Silverplay Casino - A solicitação de exclusão da conta do jogador foi ignorada.

Hello, I've asked the casino several times to delete my account. They either don't respond or want to put me on hold with the bonus, but I'm fed up. I'm so angry because they simply don't take my messages seriously and always come back with a crap bonus. I've also explained why I want to delete my account because I've gambled away too much, but they don't care and always come back with a VIP bonus. I've also written to the casino's support several times, and they tell me the same thing every time. Contact me at the email address below. customerassist@silverplay.com If they want their account deleted, they do it and they keep coming back with the bonus.

Hallo, ich habe das Casino oftmals gebeten mein Konto zu löschen, entweder sie Antworten nicht oder wollen ein mit dem Bonus zu ruhe stellen, aber hab die schnauze voll bin so Sauer weil die einfach meine Nachrichten nicht ernst nehmen und jedesmal mit ein kack bonus ankommen, ich hab es auch beschrieben warum ich mein Konto löschen möchte weil ich zuviel verzockt habe, aber das juckt die nicht und kommen jedesmal mit ein VIP Bonus/Bonus an. Hab auch oftmals den Support im Casino angeschrieben und da erzählen die mir jedesmal das Selbe, melden sie sich unter der email customerassist@silverplay.com wenn sie ihr konto gelöscht haben möchten dann macht man es und die kommen immer wieder mit dem Bonus an.

Dear Pascal961,

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 gambling problems).

Are you concerned that gambling is becoming problematic and consuming your thoughts?

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thanks for the quick reply.

I forwarded them the email I sent to the casino, which is one of what feels like 50, but unfortunately I don't have it anymore because I often clean up my inbox and delete emails.

My email is K********@web.de

Hallo, danke für die Schnelle Antwort.

Ich haben ihnen die Email weitergeleitet, die ich dem Casino gesendet habe und das ist eine von gefühlt 50, aber die habe ich leider nicht mehr weil ich mein Postfach oft aufräume und Emails lösche.

Meine Email ist K********@web.de

Hello, my account has been closed thank you very much

Hallo,mein Account wurde geschlossen vielen dank

Hello Pascal961,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Pascal961,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru