Silverplay Casino - プレイヤーのアカウントは一時的に閉鎖されました。

Hello CasinoGuru Team,

On August 12, 2024, I explicitly requested via email (to support@silverplay.com and customercare@silverplay.com) a permanent closure of my account at Silverplay. Initially, I received no response. Finally, on August 26th (!), I received an email advising me to use a different email address (customerassist@silverplay.com) for my request, a typical strategy of NewEra B.V. casinos. So, I sent another email to the given address, highlighting my gambling problem, and on September 3rd, I received a reply directing me back to customercare@silverplay.com—the very same email address I used for my initial request. The casino only closed my account on September 23rd, and only for 30 days, allowing me to play again on the site, despite explicitly notifying the casino about my gambling addiction.

In my opinion, this is absolutely irresponsible. The casino will undoubtedly argue with their terms and conditions, but I created my account at Silverplay in June or July. A self-exclusion request should never take 1.5 months, and the account should have been permanently closed as requested. The account is currently open again, and all my losses at Silverplay could have been entirely avoidable if they had responded more swiftly and in the correct manner to my request made three times.

My complaints against New Era BV Casinos have been unsuccessful so far, but this case is beyond all others in the sheer audacity of the casino's actions!

I am asking for your help; I believe I deserve compensation.

Best regards,

Hallo CasinoGuru Team,

ich habe am 12.08.2024 per Mail (an support@silverplay.com und customercare@silverplay.com) ausdrücklich um eine permanente Sperrung meines Accounts bei silverplay gebeten, woraufhin erst einmal gar keine Antwort kam. Schließlich erhielt ich am 26.08. (!) eine Mail, dass ich eine andere Mail-Adresse (customerassist@silverplay.com) für meine Anfrage nutzen solle, eine klassische Taktik der NewEra B.V. Casinos. Also habe ich erneut eine Mail an die angegebene Adresse gesendet und auf mein Spielproblem aufmerksam gemacht, woraufhin ich am 03.09. eine Mail erhielt, dass ich mich an customercare@silverplay.com wenden solle - dies ist die Mail-Adresse, die ich bereits bei meiner ersten Anfrage verwendet habe. Das Casino schloss meinen Account erst am 23.09., und zwar für nur 30 Tage, weshalb es mir erneut möglich war, auf der Seite zu spielen, obwohl ich das Casino ausdrücklich auf meine Spielsucht aufmerksam gemacht habe.

Meiner Meinung nach ist dies absolut unverantwortlich, das Casino wird sicherlich wie immer mit ihren AGBs argumentieren, doch ich habe den Account bei silverplay bereits im Juni oder Juli eröffnet. Eine Selbstausschluss-Anfrage dürfte niemals 1.5 Monate dauern, zudem sollte der Account wie gewünscht permanent geschlossen werden. Das Konto ist aktuell wieder offen, alle meine Verluste auf silverplay wären absolut vermeidbar gewesen, wenn man schneller und vor allem in der richtigen Weise auf meine dreimalige Bitte reagiert hätte.

Meine Beschwerden gegen New Era BV Casinos waren bisher nicht erfolgreich, doch dieser Fall übersteigt alle weiteren in der absoluten Dreistheit des Vorgehens seitens des Casinos!

Ich bitte um eure Hilfe, ich verdiene meiner Meinung nach eine Entschädigung.

Liebe Grüße

Dear lolseinsohn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

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.

Could you please forward me all self-exclusion requests together with any other relevant communication between you and the casino? My email address is kristina.s@casino.guru. 

Do you currently have access to your casino account?

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,

Kristina

Hello Kristina,

I will forward you all three emails as well as the emails from silverplay1.com.

I currently have unrestricted access to my player account, despite requesting a permanent ban three times.

The casino will argue with another part of their terms and conditions, namely that you can only request self-exclusion 30 days after creating the account. However, this does not apply in this case, as the account had already been in existence for 2 months at the time of the first email.

Best regards and many thanks

Hallo Kristina,

Ich leite Ihnen alle drei Mails sowie die Mails von silverplay1.com weiter.

Aktuell habe ich uneingeschränkten Zugriff auf mein Spielerkonto, trotz dreimaliger Bitte um eine permanente Sperre.

Das casino wird mit einem anderen Teil seiner AGB argumentieren, und zwar dass man erst 30 Tage nach Erstellen des Kontos einen Selbstausschluss beantragen kann. In diesem Fall greift dies jedoch nicht, da der Account zum Zeitpunkt der ersten Mail bereits 2 Monate bestand.

Liebe Grüße und vielen Dank

Thank you for your reply, lolseinsohn. First of all, I would like to emphasize that we believe that there should not be any time restrictions on when players can or cannot request self-exclusion. If they express a gambling problem in the request, the account should be closed as soon as possible and remain closed for the desired period.

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.  

All right, thank you very much!

As expected, the casino has now permanently closed my account after I mentioned this complaint.

Nevertheless, I believe that I am entitled to a refund because the casino deliberately delayed my ban by almost 1.5 months and also reopened my account after 30 days, even though I specifically requested a permanent self-exclusion.

I hope the matter can be resolved, such delaying tactics as those used by silverplay1.com are, in my opinion, incompatible with general gambling regulations and extremely damaging to people with a gambling problem.

Best regards

Alles klar, vielen Dank!

Wie erwartet, hat das Casino mein Konto nun permanent geschlossen, nachdem ich diese Beschwerde erwähnt habe.

Dennoch bin ich der Meinung, dass mir eine Rückerstattung zusteht, da das casino meine Sperre absichtlich um knapp 1.5 Monate verzögert und zudem mein Konto nach 30 Tagen wiedereröffnet hat, obwohl ich ausdrücklich um einen permanenten Selbstausschluss gebeten habe.

Ich hoffe, die Angelegenheit kann geklärt werden, eine solche Hinhaltetaktik wie von silverplay1.com betrieben, ist meiner Ansicht nach nicht mit den allgemeinen Glücksspielvorschriften vereinbar und extrem schädlich für Menschen mit einem Glücksspielproblem.

Liebe Grüße

Dear lolseinsohn,

My name is Kubo, and I will be assisting you with your complaint moving forward. I’m truly sorry for the situation you’ve encountered, and I will do my best to help resolve this matter. After reviewing all the information and evidence you have provided, I believe your eligibility for a refund of your deposits is clear, given that Silverplay Casino appears to have failed to properly process your self-exclusion request.

I would like to invite Silverplay Casino's representatives to join this discussion and provide any relevant information that may help in resolving this issue.

Dear Silverplay Casino,

Could you please provide a detailed explanation regarding this case and clarify the reasons behind the failure to process the player's self-exclusion request correctly? Specifically, I would appreciate an explanation for the significant delays in the process, as well as the repeated referrals to different email addresses, despite the player having followed all the necessary steps outlined in the Terms & Conditions.

Your cooperation in providing clarity on this matter would be greatly appreciated.

Best Regards,

Kubo

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.