The player from Germany has experienced technical problems while playing. After a closer examination, we rejected this complaint as unjustified.
Silverplay Casino - Player has experienced technical glitch while playing.
Amount: €500
Silverplay Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
Silverplay Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi, I have recently played at this casino, I have sent all documents in order and already withdrawn a win, the other night a strange thing happened to me, while I was playing a slot with a 50 cent stake with a spin I can win 500 euro and since I was playing with Smartphone I took a screenshot and sent it to a friend of mine, as I returned to the game page I get a blank page with an error (perhaps because I had the VPN active), I return to my virtual account magically not I have been paid my winnings, now I have been struggling with their chat for 5 days after having given all my data, the time of the win, the type of browser used and other information, they always say that they are investigating and that they will contact me via e -mail, I sincerely begin to lose hope, no more online casinos ....
Automatic translation:
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2 years ago
Dear thomasmontinaro,
Thank you very much for submitting your complaint and forwarding the relevant screenshot. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Translation
I don't know how to send the history, what does it refer to and where can I find it?
Edited
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2 years ago
Translation
I just visited the history page, there are all the bets but no trace of that win
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2 years ago
Thank you very much, thomasmontinaro, for your reply. I fully understand your point of view. Having the winning amount displayed and later not being able to locate it must be frustrating. Unfortunately, in the world of online betting, this might occur due to bad Internet connection or technical errors. I’m sure you have checked already our article "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed. I’m really sorry but if the winnings are not visible in your game history there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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2 years ago
Dear thomasmontinaro,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
