The player from Germany requested a withdrawal two weeks ago but it has not yet been processed. The player has successfully completed verification and has previously had prompt transfers. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Silverplay Casino - Delay in Player's Withdrawal Processing.
Amount: €5,000
Silverplay Casino
Safety Index:Above averageSafety Index
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6.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello,
I requested a withdrawal on July 8th, but it has not been processed to this date.
Verification was already successfully completed, and withdrawals have previously been made to this account, which were always processed and transferred promptly.
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Public
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1 year ago
Dear Schlafnix40,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you accumulated your winnings with or without an active bonus? Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
Played without an active bonus.
Payment is pending and has not been processed - correct.
In the meantime it's even been 15 days where I'm just waiting for a processing.
KYC verification has already been completed and payments have already been made to this account.
Proof of KYC verification completed, proof with the date of the payment made and also that I had previously made payments to this account, I submitted as a screenshot.
Currently, the status of the payment is still "pending" - and has been since July 8th.
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Public
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1 year ago
Translation
I've already contacted support twice and asked why there was such a delay this time. Both times I was put off with the promise to make a note with "urgent" or something similar to the responsible department on my payment.
The second time I had to vent my anger a little, which made the length of the text grow enormously. There I was at least told the supposed reason: currently a high number of payments to be processed and many employees on summer vacation.
In my opinion, stalling is purely a "tactical" behavior to get the player to cancel the payout and rejoice. In my opinion, the thing with verification is used, also often for this purpose.
However, I have to say that this was done quickly and without any problems at Silverplay - it was probably also due to the fact that I had already canceled the payment of €5000 in advance and everything turned upside down in the urgent procedure. 😅😝
And that's really been the case for me quite a few times in the past... but this time it won't be like that... ☺️
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Public
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1 year ago
Translation
updated:
As of today, the transaction overview says "in progress" and the process can no longer be canceled. Seems to finally be moving forward 😅
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1 year ago
Translation
What still seems a bit strange to me - if you go to the transaction list and click on the button to only display payments, deposits or others, everything is in the selection, but not the current process.🤔
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1 year ago
Translation
🥳☝🏻 recently status "accepted"
Well, let's move forward now...
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Public
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1 year ago
Yeay, very exciting news. Hopefully, your winnings will reach you in the following days. Please keep me informed.
