Silverplay Casino - general discussion (page 6)

Hello, my case is the following, at the Silver Play casino I make my first deposit of €44 and receive a 100% welcome bonus and another of 25 free spins, I spend my money and the bonus without getting anything.

I make a second deposit of €100 and manage to win €230. To my surprise, when I go to withdraw those €230, my balance magically becomes €84.50. I speak to a person in the chat and they tell me that when I made my second deposit of €100 and since I had an active bonus (without money), my €100 deposit becomes part of the bonus money. This seems mind-blowing to me, what thieves.

Hmm, that seems a bit strange to me, but did you check if the bonus ended when you lost the money? I've seen this situation happen to players in the past, so the bonus has remained active even though it's not very logical when you deposit another 100 to be left with less because of the bonus.

In this case, I saw that you managed to open a complaint, so our team will try to help you. 

I strongly believe that it will be successful.

If you have something new, feel free to share it.

In case it's useful to anyone, although I already posted a review, except for the fact that they require you to bet 6 times your deposit at a minimum rate of 1.60, I'm quite satisfied with this bookmaker.

Would you like to tell us more about your experience?

Any nice wins? How was the withdrawal process, for example?

Of course, they didn't put up many obstacles except for what was mentioned in the review. However, on my first attempt, which was yesterday, they told me I had €18 left to bet. When I asked on May 10th, they told me I had completed the rollover. After playing that €18, they didn't give me any problems. I didn't win much either; in sports, they'll kick you out if you win the slightest.

So, there was some mistake regarding the rollover, right?

Have they explained it somehow, at least?

There was no mistake except that they didn't understand anything, and yes, it says so in the terms and conditions, but if you know how to bet, it's easy to meet that rollover.

What do you mean that they didn't understand, though?

Now you've got me confused, to tell you the truth.

Here is my conclusion about Silverplay Casino .

I'm not usually one to write reviews or feedback online, but out of fear, I opened a case against the casino here because my withdrawal was delayed. The more reports I read, the more afraid I became that I'd never get my money. I'm sure there are, or will be, others who experience the same thing. For these people, I'm sharing my experience and offering a final tip.

I want to share a fair and positive experience with Silverplay here because I was very skeptical at the beginning due to the many negative reviews on the internet and therefore became quite nervous.

In the end, I received the full payment of €5,000. Because it was such a large sum, I had some initial concerns about whether everything was above board. Looking back, however, I must honestly say that my case was handled correctly and completely resolved.

It's important to understand the process correctly. My first withdrawal wasn't simply ignored. I was contacted the day after my initial withdrawal request, and my account went into verification. I then had to submit the usual documents: my ID, proof of address, bank statement, and a photo of myself holding my ID. This was annoying, of course, but in the end, my account was fully verified.

The most important point in my case, however, was probably something else: I repeatedly canceled and resubmitted my withdrawal request because my balance kept increasing due to further winnings. Since Silverplay only allows one withdrawal to be open at a time, I had to cancel the old request every time I wanted to change the amount. Support later explained to me that processing is done on a first-in, first-out basis. This simply means that as soon as you cancel a withdrawal and request a new one, your new request is pushed further down the queue. This is something you should be aware of.

In retrospect, that was probably the main reason why it felt longer and more stressful than it actually was. Because once my final payout was processed and my account was fully verified, things moved relatively quickly in the end. The final payout arrived in my bank account after about one to two days. For a verified payout of this size, I think that's perfectly acceptable.

I also want to give a fair assessment of the support. Initially, much of the information was rather vague, which made me a bit uneasy. However, Nick, in particular, clearly explained the crucial points to me in the end. Gaspar was also friendly. Support couldn't always give an exact timeframe, but ultimately the payout was processed correctly, and I received my money in full.

My advice to other players is therefore quite simple: If you've requested a withdrawal, just leave it. Don't keep touching it, don't keep canceling it, and don't resubmit it just because the amount has changed. Doing so will only delay your withdrawal. It's better to simply let the withdrawal process run and remain calm for at least two days.

