The player from Germany requested self-exclusion on June 26, 2025, but was still able to make a €200 deposit the following day due to the request not being processed. They seek assistance with finalizing their self-exclusion and recovering their deposited funds.
Silverplay Casino - Player’s account is not closed after self-exclusion request.
Silverplay Casino
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6.4
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Current status
Waiting for Casino Guru to reply
5d 19h 46m 32s
Case summary
yesterday
Public
Novice
Public
1 week ago
Translation
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.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
6 days ago
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: [email protected]
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 [email protected].
Thank you very much in advance.
Best regards,
Natalia
Public
Novice
Public
6 days ago
Translation
Hello,
Thank you for your prompt response. I have forwarded the email to you. My player account is still active.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
yesterday
Thank you very much, Jason12, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.
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