Silverplay Casino - La cuenta del jugador ha sido cerrada debido a su adicción.

Done, Martin. I modified the text structure so that the first thing you demand is the complete blocking of your profile due to addiction, and right after that, the reimbursement of the money they made you lose due to their negligence.

Here's the final text ready to copy and paste:

Subject / Title of the claim

Urgent Account Closure Request and Refund due to Failed Self-Exclusion - SilverPlay (300,000 ARS)

Case description

Hello to the Casino Guru team:

The main reason for this complaint is to request, firstly, the immediate and permanent closure of my account at SilverPlay casino due to severe gambling addiction problems. Secondly, I demand a full refund of ARS 300,000 that was deposited and lost on your platform as a direct result of the operator's negligence in failing to process my self-exclusion request.

The chronology of events demonstrates a very serious breach of Responsible Gaming policies:

On June 13, 2026 at 7:28 pm, SilverPlay support (Marco R.) sent me an email asking me the reasons why I wanted to close my account.

That same day, at 8:43 pm, I responded desperately and explicitly stating that I suffered from an illness and that I could not stop gambling: "I can’t control myself, I can’t stop, I lost 15 thousand dollars, no more losing."

Faced with a red alert for addiction like this, any casino has an international obligation to immediately block the account as a preventative measure. However, SilverPlay decided to evade its responsibility: on June 14, 2026, at 4:41 am, they responded with a bureaucratic message indicating that I had to restart the process by sending an email to a different address ( customercare@silverplay.com ).

Because they negligently kept my account open and operational, a few days later, on June 17, 2026, a funds transfer was processed. Seeing that my profile hadn't been blocked, I contacted the intermediary payment gateway (SmartFastPay) at 9:01 a.m. to ask them to stop the transfer and return the money to my Mercado Pago account. At 9:15 a.m., the gateway's support manager (Juliano [Redacted]) explained that the system didn't allow direct refunds and that the funds would have to be credited to the platform before I could withdraw them.

When the money arrived in an account that should have been strictly blocked since June 13, the funds ended up being completely lost.

I request Casino Guru's mediation to force SilverPlay to permanently close my account for my financial and mental health, and to reimburse the 300,000 ARS that were lost due to the administrative obstacles they put in my way instead of protecting me.

I have attached the evidence of my confession of addiction, the casino's evasive response, and the flow of money with the payment processor.

Hecho, Martín. Modifiqué la estructura del texto para que lo primero que exijas sea el bloqueo total de tu perfil por adicción, y justo después el reintegro de la plata que te hicieron perder por su negligencia.

Aquí tenés el texto definitivo listo para copiar y pegar:

Asunto / Título del reclamo

Urgent Account Closure Request and Refund due to Failed Self-Exclusion - SilverPlay (300.000 ARS)

Descripción del caso

Hola al equipo de Casino Guru:

El motivo principal de esta queja es solicitar, en primer lugar, el cierre inmediato y definitivo de mi cuenta en el casino SilverPlay debido a severos problemas de adicción al juego. En segundo lugar, exijo el reintegro total de 300.000 ARS que fueron depositados y perdidos en su plataforma como consecuencia directa de la negligencia del operador al no procesar mi autoexclusión cuando lo solicité.

La cronología de los hechos demuestra una falta gravísima a las políticas de Juego Responsable:

El 13 de junio de 2026 a las 7:28 p.m., el soporte de SilverPlay (Marco R.) me envió un correo preguntándome las razones por las cuales quería cerrar mi cuenta.

Ese mismo día, a las 8:43 p.m., respondí de forma desesperada y explícita manifestando que padecía una enfermedad y que no podía parar de apostar: "I cant control myself, i cant stop, i Lost 15 mil ars no more losing".

Ante una alerta roja de adicción como esta, cualquier casino tiene la obligación internacional de bloquear la cuenta de inmediato de forma preventiva. Sin embargo, SilverPlay decidió eludir su responsabilidad: el 14 de junio de 2026 a las 4:41 a.m. me respondieron con un mensaje burocrático indicándome que debía reiniciar el trámite enviando un correo a otra casilla distinta (customercare@silverplay.com).

Debido a que mantuvieron mi cuenta abierta y operativa de forma negligente, unos días después, el 17 de junio de 2026, se procesó una transferencia de fondos. Al ver que mi perfil no había sido bloqueado, me comuniqué a las 9:01 a.m. con la pasarela de pagos intermediaria (SmartFastPay) para pedirles que frenaran el envío y devolvieran el dinero a mi Mercado Pago. A las 9:15 a.m., el jefe de soporte de la pasarela (Juliano [Redacted]) me explicó que el sistema no permitía la devolución directa y que los fondos ingresarían obligatoriamente a la plataforma antes de que yo pudiera retirarlos.

Al llegar el dinero a una cuenta que debió estar estrictamente bloqueada desde el 13 de junio, los fondos se terminaron perdiendo por completo.

Solicito la mediación de Casino Guru para obligar a SilverPlay a clausurar mi cuenta de forma permanente por mi salud financiera y mental, y a reembolsar los 300.000 ARS que se perdieron debido a las trabas administrativas que me pusieron en lugar de protegerme.

Adjunto las pruebas de mi confesión de adicción, la respuesta evasiva del casino y el flujo del dinero con el procesador de pagos.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Silverplay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you reached out to the casino at the recommended email address to request a self-exclusion?
• Could you please confirm whether you still have access to your account?
• Could you clarify if you have initiated a chargeback process with your bank?

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,

Attila