately from the question of whether the subsequent losses should be refunded. The latter will depend on the exact circumstances and, ultimately, on the regulator’s assessment.

For the future, I would also strongly recommend not relying exclusively on the casino to protect you from further gambling. If you know that an impulse can take over during the time it takes to process a self-exclusion request, it may be worth adding another layer of protection yourself, for example, blocking gambling websites/apps and removing easy access to gambling accounts and payment methods. In situations where the impulse is strong, not being able to access the casino at all can be much safer than relying on the operator to react quickly enough.

I hope the regulator gives you a clear answer regarding your case, and if they do, I would be interested to hear what they decided.

There's also a difference between a regular account closure and a self-exclusion. I'd clearly state the reason in the request and save the correspondence so the casino can't later claim it was simply an account closure.

Hi Radka, the agency has ignored me to this day. What I did manage to do was add more layers to access most of the money by putting everything into a common investment fund where the withdrawal time is 24 hours, and I switched the bets to Balatro, so I've improved somewhat so far.

Exactly. I’d clearly write "self-exclusion due to gambling problems" and keep every email. That leaves much less room for the casino to call it a normal account closure later.

Hi,

perhaps the complaint you have raised will help us, if needed, to better inform the operator of how self-exclusion due to gambling addiction or risk could be better applied. It would be good to have a panic button in every casino for the better protection of the player, instead of waiting for days for account closure. Of course, I'm glad you found some way yourself.

If they had to inform you, yes, what I would improve is the ability to manage self-exclusion, or that if someone asks you to please close their account, it should be done, instead of them hiding behind the terms and conditions that allow them to close your account in 10 business days. I think that with that, others in my situation could avoid my problem.

Hey there. I understand what you're saying, and I agree that when a player clearly asks for the account closure due to gambling addiction, the action should follow as soon as possible. For any other cases I get, it is, let's say, practically easier to get such a long deadline.

It's important to be aware of the casino rules because, just as you said, such knowledge could prove useful for vulnerable players.

The issue, Radka, is that in both my case with Silverplay, where I received no assistance, and Megapari, where I made the same mistake again, the support team delayed closing the account so that this exact situation would occur. I hope this doesn't happen to anyone else.

Ten business days is way too long when someone clearly asks for self-exclusion because of gambling problems. In that situation the account should be blocked first, not left open while support takes its time.

Hello, I understand this is your perspective and my colleagues will therefore assess both situations in cooperation with you. I wish players at risk would have more chances to avoid registering at online casinos.

At least I was able to get most of the money I could, so I've solved 50% of the problem.

If this is what matters the most, of course—and I'm glad for you.

From a longer-term perspective, though, it may be more beneficial to focus your efforts on not registering with or playing at casinos, which is certainly no small task, so I hope you stay safe.

Putting your money somewhere that takes 24 hours to access is actually a smart move. That delay gives the impulse time to cool off, which can be more useful than relying on casino support to react fast.