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

1. ) Yes, I have successfully made withdrawals from Silverplay in the past to my previous bank account (Kreissparkasse). However, my bank informed me that they would no longer process transfers related to online gambling, which is why I updated my banking details for this €5,000 transaction.

2.) I have attached the screenshot of my account's withdrawal history showing the €5,000 transaction.

3.) No, the casino has never provided any timeframe or confirmed that an official payment trace was launched with Inpay. Instead, their support repeatedly sent generic automated responses asking me to wait or check with my bank again—completely ignoring the official bank rejection document and Inpay's email confirmation.

Best regards,

Alex

Thank you for your reply.

Please forward me all communication between you and the casino's customer support regarding the return of the funds from the failed withdrawal to your casino account at veronika.f@casino.guru.

I have sent the e-mails. Best regards.

Dear 73Alex

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello 73Alex,

I'm Michal, and I have taken over your complaint. I have reviewed the case, and I will contact the casino to obtain further clarification and evidence regarding the circumstances and see how I can assist in resolving the matter.

I would also like to invite Silverplay Casino to join the discussion.

Dear Silverplay Casino,

Could you please clarify why the player's €5,000 withdrawal has still not been credited back to their casino account, despite the considerable time that has passed since the transaction failed and was declined by the player's bank?

Please confirm with your payment provider the status of this transaction and let us know when the funds will be returned to the player's account.

If there are any factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

​Dear Michal,

​Silverplay has sent me the following message regarding my case:

​"Please keep in mind that, as previously informed, the withdrawal was successfully approved on our side. Although your bank has advised that the amount was returned, the funds have not reached us. Should the funds be received, they will be credited back to your gaming account. In order to assist you further and conduct a thorough investigation, we kindly ask you to provide us with an updated bank statement..."

​I would like to clarify two crucial points:

​Inpay Confirmation: The payment provider Inpay (Ticket ID: Miguel Castro) has explicitly confirmed in writing that the funds were already returned to Silverplay / Bellona N.V. on their side. Therefore, claiming that the funds "have not reached them" is factually incorrect. The merchant’s payment processor is already in possession of the returned €5,000.

​Privacy: I have already provided the official bank rejection document confirming that my bank blocked and returned the transfer. I will not share full private bank statements on third-party platforms for privacy reasons, nor is it required since the rejection document and Inpay's confirmation already prove the exact trajectory of the funds.

​I kindly ask Silverplay to check their Inpay merchant account directly with the provided transaction/ticket details to credit the €5,000 back to my casino account.

​Best regards,

Alex

Dear 73Alex,

I have tried to contact the casino repeatedly but have received no response. I'm afraid there is not much that can be achieved without cooperation from their side. Although we, as an independent dispute mediator, have absolutely no influence over transactions between financial institutions, the lack of response from the casino is quite concerning. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider escalating your case to the Alternative Dispute Resolution (ADR) provider. All licensed operators under Anjouan Gaming (AOFA) Authority are required to engage one or more Alternative Dispute Resolution ("ADR") providers approved by the Authority.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru.

You might also find our How to submit a complaint to a regulator | Casino Guru useful. You might also consider reporting this behaviour to authorities that oversee financial transactions in your country.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru