Silverplay Casino - Das Spielerkonto wurde aufgrund von Suchtproblemen geschlossen.

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.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

1. Have you contacted the casino through the recommended address? Yes, but I want to emphasize the operator's systemic failure: my explicit declaration of gambling addiction was sent on June 13th to official support ( support@silverplay.com Instead of immediately blocking the account as a preventative measure upon learning that they lacked control, the casino responded on June 14th by imposing bureaucratic hurdles and redirecting me to another email address (customercare@). The first line of support was supposed to freeze the account immediately.

2. Could you confirm if you still have access to your account? Yes, I absolutely confirm that. Today, 10 days after confessing my addiction problem and begging them to close my account, my SilverPlay account remains completely OPEN and accessible. This demonstrates the casino's continued and utter negligence, which leaves me in a completely vulnerable position.

3. Could you clarify if you have initiated a refund process with your bank? No, there is no active refund or chargeback process with my bank (Mercado Pago). In fact, seeing that my account was still open due to negligence, on June 17th at 9:01 am I immediately contacted the intermediary payment gateway (SmartFastPay) to plead with them to stop the transfer of the 300,000 ARS and return the funds. At 9:15 am, the gateway's head of support (Juliano Paris) formally clarified that their system did not allow direct refunds and that the funds would inevitably be deposited into the casino's account.

I look forward to your comments. Thank you very much.

1. ¿Te has puesto en contacto con el casino a través de la dirección recomendada? Sí, pero quiero recalcar el fallo sistémico del operador: mi declaración explícita de adicción al juego fue enviada el 13 de junio al soporte oficial (support@silverplay.com). En lugar de bloquear la cuenta de inmediato de forma preventiva al leer que no tenía el control, el casino respondió el día 14 de junio imponiendo trabas burocráticas y derivándome a otra casilla (customercare@). Se supone la primera línea de soporte tenía la obligación de congelar la cuenta en el acto.

2. ¿Podrías confirmar si aún tienes acceso a tu cuenta? Sí, lo confirmo rotundamente. Hoy, 10 días después de haberles confesado mi problema de adicción y haberles rogado que cerraran mi cuenta, mi cuenta de SilverPlay sigue completamente ABIERTA y accesible. Esto demuestra una negligencia continua y absoluta por parte del casino, que sigue dejándome en una situación de total vulnerabilidad.

3. ¿Podrías aclarar si has iniciado un proceso de reembolso con tu banco? No, no hay ningún proceso de reembolso o contracargo activo en mi banco (Mercado Pago). De hecho, al ver que mi cuenta seguía abierta de forma negligente, el mismo 17 de junio a las 9:01 a.m. me comuniqué de inmediato con la pasarela de pagos intermediaria (SmartFastPay) para suplicarles que frenaran el envío de los 300.000 ARS y los devolvieran. A las 9:15 a.m., el jefe de soporte de la pasarela (Juliano Paris) me aclaró formalmente que su sistema no permitía devoluciones directas y que los fondos ingresarían inevitablemente a la plataforma del casino. 

Quedo a la espera de sus comentarios. Muchas gracias.

Thank you for your reply. Could you please forward the self-exclusion request you have sent to customercare@silverplay.com? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please confirm when was the last time you made a successful deposit at Silverplay Casino?

Thank you for your patience and cooperation.

Dear Attila,

Thank you so much for taking my case. Below, I will answer your two questions directly:

1. Regarding the self-exclusion request: On June 13, 2026, the casino's own support team sent me an official email with the subject "Your account closure request". I proceeded to reply directly to that same official email ( support@silverplay.com ) at 8:43 pm, explicitly stating my addiction with the words: "I can't control myself, I can't stop, I lost 15 thousand years, no more losing."

I have attached a screenshot of the header of that email which shows that it is a direct reply (Re:) in the same conversation thread that they opened, trusting in good faith that it was the correct channel.

2. Regarding the last successful deposit: I confirm that my last successful deposit at Silverplay Casino was made on June 16th at 3:07 PM for an amount of 300,000 ARS.

I will send you all the backup screenshots I have, in detail, via email to your personal address. I remain available for the next steps.

