Silverplay Casino - El jugador desea cerrar su cuenta de casino.

Dear Sir or Madam, I registered at the above casino and deposited some money and lost everything.

Since July 29th, 2022 I have been trying to get my player account to be completely deleted or I have informed you that it should be canceled and deleted.

Unfortunately, customer service ignored this request!!! The first answer was why I want to quit. My answer was already noted in the notice "no longer interested in playing". Now I'm constantly being promised some bonuses.

I don't want anything, just that the account is closed and I get a confirmation.

Unfortunately I cannot send any attachments.

Thank you for your cooperation.

Sehr geehrte Damen und Herren, ich habe mich bei o.g. Casino angemeldet und einiges an Geld eingezahlt und alles verloren.

Seit dem 29.07.2022 versuche ich nun zu erwirken, dass mein Spielerkonto komplett gelöscht wird bzw. habe ich mitgeteilt das es gekündigt und gelöscht werden soll.

Leider ignoriert der Kundendienst diesen Wunsch!!! Die erste Antwort war, warum ich denn kündigen möchte. Meine Antwort war schon in der Kündigung vermerkt "kein Interesse mehr am spielen". Jetzt werden mir ständig irgendwelchen Bonuse versprochen.

Ich möchte nichts haben, sondern nur dass das Konto geschlossen wird und ich eine Bestätigung erhalten.

Leider kann ich keine Anhänge mit schicken.

Danke für Ihre Mithilfe.

Dear jenser21,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

"What is Gaming Addiction?

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Online sports betting, casino, and games are rapidly becoming more popular and with a wider range of choices and opportunities to bet. Online gambling has become a daily routine resulting in a high of pleasure. It is imperative to be aware of any chance of extreme behavior. Some points of measurements are:

·     Maintain control of the money you spend gambling.

·     Avoid chase losses.

·     Only gamble money that you can afford to spend.

If you think that you may have any intentions resembling gaming addiction, please contact the nearest addiction center, as soon as possible.

Silverplay provides you with a variety of options that will allow each of you to be in control of your gaming and gamble responsibly."

_________________________________________________________________________________________________________________________________

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Silverplay Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@slot10.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

Hello, I stated the reason several times that I am no longer interested in playing at this casino. It just gets ignored!! I just want them to accept my cancellation and close the account and delete my data.

Hallo, den Grund habe ich ja mehrere Male angegeben, dass ich kein Interesse mehr am Spielen in diesem Casino habe. Es wird einfach ignoriert!! Ich möchte nur, dass diese meine Kündigung akzeptieren und das Konto schließen und meine Daten löschen.

Thank you very much, jenser21, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello jenser21,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you. I would like to ask the representatives of Silverplay Casino to join the conversation and help us in resolving the complaint.

Silverplay Casino,

Could you confirm you received a new request from the player to close their account? Could you confirm jenser21's account will be closed?

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 jenser21,

Has there been any news? Did the casino close your account, after your repeated requests?

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 all,

The casino representative asked us for an extension for the reply. I've set up the timer accordingly.

Dear Casino Guru Representative and jenser21, 

We can confirm that the player’s account is closed (self-excluded indefinitely). The player approached us by following your advice to self-exclude and the request was granted (email of the confirmation was sent to the player. In addition, Petronela (Casino Guru Representative) is in copy in this email).  

Please find attached a screenshot of the confirmation email.  

Best Regards, 

Silverplay Casino Team 

Hello, everything is settled. Please close the case and delete the screenshot because of privacy. Thanks

Hallo, ist alles erledigt. Bitte den Fall schließen und den Screenshot löschen, da Datenschutz. Danke

Hello all,

the attachment has been made private, so it's not publicly visible. Thanks for the cooperation of both parties.

Dear Jenser21,

I am glad to hear your issue has been resolved. We will now mark the complaint as 'resolved' in our system. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.