„SilverPlay“ (CASINO )BETRUG

I would like to make known here and everyone was explicitly and fully aware of the silver play site the silver play site is a fraudulent misrepresentation and a very unprofessional site which promises customers funds and bonuses and is not a hero to my case I made a deposit three times the first deposit with 20 and activated the just before the second deposit with 15 and activated the code before and the last deposit activated the bonus code before and made another deposit of ten i tried to click on the chat this was a very long time not available there are no opening hours or views which are occupied by the chat you do not know when they are there I wrote an e-mail and until today have not received any answer from the support finally I was able to meet someone and he explained to me very, very dubious and pointless answers I'll post the chat history here so you can see the whole thing let's see what nonsense and bullshit these gentlemen are spouting here so avoid this site a fraudulent misleading and very very unprofessional site

Chat reportChat start

Welcome to SilverPlay Customer Support.

(09:55:33) Ibrahim

I made the deposit yesterday and every time I activated the bonus code from the coupon and I have not received any credit I have written to you before via email and via live chat they reply and don't regret it I want my bonus immediately and see my credit credited to my customer account

djlilbo direct deposit

(09:57:22) Victor

Thank you for the correct information.

Can you please give me a moment to check this for you?

(09:58:11) Ibrahim

Yes, take the time you need and please act professionally and correctly

(09:58:48) Victor

Thank you! Thank you for your patience, Ibrahim!

I checked and saw why you didn't receive the bonuses.

For your first deposit of €20 you activated the voucher after making the deposit and therefore did not receive it. Your next 2 deposits of €15 and €10 had the bonus coupon activated correctly but according to the bonus terms and conditions (which you can consult herehttps:// silverplay.com/de/promotions/casino-reload) The minimum deposit amount for this promotion is €20.

(10:02:08) Ibrahim Coskun

Thanks for the info and now I ask for a reasonable solution

(10:02:50) Victor

The reload bonus is still active on the account and as soon as you make a minimum deposit of €20 you receive 50% of the deposited amount as a bonus for the casino section.

(10:03:37) Ibrahim

I would like credit for all three deposits

If you don't do that, please close my account immediately

I am very upset

(10:04:22) Victor

Why do you want to close your account, if I may ask?

(10:04:40) Ibrahim

And just want my bonus

Doesn't give my bonus

If they credit me with the promised credit on my account, I'll stay

(10:06:09) Victor

I understand and if it's up to me I'd love to give you the bonus but we don't have any active free bonuses and the best I can offer you at the moment is a private reload bonus of 125% up to €500 for the Casino section with a minimum deposit of €20.

(10:07:02) Ibrahim

You probably don't want to understand me a little right now or is that on purpose I told him I made three deposits and activated the coupon each time you have a technical error or a defect on your side or is it pure intention and I don't write my promised bonus well that's called embezzlement or getting services by fraud I'm just asking you I'm happy to credit the credits to my customer account and the matter is settled and if necessary I'll open a number on Casino Go and other platforms and get what you kind of Do customer support because that sucks Now credit the bonus or not And for your information I have already sent an e-mail to the support regarding this, so far I have not received an answer

(10:08:32) Victor

I never said we had a technical problem or anything like that. And it is the customer's responsibility to check the bonus terms and conditions before using them.

(10:08:58) Victor

I would be happiest if I could credit the bonuses but as the amount is being played this is no longer possible.

(10:09:01) Ibrahim

I claim that explain to me why the bonus is not credited if this is activated in my customer account and I have made the deposit via the deposit button if you now claim otherwise that is bullshit

If you are not authorized to do so, then forward it to those who are responsible for what you promise on the page, you must also keep it

(10:10:07) Victor

Nobody can because the deposits are gambled and we don't have active free bonuses. That's why I offer you one of our best private bonuses of 125% up to €500 for the casino section.

(10:10:52) Ibrahim

I don't want any further discussions, credit me with the money or not, I'll report it!

(10:11:24) Victor

Please understand that as deposits are gambled it is not possible to credit a bonus on top of a deposit that no longer exists.

(10:11:56) Victor

It is the sole responsibility of each customer to check the terms and conditions of the bonus before using it.

(10:12:53) Victor

I checked with the bonus department and we can offer you a special private bonus of 200% up to €600 for the casino section with a minimum deposit of €20. This is a bonus that we only offer to special customers.

(10:14:34) Victor

Are you still there?

Should I activate the bonus coupon, Ibrahim? 10:19:18 Ibrahim left the chat

Hello,

first of all, according to the transcript you provided, I found that the support informed you that sadly, you did not activate the first bonus correctly, and for the rest, you did not meet the minimum deposit amount.

"For your first deposit of €20 you activated the voucher after making the deposit and therefore did not receive it. Your next 2 deposits of €15 and €10 had the bonus coupon activated correctly but according to the bonus terms and conditions (which you can consult herehttps:// silverplay.com/de/promotions/casino-reload) The minimum deposit amount for this promotion is €20."

It has been explained, you got a link leading to the associated terms.

Is this what happened, please?

I can see that you've already submitted the complaint, just kindly note that such kind of language, even though it is nonverbal, won’t be tolerated, I'm sure.

Please behave decently. I'm looking forward to seeing how the complaint goes from now.

You can twist and turn it any way you want I have activated the coupons before each time and I don't know what their problem is whether this verbal argument suits him or not I don't care at all I deposited money I promised you bonus didn't receive it and I will also have announced it as already announced via which fraudulent site you are instead of satisfying the customer and simply writing you are just chattering around pointlessly here.

I would change your own behavior if I were you, what's the point of this nonsense, I've never seen anything so unprofessional

Hello,

I'm not twisting anything 🙂, I just commented about the transcription you posted.

