The player from Germany had been attempting to close his casino account for months but had received no response to his service requests, which kept getting forwarded without resolution. The Complaints Team had reached out for clarification and extended the response time, but the player did not reply to the inquiries. As a result, the complaint was rejected due to lack of communication, preventing further investigation.
Silverplay Casino - Player’s account closure request is delayed.
Amount: ??
Silverplay Casino
Safety Index:Above averageSafety Index
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6.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
For months, I have been trying to close my account. Without success, my service request keeps getting forwarded, but I never receive an answer.
Automatic translation:
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1 month ago
Dear silver123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify the reason for the account closure request?
- When was the first and the last time you contacted the casino regarding this issue?
Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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1 month ago
Dear silver123,
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.
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1 month ago
Translation
I have sent all information to you by email
Automatic translation:
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1 month ago
Thank you very much for your reply, silver123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
