The player from Spain had requested a withdrawal less than two weeks prior to submitting her complaint. The payment hadn't been processed at that time. She had reported that she was temporarily unable to access her account but later regained access, however, the withdrawal remained pending. After 16 days of waiting, the player had reached out to the Complaints Team for assistance. We had then contacted the casino to understand why the withdrawal was delayed. After 20 days, the player reported that her withdrawal had finally been paid. We had then marked the complaint as 'resolved'.
Silverplay Casino - Player claims that payment has been delayed.
Amount: €4,000
Silverplay Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Good afternoon. I requested a withdrawal on 18/09/23 and it is still pending. I realize it hasn't been a long time but in the past, withdrawals (of smaller amounts) have been resolved in 48 hours. The issue is that I've sent emails to support with no responses, chat representatives give me the runaround, they told me two days ago that my request was being reviewed and processed without any problems, but it's still pending. Sometimes I can't even access my account, the page won't load and gives me an error which increases my mistrust. As a customer, I've deposited trust and my money into the casino and when it's time to withdraw, the service isn't good. Rather, I am being told the same stories by chat representatives to pacify me but they do not solve the problem nor do they respond to my emails. I find this unnecessary. It's not a majority sum of withdrawal, I believe, for them to withhold my money and not give my payout. I need an answer and a quick resolution to all these. I want to be paid the money that is rightfully mine from being a casino player, no more excuses. If they were resolving my request two days ago, I don't understand why it is still pending. Are they lying to not payout? What is going on with this withdrawal? Why don't they respond to my emails? I don't understand a thing and I would appreciate your help. Thank you very much.
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7 months ago
Dear yolandaheras67,
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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7 months ago
Translation
Thank you very much Kristina, I hope it is resolved soon and that I do not have to file a claim, but I am worried. Thank you for your time.
Greetings.
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7 months ago
Translation
Good evening, now it won't let me access the account, it says: something is wrong. And nothing. I try and it won't let me access. Could it be that they no longer allow me access because I have written here? Is this legal? I don't understand anything.
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7 months ago
Thank you very much for your reply, yolandaheras67. Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.? Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
Translation
Good morning, I played slots. I send you the screenshots and chat transcripts via email. Now the account is active but the withdrawal is still pending. Thank you so much.
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7 months ago
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Hello Kristina, I have already sent you all the information I have, thank you very much.
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7 months ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post here (or forward me) a screenshot of your withdrawal history.
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6 months ago
Translation
Good evening, 16 days have already passed and the casino does not pay the withdrawal. I wrote to them yesterday via chat and they keep saying they are working on it and they are sorry for the delay but I don't think it takes 16 days to make a payment. Please, can you help me? Thank you so much.
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6 months ago
Thank you very much, yolandaheras67, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Translation
Good morning thank you very much. The casino does not respond to emails sent. 
Please, I hope you can help me.
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6 months ago
Dear yolandaheras67,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Silverplay Casino representative to join this conversation and participate in resolving this complaint.
Dear Silverplay Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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6 months ago
Translation
Good morning, my withdrawal is still pending. It's been 20 days waiting for my money, the casino doesn't respond to my emails but on the contrary they do send me SMS to play. I don't understand anything. 
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6 months ago
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Good morning, it has just been paid. Thank you very much for the help.
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6 months ago
Dear yolandaheras67,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Stefan
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