The player from Germany is experiencing difficulties withdrawing her winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.
Silverplay Casino - Player’s struggling to complete account verification.
Amount: €300
Silverplay Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I signed up 2 days ago and won €300 WITHOUT a bonus. To want to verify myself (there is no section for that) I wrote to customer service, a total of 3 emails, I have received NO answer so far! The chat function does not work there,
I can't reach anyone and that can't be it!
Automatic translation:
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1 year ago
Dear Peggy7270,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the website for any options to upload personal documents required for verification, and this is what I found (here):
How do I validate my Silverplay Account?
To verify and validate your Silverplay Account please contact our Customer Support Department via email at support@silverplay.com.
Why do I have to provide my personal details to Silverplay?
The Company has the right to request documents, in order to verify its clients’ identity at any stage of their account’s lifetime. At Silverplay we strive to ensure all of our users are able to enjoy themselves in a fully secured environment.
Please allow some time to casino to receive and process your email. If there's no development by Tuesday, please let us know and we will intervene.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Translation
I sent exactly all the verification documents to your email address 2 days ago! It's bad that you only have to submit a complaint to get an answer! 
Automatic translation:
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1 year ago
Translation
Player's additional comments:
Hello,
This email went exactly to the email address that Pertronella wrote to you. I sent all the verification documents to this email without being asked!
Best regards
Yvonne L*********
Sent using the mobile Mail app
Automatic translation:
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1 year ago
Thank you, Peggy7270, for your reply. Have there been any developments since our last conversation, please?
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1 year ago
Translation
Hello Petronela,
Yes, I got an email that all documents are complete and now the money will be transferred to me, as soon as the money is there I will get back to you 🤗
Thanks for your help!
Best regards
Yvonne L*********
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Good to hear that there has been progress. Please keep me informed about any further developments.
