The player from Germany was not able to withdraw his winnings. We contacted the casino to get more information about the case and it informed us that the player submitted a withdrawal request with some personal information misplaced, so the player requested a new withdrawal and confirmed getting his winnings so we closed the complaint as resolved.
Silverplay Casino - Player's struggling to withdraw his winnings.
Amount: €200
Silverplay Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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12 months ago
Translation
I sent them everything for verification, they babbled something from the wrong account, I paid from the account to which I also want to pay out. I've tried it 3 times. I'm verified at several casinos and can only pay out the crazy ones. mfg
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12 months ago
Dear Vrils,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify whether you are unable to request a withdrawal due to an incorrect bank account number or the casino refused to verify your bank statement due to some discrepancies?
Did the casino provide more specific information regarding the wrong account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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12 months ago
Translation
So I have an N26 account with an IBAN and I have another space with my own IBAN at N26, I sent them both all account statements with red arrows pointing to the individual accounts and underlined in red, I deposited money with the IBAN of the main account and wanted to also have the profit booked back to this IBAN, I sent them everything, it's not my fault that the bank statements don't show the address of the bank, I also sent a screenshot of the bank details, I would like my money, what do they want still, I'm verified at several casinos and can withdraw winnings, they have the same data from me. Kind regards, Wolf. Thanks for the quick reaction 🙃
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12 months ago
Translation
They want bank statements from the other IBAN (but since there is only one space, there is only one page per month, I explained to them in English that N26 is purely an online bank, everything runs via the app. Kind regards, Wolf
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11 months ago
Thank you for your reply, Vrils. Have you made any successful withdrawals before? 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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11 months ago
Dear Vrils,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Translation
I did reply to her email, kristina.s@casino.guru I sent everything there. Kind regards, Wolf
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11 months ago
Thank you very much, Vrils, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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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11 months ago
Hi Vrils,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Silverplay Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please explain why the player's documents were not accepted for the verification of their payment method?
If you would like to share any supporting evidence, please don't hesitate to send it to my email natalia.b@casino.guru.
I'm looking forward to hearing from you.
Kind regards,
Natalia
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11 months ago
Dear Natalia and Vrils,
Thank you for reaching out with these case. Upon reviewing the Player`s account, we have noticed that upon his attempts to submit a withdrawal some of the requested information was placed in the wrong fields.
In this regard, we can advise Vrils to open a new request and enter his details as described in the pop up menu. In case he faces an issue again, we are always available in our Live Chat and our dedicated team will guide him through all of the steps.
Kind Regards,
Silverplay Casino Team
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11 months ago
Dear Silverplay Casino, thank you for the clarification.
Dear Vrils, have you been informed what personal details were entered into the wrong places? Have you already submitted a new withdrawal request? Please, let us know about the current state of this issue.
Regards,
Natalia
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10 months ago
Translation
Everything worked out now, the money was paid out, many thanks again. mfg Wolf 🙃
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10 months ago
Dear Vrils,
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,
Natalia
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