Silverplay Casino— player complaints: 8 in English

Dear LCB Team / Mediator, I am submitting this complaint to request the immediate and permanent closure of my account at SilverPlay Casino due to severe gambling addiction, as well as a full refund of 300,000 ARS deposited and lost as a direct result of the operator's failure to enforce self-exclusion policies. The timeline clearly shows a critical breach of Responsible Gambling regulations: June 13, 2026 – 7:28 PM: SilverPlay support (Marco R.) emailed me asking for the reason behind my account closure request. June 13, 2026 – 8:43 PM: I replied explicitly stating my lack of control and gambling problem: "I cant control myself, i cant stop, i Lost 15 mil ars no more losing". June 14, 2026 – 4:41 AM: Despite receiving an explicit red flag regarding gambling addiction, SilverPlay failed to block my account immediately. Instead, they sent a bureaucratic reply instructing me to resend the request to another email address ([email protected]). June 17, 2026 – 9:01 AM: Because the account remained open, a pending transfer went through. I contacted the payment gateway (SmartFastPay) to halt the transaction and return the funds to my Mercado Pago account. June 17, 2026 – 9:15 AM: SmartFastPay support lead (Juliano) informed me that the system could not cancel the transfer directly and that the funds would enter the casino platform first. Since my account was negligibly kept active after an explicit admission of gambling problems, the credited funds were completely lost. I request LCB’s mediation to compel SilverPlay to: Permanently close my account under Responsible Gambling guidelines. Refund the 300,000 ARS deposited due to their failure to act upon a clear self-exclusion request. I have attached all supporting evidence, including screenshots of my explicit addiction disclosure, the casino's response, and the communications/receipts from the payment processor. Sincerely, Disputed amount: 300000$ Casino: Silverplay Casino Case #: 4632

The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 20 Aug 2026 Automatic translation:

I am writing to submit a formal complaint regarding a missing deposit at Silverplay Casino that has not been credited to my player account. On June 16, 2026, I made a deposit of 300,000 ARS. Since the casino platform does not operate in Argentine Pesos (ARS), I did the conversion to US Dollars, which comes out to exactly $205.48 USD. It has been 3 days now, and the funds are still nowhere to be seen in my casino balance. Today, I received an official email from the payment gateway provider confirming that the transaction was successful and that the funds were correctly credited to the destination platform. However, whenever I contact the casino's live chat or support team, they keep giving me evasive answers and excuses instead of resolving the issue or properly checking their system. Since the payment processor has already confirmed the successful transfer on their end, the money is clearly with the casino. I have attached the official payment confirmation email and receipt as proof of transfer, showing the original amount in ARS. I would highly appreciate your assistance in contacting the casino management to track down my funds and have them credited to my account as soon as possible. Thank you for your time and support. Best regards, Disputed amount: 205.48$ Casino: Silverplay Casino Case #: 4408

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 ([email protected]). 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. Disputed amount: 300000$ Casino: Silverplay Casino Case #: 4513

The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. The complaint was resolved because he confirmed that the issue had been fixed and marked the case as resolved using the dedicated button. We then closed the complaint as resolved in our system based on his confirmation.

The player from Córdoba requested the immediate closure of his SilverPlay casino account due to severe gambling addiction and demanded a refund of ARS 300,000 lost as a result of the casino's negligence in processing his self-exclusion request. He outlined a series of events demonstrating a breach of Responsible Gaming policies, including a delayed response from the casino that allowed funds to be lost. The complaint was marked as unresolved by the Complaints Team due to the casino's lack of cooperation and failure to respond. The player's account was finally closed 20 days after his initial self-exclusion request, but the requested refund was not granted. The player was advised to seek assistance from the relevant gaming authority and use self-protection tools to prevent further gambling harm.

The player from Germany was unable to withdraw funds from Silverplay.com, as the casino refused to process payouts of both €102 and €570. He reported that his emails went unanswered. Despite multiple requests from the Complaints Team for evidence and communication with the casino, the player failed to respond. Consequently, the complaint was closed due to lack of cooperation, while the player retained the option to reopen it in the future.

I am lodging a formal complaint against Silverplay Casino for a critical breach of Responsible Gambling regulations. The casino failed in its duty of care by completely ignoring an explicit declaration of gambling addiction, which resulted in a subsequent loss of 300,000 ARS. My registered username is▇▇▇▇▇▇▇▇▇. Chronology of events: 1. On June 13, 2026, I requested my account closure. Support agent Marco R. replied at 7:28 p.m. asking for the reasons behind my request. 2. At 8:43 p.m. on June 13, I explicitly replied stating: “I cant control myself, i cant stop, i Lost 15 mil ars no more losing”. 3. Instead of immediately locking my account under standard safety protocols for vulnerable players, the casino replied roughly 8 hours later (June 14 at 4:41 a.m.) under the same ticket reference [X4GL05-3PX5G][. They textually told me to send another email to a different department ([email protected]) to "review" my request. The Breach: By keeping my account fully active and forcing a player to go through further bureaucratic steps after stating textually "I cant stop"[cite: 1], Silverplay completely violated basic responsible gaming standards. They left the platform wide open for me to continue making transactions, causing an entirely avoidable loss of 300,000 ARS after June 14th. I possess full email evidence of this exchange (attached as "1.pdf" and "2.pdf") showing the ticket numbers and timestamps. As a resolution to this complaint, I demand the immediate permanent closure of my account and a manual refund of the 300,000 ARS that I deposited after my explicit declaration of losing control.