I want to share my experience regarding…
I want to share my experience regarding Silverplay’s response time when requested to close an account for self-exclusion.
On June 13th, I contacted their official support requesting an immediate permanent account closure, stating a total loss of control over my gambling activity. Instead of freezing the account right away as a preventive measure, I received a response on June 14th placing administrative steps and directing me to a different inbox (customercare@).
Because the account remained active, a transaction of 300,000 ARS was processed via Mercado Pago on June 17th. Realizing the account was still open, I reached out to the payment processor (SmartFastPay) at 9:01 a.m. asking if the transfer could be stopped. At 9:15 a.m., their support head (Juliano Paris) informed me that they could not issue a direct refund and that the funds would proceed to the casino platform.
More than 10 days after my initial request to close the account due to loss of control, my Silverplay account remained fully accessible. I have not requested a bank chargeback, but I expected greater urgency from the operator to handle self-exclusion requests.
I am requesting the immediate permanent closure of my account and a review of the transactions processed after my initial self-exclusion notice on June 13th.