HomeComplaintsSilverplay Casino - Player believes that their withdrawal has been delayed.

Silverplay Casino - Player believes that their withdrawal has been delayed.

Amount: €2,000

Silverplay Casino
Safety Index:Low
Submitted: 03 Jan 2023 | Case closed : 27 Jan 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Spain requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

Hello, they do not answer my emails and I have sent all possible documentation.

Automatic translation:
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1 year ago

Dear Negredo699,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. 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.

Best regards,
Complaints Resolution Center

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1 year ago
Translation

Hello Cristina, the silver play company has not verified my account yet, in fact the refund of the 2000 is pending.

I have sent a selfie with my ID, ID photo, photo of the application account with which I entered rovelut and with the virtual card that I entered, card contract of the account that I have the mortgage, certificate of the two accounts that I have.

This has never happened to me, they also answer emails once every 48 hours.

It seems to me that they are keeping everyone, they have asked me for documentation that I had already sent.

In short I think they are laughing at me.

Automatic translation:
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1 year ago

Dear Negredo699,

Have you received your withdrawal from the casino yet?

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1 year ago

Dear Negredo699,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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