The player from Mexico had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved after confirming that the player's account had been successfully verified and the withdrawal had been approved by the casino. The player marked the complaint as resolved, and we updated the status in our system accordingly.
Silverplay Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: Mex$15,500
Silverplay Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
In this casino in order to withdraw your money they ask you to bet x5 the amount you deposited, I am only uploading some screenshots of so many that I already have with support chat, since every time I contact them asking about the missing rollover they always say different amounts, so I took the task of adding the amounts bet on sports and live casino, I deposited a total of 8000 mxn, so I need to bet 40000 mxn to be able to withdraw, adding my amounts for sports and live casino I have around a little more than 42000 MXN, I have contacted support asking why they keep rejecting me but it is a casino that works with its departments totally separate and they have no communication, therefore they always tell me the same thing, the corresponding team will contact you, but when they reject my withdrawal the corresponding team tells me to read the terms and conditions or contact support, totally contradictory the truth.
Recently they limited my sports account so I can't make a single bet, but thanks to the live casino I was able to complete the rollover, since there is no other way I can continue betting to complete that requirement, but even in the same support they told me that real money bets in the live casino do count towards rollover, honestly I don't usually bet in the live casino, only in sports, so I just want the withdrawal to be credited to me so I can stop interacting with the casino.
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4 months 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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4 months ago
Dear arthurzkv,
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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4 months ago
TranslationThe problem is not that 14 days have passed, it's that on the first day they are rejecting my withdrawal due to lack of rollover, which I have actually already completed. It is a rollover on real money, we are not talking about any bonus. In this casino they ask you to play 5 times your real money to be able to withdraw, which I have already done, but they continue to reject my withdrawal for this reason in an unjustified manner.
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear arthurzkv,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