Furthermore, I would generally recommend avoiding bonuses whenever possible, not just at Silverplay, but at online casinos in general. Bonuses often only create additional conditions, misunderstandings, or delays. Those who simply play normally and withdraw without a bonus usually have it much easier.

My conclusion is therefore clear: I was initially very suspicious due to the bad online reviews and the large sum involved, but in the end, I received my payout correctly and in full. In my case, Silverplay was reputable, and part of the delay was also due to the fact that I kept changing my own withdrawal settings. Therefore, I think that should be said fairly.

It's also important to note: I was a brand new customer at the time and had only been registered for about a week. I had only made two deposits of €50 each using Paysafecard. The quick processing of my deposit was therefore certainly not due to me being a long-standing customer or VIP member. That's precisely why I think it's fair to mention this. My first deposit and registration were on March 5th, and the €5,000 withdrawal arrived today, March 12th .

👍 I'd like to thank you for sharing such an in-depth review and honest experience. At least I moved both posts to the official casino thread, so the others can spot it more easily.

Hi, I just wanted to warn you to be very careful with Silverplay. I won €1500 and after waiting a week, they had the nerve to tell me I hadn't met the terms. What terms? All I did was buy the bonuses with €100 and I won the €1500 jackpot, but they kept it. I didn't see a single euro. They don't pay people. Just wanted to make sure this doesn't happen to anyone else. Thank you.

Be very careful with this house, they are shameless.

May I ask when exactly this happened, please?

Perhaps our complaint team could investigate the matter by contacting the casino to find out more, if you don't know what they have accused you of.

What do you say?

I would like to file a formal complaint against Silverplay.

Between the 12th and 18th of this month, I lost a total of over €6,000 on the platform. On the 14th alone, more than €4,000 was deposited and gambled away within a short period of time.

During this period, I clearly lost control of my gambling behavior and made numerous deposits in succession. Despite this conspicuous and exceptionally high level of gambling activity, in my view, no effective measures for responsible gambling were implemented.

There were no restrictions, no warnings, no monitoring of my activities, and no intervention by the provider, even though the amount and speed of the deposits would have made this absolutely necessary in my view.

After contacting support and requesting a refund or assistance, my account was blocked. Since then, I have received no proper response from the casino.

I therefore request support in examining this case and assistance regarding a possible full or partial refund of my deposits.

I can provide proof of payments, bank statements, screenshots and previous contact with the provider.

Hello,

Thank you for sharing your experience, and I am sorry to hear about what sounds like a very difficult situation.

First of all, I can understand why this feels upsetting, especially considering the amount lost within such a short period of time.

That being said, I would like to be transparent with you from the beginning and clarify that cases involving responsible gambling and refund requests can be quite complex. A high level of gambling activity or large deposits alone does not automatically mean a casino failed in its duties, as this often depends on the specific circumstances, the casino's policies, and what information was available to them at the time.

To better understand what may have happened here, I would like to ask a few important questions:

1) During this period, did you inform the casino that you were struggling with gambling, losing control, or experiencing gambling-related harm? For example, did you explicitly request a self-exclusion, cooling-off period, account block, or mention addiction concerns to support?

2) Prior to your losses, did you use or attempt to use any responsible gambling tools available on the account, such as deposit limits, loss limits, cooling-off periods, or self-exclusion?

3) After the large gambling activity on the 14th, were you contacted by the casino in any way regarding affordability, safer gambling, or account monitoring?

When exactly did you contact support, and what was their response before the account was blocked?

Please understand that I am not asking these questions to dismiss your concerns. They are important because responsible gambling complaints are often assessed based on what the casino reasonably knew (or should have known) about the player's situation at the time and how they responded.

If you have screenshots, chat transcripts, or a timeline of events, the better, as they may help us better understand whether there could be grounds for a successful complaint here.