The player from Germany cannot withdraw her winnings probably due to unfinished KYC. The player confirmed she received the payment, therefore we marked the complaint as resolved.
Silverplay Casino - Player is struggling to withdraw her winnings.
Amount: €1,000
Silverplay Casino
Safety Index:Above averageSafety 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.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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Public
2 years ago
Translation
I have difficulties with the payment, in the chat I was written in German, I was told they would notify me by email .. Now everything was in English in the email, unfortunately I don't speak English. I also emailed this but no response.
Now I don't know what they want from me, can you translate that for me ??? You're welcome 
Automatic translation:
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2 years ago
Dear bell2410,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. The casino is asking you to provide documents to verify your identity. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
Here are translations of the screenshots you provided. Please, keep in mind they are translated by a tool that doesn't always offer a grammatically correct translation:
I would recommend you provide the required documents as soon as possible, so you can withdraw your winnings.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Awesome news, bell2410. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