Estimado Attila,

Muchas gracias por tomar mi caso. A continuación, respondo concretamente a sus dos preguntas:

1. Sobre la solicitud de autoexclusión: El día 13 de junio de 2026, el propio soporte del casino me había enviado un correo electrónico oficial con el asunto "Your account closure request". Yo procedí a responder directamente a ese mismo correo oficial (support@silverplay.com) a las 8:43 p.m., manifestando explícitamente mi adicción con las palabras: "I csnt control myself, i cant stop, i Lost 15 mil ars no more losing".

Adjunto la captura de pantalla de la cabecera de ese correo donde se demuestra que es una respuesta directa (Re:) en el mismo hilo de conversación que ellos abrieron, confiando de buena fe en que era el canal correcto.

2. Sobre el último depósito exitoso: Confirmo que mi último depósito exitoso en Silverplay Casino fue realizado el día 16 de junio a las 15:07 por un monto de 300.000 ARS.

Todas las capturas de pantalla de respaldo que tengo se las voy a enviar detalladas por correo electrónico a su dirección personal. Quedo a disposición para los siguientes pasos.

I believe that requiring me as a player —who I already explicitly warned you about, that I was unable to control myself— to send another email and wait days until you look at it, is deliberately exposing me to continue losing money.

If I had already been making deposits and at one point I told them "enough," the account should have been closed right there. They had already withdrawn money before I raised my hand, but that warning should have been the limit.

I am currently closing my accounts on other sites to protect myself and avoid falling into the trap, and on all reputable platforms, when someone states that they have a gambling problem and don't want to throw away any more money, self-exclusion is IMMEDIATE.

In this case, Silverplay decided to profit from me using absurd bureaucracy, knowing that I was in a situation that, unfortunately, I could no longer handle on my own.

Considero que exigirme a mí como jugador —que ya les avisé explícitamente que no me estaba pudiendo contener— tener que mandar otro correo y esperar días hasta que lo miren, es exponerme deliberadamente a seguir perdiendo dinero.

Si yo ya venía haciendo depósitos y en un momento les digo "basta", la cuenta debe cerrarse ahí. Ya me habían sacado dinero antes de que yo levantara la mano, pero el límite debió ser ese aviso.

Actualmente estoy cerrando mis cuentas en otros sitios para protegerme y no caer en el juego, y en todas las plataformas serias, cuando uno manifiesta que tiene problemas con las apuestas y que no quiere tirar más dinero, la autoexclusión es INMEDIATA.

En este caso, Silverplay decidió lucrar conmigo utilizando una burocracia absurda, sabiendo que me encontraba en una situación que, desgraciadamente, ya no podía manejar por mí mismo.

Update: Today, July 2nd (20 days after my self-exclusion request via email), my account was finally closed (screenshot attached). It's a shame they took almost three weeks to react, allowing me to deposit and lose 300,000 ARS when I explicitly warned them on June 13th that I had self-control issues. The casino seriously failed in its responsible gambling protocol during this entire time.

Actualizo el caso: hoy recién, 2 de julio (20 días después de mi solicitud de autoexclusión por correo), por fin se cerró mi cuenta (adjunto captura de pantalla). Es una lástima que en el medio hayan tardado casi tres semanas en reaccionar, permitiéndome depositar y perder 300.000 ARS cuando explícitamente les advertí el 13 de junio que tenía problemas de autocontrol. El casino falló gravemente en su protocolo de juego responsable durante todo este tiempo.

Update: Just today, July 2nd (20 days after my self-exclusion request via email), my account was finally closed (screenshot attached). It's a shame they took almost three weeks to react, allowing me to deposit and lose 300,000 ARS when I explicitly warned them on June 13th that I had self-control issues. The casino seriously failed in its responsible gambling protocol during this entire time.

Actualizo el caso: hoy recién, 2 de julio (20 días después de mi solicitud de autoexclusión por correo), por fin se cerró mi cuenta (adjunto captura de pantalla). Es una lástima que en el medio hayan tardado casi tres semanas en reaccionar, permitiéndome depositar y perder 300.000 ARS cuando explícitamente les advertí el 13 de junio que tenía problemas de autocontrol. El casino falló gravemente en su protocolo de juego responsable durante todo este tiempo

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Martinluppo, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Silverplay Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej, thank you so much for taking my case.

