Silverplay Casino - Player's account closure request is delayed.

I have repeatedly asked the casino via email and live chat to close my account due to my gambling addiction. Since then, I have lost thousands of euros there.

Dear Fistaisda, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.l@casino.guru.

Thank you very much in advance. 

Best regards, 

Veronika

On the contrary, after informing me of my gambling addiction, the casino tried to further entice me by asking me how I should switch to sports betting and whether I wanted a bonus.

Thank you for the screenshots.

Could you please specify when exactly you requested to be self-excluded due to gambling addiction for the first time?

Has the casino responded to any of your requests?

Could you please confirm whether your account has been blocked?

Dear Fistaisda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.