Silverplay Casino - Das Konto des Spielers wird nach der Selbstausschlussanfrage nicht geschlossen.

Good day,

On June 26, 2025, at approximately 6 p.m., I requested a self-exclusion from the above-mentioned casino via email due to my gambling addiction, as I was told in the live chat that I could only express my self-exclusion via email.

On June 27, 2025, at approximately 8:30 p.m., I was able to deposit €100. My account was not closed. I deposited another €100 around 9:30 p.m. Because the self-exclusion had not been completed, I contacted the live chat again. I was again told to submit my request by email.

I am now asking for your help to self-exclude and get my €200 back, which I paid more than 24 hours after declaring my self-exclusion.

Thank you in advance.

Guten Tag,

bei dem oben genannten Casino habe ich am 26.06.25 um ca. 18 Uhr einen Selbstausschluss aufgrund meiner Spielsucht per E-Mail beantragt, da mir im Live Chat gesagt wurde, dass ich meinen Selbstausschluss nur per Mail äußern kann.

Am 27.06.25 ca. 20:30 Uhr konnte ich 100€ einzahlen. Mein Konto wurde nicht geschlossen. Ich zahlte weitere 100€ gegen 21:30 Uhr ein. Aufgrund des nicht durchgeführten Selbstausschlusses meldete ich mich nochmals beim Live Chat. Mir wurde wieder gesagt, dass ich mein Anliegen per Mail einreichen soll.

Ich bitte nun hiermit um eure Hilfe, damit der Selbstausschluss erfolgt und ich meine 200€ zurückerhalte, die ich mehr als 24 Stunden nach der Äußerung des Selbstausschlusses eingezahlt habe.

Vielen Dank im Voraus.

Dear Jason12, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the casino's terms and conditions and found the following information about self-exclusion:

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from Silverplay.com, he/she needs to contact us on the following email address: customercare@silverplay.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis; 

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

I totally understand that you're upset because of this situation. However, we accept that self-exclusion requests require a few business days to be processed. Do I understand correctly that your player's account is still open? Would you be so kind as to forward me the account closure requests that you sent to the casino (not as a screenshot)? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Hello,

Thank you for your prompt response. I have forwarded the email to you. My player account is still active.

Hallo,

vielen Dank für Ihre schnelle Rückmeldung. Ich habe Ihnen die Mail weitergeleitet. Mein Spielerkonto ist noch aktiv.

Thank you very much, Jason12, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, the account has now been closed. I haven't received any feedback regarding the refund.

Guten Tag, das Konto wurde nun geschlossen. Eine Rückmeldung bezüglich der Rückerstattung habe ich nicht erhalten.

Dear Jason12,

My name is Kubo and it’s a pleasure to e-meet you.

I’m glad to hear that your account has now been successfully closed.

While we acknowledge there was a delay in processing your self-exclusion request, and the casino did exceed the expected timeframe for applying the account closure, it’s important to note that several deposits were made immediately after your request was submitted.

As is common practice across many casinos, self-exclusion requests are manually processed by the relevant departments to ensure they are handled properly and with due care. Unfortunately, your deposits were made during this processing window - before the casino had the opportunity to take action. For this reason, the casino cannot be held responsible for those funds.

In light of this, and from our perspective, you are not eligible for a refund of the deposits in question.

As your account has already been closed, there is no further action we can take in this matter. Accordingly, the complaint will be closed as unjustified.

Thank you for your understanding.

Best regards,

Kubo