The player from Switzerland had requested a withdrawal less than two weeks prior to submitting his complaint, but he hadn't received his money yet. After the Complaints Team had explained the possible reasons for the delay, including unfinished KYC verification or high volume of withdrawal requests, the player asked to have his complaint deleted for personal reasons. Consequently, we had closed the complaint upon his request.
Silverplay Casino - Player believes that their withdrawal has been delayed.
Amount: 2,391 CHF
Silverplay Casino
Safety Index:Above averageSafety Index
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6.5
Silverplay Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good evening
I apologize for my concerns, but I am never treated the same way as at Silverplay Casino, I deposited and played a lot and everything was fine, after my winnings I requested a withdrawal and since October 31st, 2023 my withdrawal has been pending and is not being processed, I've written dozens of times in the chat and unfortunately I'm only reassured that everything will be fine and that it's my colleagues' turn to process my payout, unfortunately I don't like it anymore, I have real financial difficulties and urgently need the money so that we have something to eat, we have 2 small children and are really on the verge of losing us. There are almost 2400 francs to pay out. After writing to them many times, they have blocked my account. At the moment I can no longer deposit, I have probably written more than 6 emails to support, unfortunately they don't answer more.
I hope that I only get half of the money, I would be happy to transfer the other half to you if you can help me.
Best regards
Sali A***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Dear i_trent,
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
