Silverplay Casino - Casino website doesn’t load properly.

Hallo ,

plötzlich kann man sich nicht mehr ins Casino einloggen . Wegen Wartungsarbeiten. Dort steht das sie am 31.10 2021 wiederkommen. Das kann ja nicht stimmen ?

was soll dies ?

Dear Susanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to access the casino website with the German VPN (Virtual Private Network) and didn’t experience the same difficulties.

Since you have filed this complaint 3 hours ago only, could you please advise if the issue is persisting? Additionally, please forward any relevant screenshots. This issue might be caused by playing on one device, not logging out properly, and starting another session on a different device. Could you please advise if you’re experiencing difficulties accessing your account or the entire website seems to be offline?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Nein das Problem besteht nicht mehr und kann geschlossen werden

Additional comments from the player:

"I have requested a withdrawal but it has not yet been processed"

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. 

Nein eine Mitteilung zur Verifizierung habe ich immer noch nicht erhalten und auf Nachfrage auch nicht . Ich werde immer wieder vertröstet.

Have you initiated the verification process already or not at all?

Ja wurde gestern eingeleitet aber noch keine Rückmeldung bekommen

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

I fully understand your frustration, Susanne. However, I will set the timer for additional 7 days allowing to casino a few days to check your personal documents and if there’s no development by Friday next week, we will intervene. Let’s stay positive and wait for the good news. Thank you in advance for your patience.

Hello Susanne,

Have there been any developments since our last conversation?

Ja Auszahlung hat geklappt alles super

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Susanne, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru