The player from Germany is claiming an overdue bonus of 250 EUR, which he has been entitled to since late March or early April 2026. Despite multiple inquiries, the casino staff, including an employee named 'Nicki C.,' denies the bonus and pressures him into making a new deposit instead. He has set a deadline for resolution, which has expired without response, and he is now filing a formal complaint.
Silverplay Casino - Player's bonus claim has been delayed.
Opened
Current status
Waiting for player to reply
6d 22h 19m 20s
Silverplay Casino
Safety Index:Below averageCase summary
Discussion
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Public
11 hours ago
Translation
I am claiming a bonus of 250 EUR, which I have been entitled to since the end of March / beginning of April 2026.
Despite repeated inquiries via live chat, I was constantly given the runaround. In my last conversation on April 26, 2026, with employee "Nicki C.," the credit was denied. Instead, they tried to pressure me into making another deposit of €50 to receive a different bonus. This is unacceptable, as I have already fulfilled my requirements for the original bonus.
I gave the casino a 48-hour deadline via email, which expired without result on April 28, 2026. The casino is not responding to my formal complaint.
Key points:
- Bonus overdue for over 4 weeks.
- Support refuses to escalate to superiors.
- Support is trying to "upsell" (force a new deposit) instead of solving the problem.
- Formal deadlines were ignored.
I am attaching all evidence (chat log as PDF, email correspondence and current account balance) to this complaint.
I have additional screenshots (email correspondence and account balance) that I couldn't upload due to their file size. I'll gladly send them by email once a case worker has reviewed the matter.
Automatic translation:
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1 hour ago
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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify which bonus you intended to activate? Please post a link or promo code you used to activate the offer here in this thread.
- Did the casino clarify why the bonus wasn't credited to you?
- Have you already played with your deposit, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
