The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Silverplay Casino - Player claims that payment has been delayed.
Opened
Current status
Waiting for player to reply
3d 23h 12m 18s
Silverplay Casino
Safety Index 5.4 Below averageCase summary
Discussion
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3 weeks ago
Translation
Hello,
On August 11, 2026, I deposited €25 at Silverplay and won €180. On August 14, I deposited another €20 and increased my balance to €450. I wanted to withdraw this amount using the cryptocurrency Solana. They then requested numerous documents from me: ID photos, a selfie with my ID, and two utility bills for address verification. Today, they rejected my withdrawal and blocked access to my account, stating it was "Under Review." The KYC team only responds to my emails once a day and requests documents one after another. For example, on day one, they asked for my ID, then the utility bills the next day, and the selfie on the third day. Everything is supposed to be sent via email, which raises serious privacy concerns. I feel like the casino is stalling me. They haven't given me a reason for blocking my account or withholding my funds.
Therefore, I'm now contacting Casinoguru and hoping they can help me. I enjoy playing games and can accept a 1-2 day verification process, but Silverplay is deliberately dragging their feet and refusing to pay out!
I've attached some screenshots of the endless email exchange and proof that I sent everything. This lengthy email exchange alone speaks volumes about the trustworthiness of this casino.
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3 weeks 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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3 weeks ago
Dear nickerklaus,
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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2 weeks ago
Dear nickerklaus,
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
- Is your account still blocked?
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Have you accumulated your winnings with or without an active bonus?
- Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
Thank you in advance for your reply.
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2 weeks ago
TranslationMy account is still blocked. I sent two utility bills for address verification and a bank statement. I also sent photos of my ID and a selfie holding my ID. The last time I sent anything was on August 20, 2026. This morning at 10:00 AM, I received a message stating that my account is still under review, but it remains blocked. Therefore, I cannot send a screenshot of the verification page, as this casino does not have one. Everything has been handled via email.
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1 week ago
Thank you very much for your reply, nickerklaus.
Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.
I understand this may take time, so I appreciate your assistance.
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3 days ago
Dear nickerklaus,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
