The player from Germany claimed an overdue bonus of 250 EUR, which he had been entitled to since late March or early April 2026. Despite multiple inquiries, the casino staff, including an employee named 'Nicki C.,' denied the bonus and pressured him into making a new deposit instead. He set a deadline for resolution, which expired without response, and he then filed a formal complaint. The player confirmed he lost his own deposit and did not receive the promised bonus. We closed the complaint because the player had already lost his deposited funds through play, and the casino was not obligated to refund lost winnings after the bonus was not credited initially.
Silverplay Casino - Player's bonus claim has been delayed.
Closed
Our verdict
Other
Amount: €250
Silverplay Casino
Safety Index 5.4 Below averageCase summary
Discussion
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2 months 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.
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2 months ago
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2 months 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
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2 months ago
Dear Haftschaden01,
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.
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2 months ago
TranslationHello Attila, thank you for opening this case. The summary is correct. I still haven't received the €250 bonus, and the casino isn't responding to my deadlines. I hereby confirm all the information provided.
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2 months ago
Thank you for your response. I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.
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2 months ago
TranslationHello Attila,
Thank you so much for your support. Here are the answers to your questions:
- Regarding the bonus: There was no special promotional code. It was a regular offer from the casino (a deposit bonus) that I was entitled to after making my deposit.
- Casino's explanation: No, the casino has not given me a specific reason to this day why the bonus was not credited. In the live chat, I was simply given the runaround. Finally, instead of resolving the issue, they even tried to pressure me into making another deposit.
- Regarding the balance: No, there is no money left in the account. My own deposit has already been lost, but the promised bonus of €250 was never credited.
I hope this information helps you to officially contact the casino.
Best regards, [Redacted]
Edited by a Casino Guru admin
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1 month ago
Thank you for your reply.
I am sorry to hear that the deposited funds were lost, but I understand. Since you have decided to play your balance, I’m afraid there is not much we can do for you. I understand that this would have never happened if the bonus was credited on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
