The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The withdrawal delay was explained as common due to processing times, KYC verification, or high withdrawal volumes. The player was advised to wait at least 14 days before escalating the issue. The complaint was marked as resolved after the player confirmed the issue had been addressed.
Silverplay Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,900
Silverplay Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
I would like to file a complaint regarding the processing of my withdrawal at SilverPlay.
I requested a withdrawal of €3,900. Since then, the processing has been significantly delayed. Although deposits are processed instantly by this provider, the withdrawal has not been completed for days.
As part of the verification process, I have already submitted all the required documents, including:
ID card
Driver's license
Electricity bill as proof of address
Bank statement / proof of bank
After these documents had already been submitted and, according to the provider, checked, they additionally requested a photo of me holding my ID card or driver's license. I provided this proof as well.
Afterwards, I received a notification from the KYC team that my documents had been received and reviewed, and that I would soon receive feedback from the payments team regarding my payout. They also left open the possibility that they would contact me again if further documents were required.
Despite this, the payout was still not completed. Upon my inquiry, I only received a general response from support stating that my payout was currently being "reviewed," processed by another department, and that processing could take some time. I was not given a specific timeframe, a clear status, or a definitive statement as to whether anything was still required from my end.
I have been waiting for my payment to be processed since Thursday and have not received any clear or binding information to this day. From my perspective, it seems that the payment is being unnecessarily delayed despite the complete submission of all required documents.
I therefore request your support or review of the case. From my perspective, the following points are particularly problematic:
repeated requests for verification documents
No clear statement as to whether the verification is finally complete.
No transparent information about the processing time
Despite my full cooperation, payment is still delayed.
I have submitted all the required documents completely and cooperatively and request that the payment be processed immediately.
Provider: SilverPlay
Payout amount: €3,900
Status: Under review since Thursday / no clear final announcement
Automatic translation:
Public
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear marjinal69,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear marjinal69,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
