Silverplay Casino - general discussion

If you want to discuss anything related to Silverplay Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

But this mess is reliable. Withdrawal times are fast or not?

Hello,

according to the latest complaints, to me, it seems that withdrawals are ok. Frankly, I can't comment on the waiting time since there is little communication about this casino. Feel free to check user reviews and complaints.

I can advise using cryptocurrency as a better withdrawal option, however.

Hello, I joined this casino 2 days ago and I did it because casinoguru gives a reliability rating of 8/10 (so I trusted you). But reading the reviews, I must say that I'm worried about this because after paying 200 euros and then another 200 I WON 1350 euros that I requested tonight. I state that despite having requested a confirmation email for my account yesterday, nothing came to me from customer support. Now we will see what to do. I state that I have NOT subscribed to any bonus for my bets made all on the LIVE casino of the site portal.

Today's update, they asked me for a TIDE of documents to verify my account. Used credit cards, account of a bill (which I do not have in my name) to verify identity card address, bank account with proof of account statement and bank details ... In short, crazy. On my own initiative I sent a selfie with my identity document IN HAND ... Now let's see what they come up with ... I'm curious.

I did not receive my prior card ... first they asked me for the bills to be paid by my electricity, Aqua, GAS, Internet, then the photo of my credit card

Now they were looking for reasons that I did not take the sample well ...

And one week I have been waiting for my winning payment of 400 euros

And I haven't received anything yet

By silverplay

Hello,

sadly the first-time withdrawal is usually bound to the standard KYC procedure, but it is necessary after all. I think you will be asked to provide several documents in order to receive your winning, hopefully, it all be quick and smooth.

Did you opt for the same payment option you used for the deposit, please?

Hello,

as I already mentioned a few minutes ago, this is a standard verification and must be done properly in order to release the winnings. The casino is regulated by local law and regulations, it's not something they do "for fun".

Is there any document you find hard to provide, please? 

I would have liked to use the same payment option for the withdrawal but it is IMPOSSIBLE to do so I was cheisto to do it by wire transfer. Yesterday afternoon I sent so many documents, now let's see what happens.

I dare to say that there are several problems worldwide with the payment options and restrictions applied to withdrawal options and it could get quite complicated to find the withdrawal option accepted by both sides.

I'd say that it got worst lately.

Anyway, have all documents been already accepted, please?

I have not received any information about it so far. However if they have anything to dispute it would be just to try NOT to pay the winnings. 🤷🏻‍♂️

Sorry, but at this point it seems to me that you are looking for excuses for this mess that practically 95% of users complain about (and the score you gave it is a joke). What I mean is that we USERS AND CUSTOMERS feel insulted by certain behaviors (which obviously always focus on the hope that no one ever wins so no one ever requests the withdrawal). Basically when you pay the money they take it immediately and if you have to withdraw instead you have to HOPE and PRAY? Are you sure the justifications for the casino are right? Maybe the only mistake some casino customers made was to win, or am I wrong? Because all these delays to make a payment and to check the documents (which you are not asked for when you pay and lose the money!) I or I sent the documents a day ago and they are all accurate (the same that Eurobet Sisal and Lottomatica have to name a few) and perfect but I haven't received any response yet. I would like to understand only this. There are casinos like Lottomatica, Eurobet, Sisal that pay IN REAL TIME. Maybe these casinos I mentioned think differently, maybe they believe that service, transparency and timing are an advantage to keep customers. Evidently, for others it is more important to try to keep the money or hope that customers lose it all. Even if your judgments reflected the reality of the cain certainly the casino would change certain dynamics to stay alive. Otherwise, how does he survive if he loses all customers (these behaviors can only produce this effect).

You say you sent the documents a day ago and nothing happened. Other casinos pay instantly, this one doesn't. The explanation might be much easier than you think. I worked in a casino where the documents verification was usually very fast and withdrawals were processed within an hour. On the other hand, I remember that in some cases, the verification took a few days and processing the withdrawal could take a few days + you needed to wait a few more days until the money reach your bank account.

The explanation is simple - sometimes, we didn't have enough employees to verify the documents fast enough. Some of them were on vacation, others were sick. In other cases, let's say someone from the marketing team for the UK did a mistake, sent a message to thousand players saying that they have free spins on their account, but they didn't have them. Logically, they started contacting us via email, phone, live chat and the customer support was overwhelmed because of the mistake. In such a case, we didn't have time to do our regular job - verifying documents and processing withdrawals. It sometimes too 2-3 days until we managed to get back to normal.