To clarify the situation regarding self-exclusion: On June 13, 2026, I responded to an official email from Silverplay support ( support@silverplay.com ) urgently and explicitly stating my gambling addiction problem with the phrase: "I can't control myself, I can't stop, I lost 15 thousand dollars, no more losing."

Instead of immediately blocking my account as a preventative measure for responsible gambling, the casino imposed bureaucratic obstacles on me on June 14, asking me to send another email to a different address (customercare@).

On June 16th, I made a deposit of 300,000 ARS. Seeing that the money was taking a long time to appear and that my casino account was still open, I immediately contacted the intermediary payment gateway (SmartFastPay) on June 17th at 9:01 AM to ask them to stop the transfer and return the funds to my Mercado Pago account. The gateway's support explained that the system did not allow direct refunds and that the funds would be automatically credited to the platform.

When the money arrived in an account that should have been strictly blocked since June 13, the funds were lost. The account was only actually closed on July 2 (20 days after my confession of addiction).

I demand a refund of those 300,000 ARS, since that money was deposited and lost due to the operator's absolute negligence and lack of protocols.

Hola Matej, muchas gracias por tomar mi caso.

Para aclarar la situación sobre la autoexclusión: el día 13 de junio de 2026, respondí a un correo oficial del soporte de Silverplay (support@silverplay.com) manifestando de forma urgente y explícita mi problema de adicción al juego con la frase: "I cant control myself, i cant stop, i Lost 15 mil ars no more losing".

En lugar de bloquear mi cuenta inmediatamente de forma preventiva por juego responsable, el casino me impuso trabas burocráticas el 14 de junio, pidiéndome que enviara otro correo a una casilla diferente (customercare@).

El día 16 de junio realicé un depósito de 300.000 ARS. Al ver que el dinero se demoraba en impactar y que mi cuenta de casino seguía abierta de forma negligente, el 17 de junio a las 9:01 a.m. me comuniqué de inmediato con la pasarela de pagos intermediaria (SmartFastPay) para rogarles que frenaran el envío y devolvieran los fondos a mi cuenta de Mercado Pago. El soporte de la pasarela me explicó que el sistema no permitía la devolución directa y que los fondos ingresarían obligatoriamente a la plataforma.

Al llegar el dinero a una cuenta que debió estar estrictamente bloqueada desde el 13 de junio, los fondos se terminaron perdiendo. La cuenta recién fue efectivamente cerrada el 2 de julio (20 días después de mi confesión de adicción).

Exijo el reembolso de esos 300.000 ARS, ya que ese dinero se depositó y se perdió por la absoluta negligencia y falta de protocolos del operador.

Hi Matej, I've attached the screenshot from July 2nd, the exact day the casino finally blocked my access. As you can see in the image, the system displays the message 'Login denied due to Self-exclusion'.

Although the casino interface does not display the date on the sign, I took the screenshot at the same moment it happened and rushed to post the notice on this forum on July 2nd, certifying the date of the final block after a 20-day delay by the operator.

Hola Matej, te adjunto la captura de pantalla correspondiente al 2 de julio, el día exacto en que el casino finalmente bloqueó mi acceso. Como podrás ver en la imagen, el sistema arroja el cartel de restricción por autoexclusión ('Login denied due Self-exclusion').

Aunque la interfaz del casino no muestra la fecha en el cartel, tomé la captura en el mismo momento en que ocurrió y corrí a dejar el aviso asentado en este foro el 2 de julio, certificando la fecha del bloqueo definitivo tras 20 días de demora por parte del operador.

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’ which may negatively affect its rating.

Thank you very much, Matej. I await the casino's response within this new timeframe. I stand by my position due to the lack of response to my self-exclusion requests.

Muchas gracias, Matej. Quedo a la espera de la respuesta del casino durante este nuevo plazo. Mantengo mi postura firmemente debido a la falta de respuesta a mis solicitudes de autoexclusión

Dear Martinluppo,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First and foremost, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej