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

Hallo,

ich versuche seit Wochen mein Konto zu schließen.

Ich habe bereits 12 E-Mails an customercare@silverplay.com übermittelt, aber meine Aufforderung wird nicht nachgekommen. Man erhält lediglich KI generierte E-Mails und versucht einen zum Bleiben zu bewegen. Ich habe diverse Gründe angegeben. Selbst problematisches Spiel wird als Grund nicht akzeptiert. Im Live Chat kommuniziert man ausschließlich mit KI. Ich bitte um Unterstützung.

Dear Tornado123,

Thank you very much for submitting your complaint.

I’m sorry to hear that you’ve been struggling to close your account and that your request has not been acknowledged properly. That must be incredibly frustrating.

To better understand your situation and assist you effectively, could you clarify the following:

• When did you first request to close your account, and through which method (email, live chat, or another channel)?
• Did you receive any response at all confirming the receipt of your request? If so, what did they say?
• Since you mentioned problematic gaming as a reason, did you specifically request self-exclusion, and if so, did you follow the casino’s required format for self-exclusion requests?

Upon reviewing the casino’s terms and conditions, I found the following section regarding self-exclusion:

3.22.1. The Operator shall temporarily suspend access to the player's account or terminate it altogether within ten business days (Monday through Friday, excluding public holidays) of receiving a properly formatted request for self-exclusion due to problematic gambling.

3.22.3. To request self-exclusion, the player must email customercare@silverplay.com with:

(a) A clear request for full self-exclusion (not just a partial restriction).

(b) The duration of the self-exclusion period (minimum of 24 hours).

If you have already submitted your request in the correct format and the casino is not acting in accordance with its own terms, this is definitely concerning. If you haven’t already, please forward any relevant communication with the casino to me at petronela.k@casino.guru, and we will do our best to assist you.

Your cooperation is crucial in helping us move forward with your case and finding a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply, and we will investigate the matter further.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hallo,

die 1. E-Mail habe ich im Dezember verschickt, aber die werden in meinem Postfach nur 30 Tage gespeichert. Es folgten E-Mails an diverse Adressen: customercare@silverplay.com, customerassist@silverplay.com und support@silverplay.com.

Meine letzte E-Mail ist vom 02.02. und die habe ich mal weitergeleitet. Mit Anhang. Irgendwann war es mit meiner Sachlichkeit dahin. Hier werden ausschießlich KI generierte Antworten verschickt.

Hi Tornado123,

Thank you for providing more details. To help clarify the situation, here's the timeline as I understand it:

• December 2024: You first requested account closure, but unfortunately, you no longer have this email.
• On live chat, you mentioned a gambling problem (GP) but did not mention it in any email. Casino advised you to send an email to customercare@silverplay.com.
• January 28, 2025: The casino emailed you asking for the reason for closing your account.
• February 2, 2025: You replied with the following message:

"You are s**m and every game is cheating. I have blocked the account several times in the past, but you bastards keep opening it on their own initiative. CLOSE the account permanently and irreversibly!!!!"

• Could you please confirm if this timeline is accurate or if there are any additional details to include?

Additionally, I’d like to advise that it’s always best to mention the reason for self-exclusion clearly when requesting account closure due to problem gambling. According to the casino’s terms and conditions:

A self-exclusion request must explicitly mention the reason (e.g., problem gambling) and should be sent to customercare@silverplay.com.

If the request is properly formatted, the casino should close the account within ten business days.

If you have any further communication with the casino or additional information, please forward it to petronela.k@casino.guru.

Looking forward to your confirmation.

Dear Tornado123,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.