Silverplay Casino - La solicitud de cierre de la cuenta del jugador se retrasa.

I have been trying to close my user account for over 2 months now, but there's no way to do it. They either give me the runaround, don't respond to my emails, or ask for explanations and then ignore them. I don't want to keep the account open. I have gambling problems and end up depositing money again. I want my account to be closed immediately with no possibility of reopening it. Please help me.

Llevo 2 meses o más intentando cerrar la cuenta de usuario pero no hay manera, me dan largas o no me contestan por correo o me piden explicaciones y luego las ignoran, no quiero seguir con la cuenta, tengo problemas de juego y termino volviendo a ingresar dinero, quiero que me cierren la cuenta de inmediato sin posibilidad de reabrirla, ayudadme por favor.

Dear Vrossi166, 

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? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your email. However, in the messages you sent me, you did not explain to the casino that you wished to close your account due to gambling problems. Please understand that without specifying gambling addiction as the reason for your account closure request, we cannot ask the casino to refund you the lost deposits.

When applying for the self-exclusion, always 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials 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."

You mentioned that the casino repeatedly asked you to state the reason for your request. Could you please request the closure of your account one more time and specifically state that you suffer from gambling addiction?

I sent them the last ones, but I have specified to them, on more than one occasion, that it was due to problems with the game, the first of them on June 9th. I am attaching photos of the emails, to which they did not respond to any of them.

Le mandé los último, pero si que les he especificado, en más de una ocasión que era por problemas con el juego, la primera de ellas el 9 de junio, adjunto fotos de los correos, a los cuales, no me respondieron a ninguno de ellos.

Thank you for the screenshots. Could you please forward me the email from June 9 (veronika.l@casino.guru)? Have you made sure you sent it to the correct casino email?

Yes, the one they told me I had to request.

I just forwarded the email to you.

Si, al que me dijeron ellos que tenía que solicitarlo.

Te acabo de reenviar el correo.

Thank you very much, Vrossi166, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Vrossi166,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Silverplay Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

As you know, we have specific dedicated email address for such requests, and as soon as the user alerted us about their problem, we have instructed him to send his requests at customercare@silverplay.com.

We have received the referred request on the 27th of Aug, and later on the 3rd of Sep, the account was closed.

As for the first screenshot since the 9th of June (desired period was missing), the account was closed for 30 days as precaution, and the user was notified about that via the same mail communication. The user has later came with a query why is the account still closed after 30 days, and requested it to be re-opened. 

Do note however that despite the fact that both requests were not formatted properly as per our T&C(needs to contain clear reason and timeframe), we have took the necessary steps and have closed the account permanently.

Best regards,

Silverplay Casino Team

Hello Vrossi166,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru