Vertaling 
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 (customercare@silverplay.com). 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,
Betwiste bedrag: 300000$
Casino: Silverplay Casino
Zaaknr.: 4632