What I'm trying to say is that the longer waiting time is usually caused by the lack of employees. In some cases, it's just temporary, but in other cases, it's simply always like that, because they're understaffed.

Hi, I can not share the excuse of the lack of staff, because, frankly, the cases of complaints are too many. Here we are talking about unpaid money of continuous document requests. My personal experience at other casinos like the ones I mentioned in my previous post is SUPERB. I just made a mistake, I trusted your score on this casino. In chat they DON'T give me a DEFINITIVE answer they don't tell you a day and a precise hour is all smoky. In their terms and conditions they write that "within 48" the payment is processed. I don't know what I'm supposed to think that 56 has been through? And probably more days will pass. In your opinion is it serious to behave like this and alarm the customer? When I lost my money they took it right away though! Not after 4 days!

Hello,

I got your point but we try to provide casinos with enough time pool to deal with any possible complications.

Allow me to quote here from your complaint:

"...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."

I can imagine it sounds unpleasant but this is how we proceed.

I hope you understand.

Okay now but I'll tell you another one yesterday I made two deposits with my Mastercard credit card.

I guess you know that Mastercard has for some time inserted a tool called MASTER ID CHECK (ie they send you a text message with an OTP code to verify that the transaction is safe).

Well yesterday I did as I wrote 2 deposits and the casino deposit system COMPLETELY MADE A BYPASS ON THE CONTROL SYSTEM. The two deposits were € 200 each but incredibly, I was charged € 212.65 for each one on my bank account! I MADE A COMPLAINT IMMEDIATELY AND AM AWAITING A RESPONSE.

Hello,

I know that in some cases, this tool you described, can be simply avoided by saving your payment option via google profile - or at least it works for me with the Visa card.

What concerns me the most is the enormous fee, however.

Kindly let us know what you get from the casino's side.

For your information I inform you that they have asked me for further documentation for (I have sent the obvious screenshots and with the few transactions I have made it is clear that they are teasing me and taking my time). Basically every time you pour, they STEAL between 5 and 6% (I have the proof and I sent you the screenshots). It means that if you ask for a refund you have to go crazy and they also don't refund you! Because even they did, they pay you money into your gaming account that you cannot recover because the minimum withdrawal is 500 euros! They are thieves! AND YOU have given a score that makes me think about your correctness! Also if you want to withdraw more money within 30 days they ask you for 8% commissions but these clowns who wants to play with it! I asked to close the account immediately (otherwise even if you don't use it they ask you for money!). Do me the pleasure of monitoring my closure request I don't want any surprises. These are scammers and you are complicit with your review. I'm sorry but it's the reality! site reviews also on Trustpilot confirm this (and I don't think all customers are idiots). I subscribed to this site following your score and I was wrong. I should have read the reviews first. THOSE IN FACT CORRESPOND TO REALITY!

Hello,

to be honest, I can't comment about your KYC verification, because I have not seen any screenshots or documents, which is alright because I'm not the casino's employee, so I'm not directly involved.

I checked your complaint as well and I agree that ".... we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint."

That's the standard procedure.

If you can prove anything unfair toward you from the casino's side, I urge you to do so in your complaint.

To the casino's reputation:

kindly check this tab:

https://casino.guru/silverplay-casino-review#tab=js-tab-reputation read the whole article, please.

GOOD MORNING, I WOULD PLEASE INTERVENE AT THE silverplay WEBSITE. I REQUESTED THE CLOSING OF THE ACCOUNT ON DAY 3 AUGUST AT 7 AM NOW AFTER A DAY AND A HALF I HAVE NOT BEEN GIVEN ANY CONFIRMATION. I WOULD LIKE YOU TO INTERVENE ABOUT BECAUSE I NO LONGER WANT TO HAVE TO DO WITH THESE PEOPLE. ALSO I DON'T WANT TO BE CHARGED FOR ANY EXPENSES FOR INUSE. THEN PLEASE TAKE ACTION AND PRESS THE CLOSURE. THANKS MY ACCOUNT NAME is Davesaint and the email I use is the same one I use on this forum. thank you