Silverplay Casino - Player’s struggling to complete account verification.

Hi I withdrew money from silverplay casino they asked me for documents I sent bank statement with address and information passport back and front and card back and front they also asked for a utility bill which I didn't have as I live with my parents, I think the documents I have sent are sufficient for verifying what should I do

Dear patricknunan832,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly you provided the documents? Do I understand correctly that you have not yet received any confirmation regarding successful verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I provided my documents yesterday and have had no response yet, if it takes a couple days that's ok but I think the casino will make it difficult for me by asking for more and more documents when I have submitted a sufficient and very acceptible amount.

Thank you very much for your reply, patricknunan832. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear patricknunan832,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.