The main reason for this complaint is to demand a full refund of 300,000 ARS deposited and lost on SilverPlay due to the operator’s direct negligence in processing my self-exclusion request, eventually closing my account with a delay of over 20 days. Chronology of events: June 13, 2026 (7:28 p.m.): SilverPlay support (Marco R.) emailed asking why I wanted to close my account. June 13, 2026 (8:43 p.m.): I replied explicitly declaring a severe gambling problem: "I cant control myself, i cant stop, i Lost 15 mil ars no more losing". Upon receiving an explicit addiction warning, the operator had the immediate duty to lock the account. June 14, 2026 (4:41 a.m.): Instead of closing it, they sent a bureaucratic reply telling me to resend the request to another email address (customercare@silverplay.com). June 17, 2026: Because the account remained open, a fund transfer was processed. I contacted payment provider SmartFastPay at 9:01 a.m. to stop it, but was informed at 9:15 a.m. that funds would automatically credit to the active casino account. Severe Delay: The casino took more than 20 days to finally close my account, during which the funds were lost due to the vulnerability caused by their inaction. Missing License Seal: To make matters worse, SilverPlay does not display any clickable Anjouan license seal on their website footer, intentionally blocking players from submitting a formal regulatory dispute. I request LCB's mediation to address this severe breach of Responsible Gaming policies and require SilverPlay to refund the 300,000 ARS lost following my self-exclusion request. Evidence attached.
Importo contestato: 300000$
Casinò: Silverplay Casino
Case #: 4513
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