Silverplay Casino - Player’s winnings appear to be confiscated.

I deposited €100 at Silver Play casino, played slot machines, and won between €130 and €150, plus the money I had deposited, totaling around €230. When I went to withdraw, what a surprise to find that my balance, like magic, was €84.50. I spoke with a girl from the chat to tell her that there must have been a mistake, but the girl in the chat kept insisting that my real balance is €84.50 and didn't care about the explanations I gave. I feel cheated.

Hello Fergar41,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Silverplay Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you claim any bonuses ?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account is verified.

Let me explain my case better.

I register at silver play casino and make a first deposit of €44 and get a 100% welcome bonus

That is, another €44 of the bonus.

I play my balance and bonus balance without winning anything.

I make a second deposit of €100 without getting any bonus and play with my balance, managing to win €230.

When I was about to withdraw my balance, I was surprised to find that my balance was €84.50.

I contact customer service to explain my problem, they respond that when I make my second deposit of €100

And by having an active bonus my money becomes bonus balance, how is that possible?

I have played at many casinos and have never had that problem.

I have withdrawn the €84.50

The casino has kept €145 that should have been mine.

I talked about all this yesterday, November 15th. I hope for your help, thank you very much.

Hello Fergar41,

Would it be possible for you to forward your deposit, bonus, and betting history, along with the communication between you and the casino, to nikolas.b@casino.guru for further review?

Looking forward to your response.

Best regards,

Nick

Dear Fergar41,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.