Silverplay Casino - Player's requested loss limit hasn’t been applied.

Hello I have complaint for silverplay casino .. I open my account here and start playing and won 31832$ and request for withdrawal and also i ask them to put loss limit on my account but after 2 days they ask me that my rollover is not completed so I have to ask them to remove my limit so they told me I have to wait 24 hrs before they remove my limit so I wait 24 hrs and they remove my limit and I complete my rollover.. I request for withdrawal again and ask them to put the loss limit again the yesterday on 18th Aug.. I ask them to remove my limit the guy said the same thing I have to wait 24 hs but right away I change my mind and ask him not to remove my limit and leave it as it is .. so he said okkk but today wen I went to live chat again I ask him to remove my limit .. I thought he will say me same thing to wait 24 hrs so I will think for 24 hrs before finally remove my limit but he Rome the limit right away as they know I won a lot of money and they delaying my process of withdrawal.. so he didn't wait today and he Remove my limit and that end up losing all my winnings as I have the screen shot of all there chat history wen I ask them for first time Live agent told me to wait 24 hrs that is mandatory but wen I ask him on 18th again and I change my mind right away to not to remove my loss limit today he has to give me another 24hrs to rethink but he remove my limit right away because they don't wanna pay and want me to loose they use the responsible gambling tool according to there own benefits and they delay the process of withdrawal so play come and play and loose all the winnings

So I ask the live agent how come he remove the limit he said I ask him tomorrow but I told him I change my mind right away and told u do not remove the limit and he said okk and then I ask him to send me chat history..he denied to send me chat history .. I told him if u saying I didn't change my mind and ask u to leave it don't remove it .. then send me chat history he said no we don't send chat history that's shows he is wrong on his part and after so much arguments he ask me to send email to support team that I already did but then again I went to chat again and ask his colleague to send me chat history and it's my right to ask and have it and then he also started defending his colleague but I told him I don't need to talk about this just send me the history .. so finally he send chat history and I show him were I completely deny after asking him to remove my limit I right away said don't remove my limit buy today he remove my limit so I end up loosing the money today he didn't wait today for 24 hrs as his colleague told me before wen I remove my limit on 16th August for first time it is mandatory to wait 24 hrs before they can remove the limit .. and now this guy didn't wait and make me loose

So plz casino guru I need help to resolve this matter I have all the screen shot as a proof that I can send u whenever u want

So plz help me out and ask them to refill my account again so that I can withdrawal that money

Thanks

Will wait for ur reply

Dear sunnykuk81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested a loss limit? My email address is petronela.k@casino.guru.

Meanwhile, please understand that any kinds of limits are not mandatory for casinos, and if players change their minds multiple times during a conversation, it is sometimes very difficult to distinguish for gambling establishments to recognize a genuine request.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, sunnykuk81, for your email and forwarded screenshots.

Do I understand correctly that on the 18th of August (4:37 AM) you requested to remove your loss limits but straight away changed your mind and kept them? When they were removed?

Yes on 18th I ask them to remove the limit but right away I change my mind not to remove my limit but wen I go again on 19th so I ask him again to remove my limit so instead of giving me 24 hrs period to think he remove my limit right away and this make me loose my balance of 31800$ ..and then wen I went to live chat and told him y he remove my limit and didn't gave 24 hrs to think .. he started lying on me .. he told me that on 18th I never change my mind after I ask him send me my live chat history were I accept the removal of my limit .. he said I am not going to send u chat history because he knew he was wrong but I have screen shot of the history .. so I told him I have screen shot but I need full chat history he ignore me and told me he is not going to send me chat history .. I told him I have other account in casinos they never said no ... they always send and its my right to ask you .. but he never send .. so I went on chat again and ask his colleage.. he was also not sending me then I have to tell them no problem wen my lawyer will ask your casino you guys will send it and I know how to get it .. then he finally send me full history of chat .. and I have full history were they clearly told me they will not send me chat history ... I can send u that as well and the live agent name was robbie ... he is very rude guy and don't talk properly .. if u want I can send u all the history

Thanks let me know

Thank you, sunnykuk81, for the clarification. Please send any additional information or supporting evidence to petronela.k@casino.guru, along with your game history.

