The player from Germany has experienced technical problems which caused her winnings not to be credited correctly. Additionally, the account is no longer available. We rejected the complaint because the player didn't respond to our messages and questions.
Silverplay Casino - Player’s winnings from free play haven’t been rewarded.
Amount: €111
Silverplay Casino
Safety Index:LowSafety 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.
4.9
Silverplay Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello everyone, on July 24th I won 111.25 euros in free play. The money was not credited to me due to an error (see screenshot) I communicated with the casino via chat and email. To date no reply received. No one responds to my further emails. When I open the game my win is still there but I can't withdraw it due to the error. The casino doesn't want to help me. Now the casino's website is no longer accessible. What should I do?
Automatic translation:
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2 years ago
Dear sabinakovacevic,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with supporting evidence (I haven't received any in your initial comment) to petronela.k@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Thank you, sabinakovacevic, for your email. Could you please advise if you requested your game history, or if you are able to download it from your casino account? Looking forward to hearing from you.
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2 years ago
Translation
Hello, everyone,
I have attached the betting ID in question in a screenshot. The top BET ID was the last one before the game then stopped working. The error persists. I can open the game and the win is still there but I can't accept it. The casino still hasn't responded to my email. Many greetings
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2 years ago
Translation
Hello - I just wrote with the casino. The error has now been fixed and my case has been checked and it is claimed that they cannot find any profit. And they don't want to credit me with any winnings. It's starting to annoy me a lot. You can see I won. Can you please help me? VG
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2 years ago
Thank you, sabinakovacevic, for the update. Could you please advise the exact time of the incident? Do you have access to your game history from that period? If yes, please forward it to petronela.k@casino.guru.
