Silverplay Casino - Player's withdrawal is delayed and unresolved.

Dear CasinoGuru Team,

I am submitting this complaint against Silverplay regarding an unallocated returned withdrawal of €5,000.

Summary of the issue:

1.) I requested a withdrawal of €5,000 via Inpay.

2.) My bank refused/rejected the incoming transfer due to internal banking policies.

3.) Because the transfer was rejected at the banking network level, the €5,000 bounced and was returned directly to Inpay's account on 17/07/2026. The funds never touched my personal bank account balance.

4.) I contacted Inpay directly, and their support explicitly confirmed (Ticket Ref: Miguel Castro) that all return/reconciliation data is provided directly to the merchant (Silverplay).

5.) I have provided Silverplay with:

• My full official PDF bank statement.
• Official written confirmation from my bank explicitly proving that the transfer of €5,000 was refused and sent back to Inpay with the transaction reference.

The Problem: Despite providing full official proof from my bank for several weeks, Silverplay's support keeps giving me automated canned responses, asking me to wait or check with my bank again for an incoming credit entry—which is logically impossible since the bank refused the transaction.

I have set a deadline for the casino to manually reconcile the returned transfer with Inpay, which expired yesterday without any progress or resolution. Even my VIP manager only refers me back to the support department.

The funds are currently held by their payment processor Inpay waiting for Silverplay to claim and reconcile them. I kindly request CasinoGuru's assistance to escalate this matter to Silverplay's management/finance team so the €5,000 can be credited back to my casino balance.

Thank you for your support.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Can you please send me a screenshot of the withdrawal history in your casino account, showing the transaction your complaint is about?
• Has the casino specified how long the investigation of the lost transaction should take?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika