Silverplay Casino - Player seeks refund after account closure request.

Hallo ,

Hatte vor einem Monat um Kontoschließung gebeten , leider ohne Erfolg. Bin gestern rückfällig geworden -1000 eingezahlt und verloren . Bitte um Hilfe Ihrerseits . Evtl.um Rückerstattung der gestrigen Verluste .

mit freundlichen Grüßen

Dear Andre007007, 

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). 

Could you please specify the reason for closing your account? Have you sent just one email with the request to close your account, and this email was attached to this complaint? In the screenshot of the email you sent us, there was no mention of gambling addiction as the reason for the closure of your account. Please note that we are able to mediate only these cases of lost deposits, when the player explicitly asks to block his account due to a gambling problem, and the casino ignores this request.

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

Best regards, 

Veronika

ich habe mehrmals in Live Chat spielsucht erwähnt . Kann man die ganze Nachrichten zwischen mir und dem Casino von Silverplay auffordern ? Ich habe bis gestern fleißig eingezahlt und heute wurde das Konto geschlossen .Außerdem habe ich ausdrücklich um sofortige Schließung des Kontos gebeten und die haben mich trotzdem bis einschließlich gestern einzahlen lassen . Heute erhielte ich die Nachricht dass das Konto geschlossen wurde . Habe ich trotzdem eine Chance auf eine Rückerstattung? Wenigstens die Einzahlungen von den letzten 2 Tagen ?

VG

In order to proceed with your complaint, I need you to provide the chat transcripts or screenshots of your live chats showing that you informed the casino of your gambling addiction and requested your account to be closed.

Please understand that our complaint resolution process follows certain steps that need to be fulfilled. Before we can contact the casino regarding your concern, we need to collect as much evidence from you as possible. Without proof that you informed the casino of your gambling addiction and they ignored your request, we regret to inform you that we won’t be able to assist you with retrieving refunds of any deposits you might have lost.

Please let me know if you can provide such evidence so that we can decide on the next steps in resolving your complaint.

Thank you for your cooperation.

Ist das Casino dazu verpflichtet auf Nachfrage die komplette Chatverläufe mir mitzuteilen oder können sie das verweigern ? Ich habe die Spielsucht mehrmals erwähnt , leider im Live Chat und habe keine Screenshots gemacht .

Unfortunately, we cannot confirm whether the casino stores all live chat conversations or for how long, as this depends on their internal policies. While some casinos may provide chat transcripts upon request, others might not retain this information.

Without documented evidence that you explicitly mentioned your gambling addiction and requested account closure for this reason, we regret to inform you that we won’t be able to proceed with your complaint. If you are able to obtain any records from the casino confirming this, please share them with us so we can reassess your case.

Thank you for your understanding.

Dear Andre007007,

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.