Hello petronela I send u all the screen shot on ur email plz check

Thank you very much, sunnykuk81, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks petronela for ur help and I will be waiting for matej to help me out here to get my money back

Hello sunnykuk81,

I am sorry to hear about your troubles.

Could you please forward me your entire chat history to matej@casino.guru?

Meanwhile, I would like to invite the casino representative into the case:

Could you please check the chat history on your end?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello matej as u can see that silver play casino ppl not replying .. wat would be the next step for me .. as I see that you extend the timer but I don't think they will come and resolve this issue .. so let me know were I can complaint in higher authorities for them or in there liscencing department and I can involve my layer if u think that would work as well

Thanks

Let me know

Dear Casino Guru Representative and sunnykuk81,

We conducted a thorough investigation into this case:  

As the player stated he contacted us (using the live chat) on numerous occasions (from the 18th to 20th of August 2022) to either set or remove limits.  

18th August 2022 – Request to set limits, the request was granted  

19th August 2022 – The player requested limit removal which was declined as the player needed to wait 24 hours. 

20th August 2022 – The player request limit removal again, which was granted  

During the course of these 3 days all requests from the player were handled correctly and within the established time frames from our side. 

Kind Regards, 

Silverplay Casino Team

No they r lying as I send u all the live chat history ... wen on 19th I ask them to remove the limit they told me I need to wait 24 hrs but right away I said it OK don't remove the limit leave it so wen I come back on 20th I ask them to remove the limit they remove my limit right away as I was not agreed on 19th to remove the limit .. so they must have gave me 24 hrs period to rethink again .. as I have so many accounts on other casinos .. it always work like this 24 hrs period will start wen player agree to remove the limit .. it doesn't start wen player not agree to remove the limit in this case I wasn't agree on 19th to remove the limit

Dear Silverplay Casino Team and sunnykuk81.

Responsible gambling tools exist to help players to control their losses. However, there is no mandatory requirement about how they should work or which of them casinos should have.

Still, until the player admits to a gambling addiction, he is responsible for his actions, and therefore, we can't blame the casino for the losses even if the live support agent makes a mistake. 

Because sunnykuk81 has multiple complaints about the same issue in more casinos, complaint like this looks more like speculation than true need.

Therefore we decided to be on the side of the casino in this case.

I don't agree with you matej on this plz let me know wat would be the next step for Me to complaint against this casino

So let me know

Thanks will be waiting for your reply

Hello matej I am still waiting so plz let me know wat would be next step .. I wanna go further and complaint there casino .. wat would be the email for there lisencing department as I have talk to my lawyer and he said he can contact lisencing department and go further from here

So plz let me know I will be waiting as it's there live agent fault and I am not at fault here and u said same thing too... y would I take loss here ... or ask casino if they wanna negotiate in between something ...

Let me know if that is possible as well thanks

Will wait for ur reply

Hello sunnykuk81.

You can write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Because of what I wrote above, we are rejecting your complaint. However, please let me know when the regulator reply and we will update the complaint.

Sure

Hello sunnykuk81.

Could you please confirm that you submitted your complaint to the casino's regulator?

Yesi did .. they reply me once and after they don't reply at all .. as I keep emailing them and ask them wats going on but they are not replying can u plz tell me wats would be the next step .. I want to take this matter to higher authorities now as they don't reply

To be honest, emailing them often is counterproductive. It takes some time (usually at least a month) till the regulator investigates the issue. They will contact the casino, ask for the details about your case, and then evaluate all the evidence from the casino. After that, they might ask you for some details or just write the decision. I know a month (months) is a long time, but the casino can't ignore the regulator, and the regulator's decision is binding for the casino.

Ohh ok thanks for the information they reply me today they ask me and I forward them the email now I am waiting on it

Thanks

I'll update u accordingly

Thanks for the info.

I am closing this complaint now as unresolved with status: waiting for the regulator's decision.

When the regulator decides, please reopen the complaint, and we will close the complaint accordingly.