Kindly note, that we are in no relation with this casino, hence I'm not involved in any customer care the casino provides may have provided or provided incorrectly, we are an independent website and this is a free forum.

The complaint team will do its best to identify the issue, as they always do. I'll wait for some progress.

I would be nice to people who try to help me out, myself. Nothing to change from my side, I guess.

Then I ask you to consider this matter impartially because what he says is not true, he claims I activated the coupon after my deposit and therefore did not meet the bonus conditions because the next two deposits were below the minimum amount for that is complete nonsense it is presented like this only that is not the truth and accordingly I complain and therefore this complaint is completely and absolutely justified I just want to point out in particular that this website does not compromise and has no insight into errors that may have a technical Ways or any other strange way did not even want to clarify as a gesture of goodwill towards the customer or show a need for clarification or good will accordingly I see this complaint again absolutely justified

I misinterpreted your message so I apologize

No problem, sometimes we're getting out quite a funny thing from the auto translator 🙂

I see,

well, I guess that if you or the casino can provide supportive pieces of evidence, it will be very useful. Can you paste the bonus link here and PrintScreen showing your deposits? Preferably via the complaint, if I may.

That should at least declare how much you have deposited to get the bonus.

Although I'm not sure how you could prove, that you have activated the bonus properly. 🤔

Yes exactly that is the problem that the chat claims yes that I didn't activate it and suddenly all of a sudden after I make the second and third deposit that they are activated correctly so I say this site is a fraudulent and an unprofessional site you can't prove anything you can only prove that I deposited 20 once, 15 once and ten once, that's it, but that's just my statement and the deposit should be enough to cover the truth

Sadly, deposits are hardly proof in this case. 🙁

I'm sorry, but the complaint was already closed as unjustified, this is the explanation:

" ...if you are not eligible for a bonus, the casino has no reason to add it to your account. Also every single online casino has the right to close the player's account without any reason given if there is no remaining balance left there.

As you have no more balance left and the casino acted according to their terms and conditions we will be closing the complaint."

Never play in this house if you have problems they even block you in chats and they never answer you never play they are lost in all aspects

Hey there.

I believe it has kind of a sense of logic after all. Though I empathize you may feel confused.

Allow me to explain the AML (anti-money laundering policy):

"The most common way to launder money through a physical or online casino is to simply convert dirty money into chips or an electronic balance, gamble for a short period of time, then cash the funds out.

According to many financial institutions, online gambling is one of the primary tools for money laundering. That's why gambling sites were urged to adopt the RBA (Risk Based Approach) to fight these illegal activities. After that, in-depth guidelines were given to the authorities of countries across the globe where online gambling was legalized. They were urged to follow the guidelines when allowing companies focused on gambling to enter the market."

Source: CASINO GURU ACADEMY iGaming Player Verification and AML

Enrol for free and gain advanced bits of knowledge, as you see now, it matters sometimes.

Thus the casino sets the wagering requirements for deposits. I feel this is the catch here.

A reasonable wagering or rollover requirement is 1x for lower sums. Some casinos even ask 10x times the deposit. So, keeping an eye on this in terms is always a good idea.

To ensure this is the proper explanation, I suggest you ask the casino and then, keep me posted.

How does that sound to you?

There is a way to find out when it was activated. Just click on it at the top right and then on Mailbox, then you have the activated bonuses listed with the date and time.

Great tip!

The player with a complaint should use the suggestion! Next time try to reply to Djlilbo87

Sadly, the complaint has closed as unresolved. 🙁

I believe there were additional aspects to the bonus issue...

I would also like to share a fair and positive experience, because I myself was very skeptical due to many bad reviews online.

I ended up receiving a total payout of €5,000 from Silverplay. To be honest, I was nervous at first, mainly because of the negative reviews online and because it was a large sum of money. That's why I contacted support several times.

It's important to put things into perspective: My first withdrawal wasn't simply ignored for days without reason. The day after my initial withdrawal request, my account was checked for verification, and I received the KYC (Know Your Customer) request. I then had to submit the usual documents, including my ID, proof of address, bank statement, and a photo of myself holding my ID. While this was annoying, my account was ultimately fully verified.

One point many should be aware of: I canceled and resubmitted my withdrawal several times because my winnings kept increasing through further bets, and you can only have one withdrawal open at a time. Support then clearly explained to me that withdrawals are processed on a first-in, first-out basis. This means that if you cancel and resubmit your withdrawal, your new request will be placed further down the queue. In my case, this was probably the main reason why it felt like it was taking longer.

In the end, I received my payment correctly and in full. The €5,000 was in my bank account. Looking back, the actual processing of the final withdrawal request only took about 1 to 2 days, which I consider acceptable for a verified withdrawal of this amount.

I'd especially like to commend Nick from support, who explained the situation to me most clearly. Gaspar was also friendly. Overall, my impression was that while support couldn't always provide precise time estimates, the payout itself was processed correctly.

My advice to other players:

Once you've requested a withdrawal, don't touch it again. Avoid constantly canceling and resubmitting just because the amount has changed. This can easily set you back. Simply request the withdrawal and then wait two days. Furthermore, I would generally recommend avoiding bonuses whenever possible, not just here, but at all casinos. Bonuses unnecessarily complicate many situations and often lead to misunderstandings regarding wagering requirements or verification.

My conclusion:

Initially, I was very suspicious because of the online reviews, but in the end, I received my full payout. In my case, Silverplay turned out to be reputable, and part of the delay was due to the fact that I kept changing my withdrawal details myself.

Thank you for sharing your experience here. We appreciate it.

If you'd like to write your user review about this casino, please do so here.

Do you actually still play at this casino, by the way?