Silverplay Casino - Player’s winnings have been confiscated.

Don't play on the site because whatever problem you have, they won't fix it.

My story: March 20, 2024 I uploaded 50 euros to the site, I received a 100% - 150% bonus. (I don't know exactly anymore.)

I started playing, but when I entered the games, my balance showed HUF, but this balance is set to Euro.

So I started playing, because I play in HUF (according to the site), I set it to the lowest bet (40 HUF) and spun.

After I noticed the error, I contacted support and told them, they said there was nothing they could do, I continued playing the game.

On the same day, I went up to 5,000 euros and made the wager, my balance fell back to the then "cap" of 1,000-1,500 EU, I don't remember exactly, I also made a deposit, but it was canceled during the payment because I exceeded the limit. (The wager limit)

I stream and make videos, so I have this opportunity to prove myself right, I sent them everything.

I told support the same day that I had such a problem.

That their site is deceiving me because it shows my balance in forints, but withdraws my money in euros.

I sent them the video of what I saw on the site.

Since then, 6 months have slowly passed and twice they replied "sorry, but we need more time to solve the problem".

I then wrote several more letters to them regarding the matter, but they did not respond to any of them.

Dear BAyy,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Silverplay Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Is the issue only that it is showing different currency or did it cause any trouble due to max bet? I will be waiting for your reply patiently.

Best regards,

Nick

Hi, my problem is that they don't want to pay my money because of something that is their fault.

If this thing can be called Silverplay's fault (Although I haven't experienced this on any other site since or until then.)

So, since my first deposit was 50 euros, I got a bonus for it.

I played with the bonus and this happened when the maximum amount that could be spun was €5.

However, the system took it as if I was spinning €40 in that situation.

In vain I sent them the video of what I saw that day.

In vain, it can be seen in the video that I open the chat window immediately after the incident.

At first, they always relied on their financial department working on the error, but in the last 2 months I have not received any response from them.

Short:

The problem is that I played with bonus money and even though the currency was bugged, the system assumed that I exceeded the limit.

Which I think is illegal, because I didn't bet on 40 Euros because I wanted that much, but because it was the lowest bet.

Since there was no way I could send the video, I uploaded it to yt and this is its link:

https://www.youtube.com/watch?v=ovUvyNq_iM0&ab_channel=BAyy

Thank you BAyy for the clarification. It definitely seems confusing by looking at the video. Was it only that one bet which exceeded the limit? Would it be possible to forward your full betting history for further review to nikolas.b@casino.guru.

I'm sorry, but I can't show it because either all my bets have been deleted from the history, or it just can't be displayed.

However, with this one spin, I exceeded the "limit" because it showed the currency in euros normally on the other games.

Dear BAyy,

Can you please forward the video to nikolas.b@casino.guru as it is no longer available on youtube? Once we get the video, we will try to get in touch with the casino.

Dear Nick.

I sent the email along with the video.

I'm sorry that I deleted it from Yt, but it's a commercial channel, I didn't think it would be necessary for you after watching it once.

I sent the email from "bayy****r@gmail.com".

Thank you BAyy for the video. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello BAyy,

I'm Michal, and I have taken over your complaint. I have reviewed your case including the evidence you have provided us and I will contact the casino to see if I can help.

We would like to invite Silverplay Casino to join the conversation.

Dear Silverplay Casino,

As can be clearly seen in the video, the player could see the bet amounts in HUF currency, not EUR.

The currency was set automatically in the game and the player has not changed anything. I'm curious to know why the player is accused of breaching the maximum bet limit when in reality the player placed a very low bet.

Can you please clarify why the investigation of this quite clear case is taking so long and when will this be addressed?

It's simply unbelievable!

Now that I contacted you, they apologized by email and credited the 1050€ to my player account, after half a year.

I would also like to thank you for your help in contacting them and handling the matter for me.

For my part, it is quite unfortunate that you have to resort to an external site to get the truth.

In addition, if the case is finally closed and I receive the amount, without any delay. I will be sure to spread the word about your site.

That Casino Guru is capable of such things.

Great news, BAyy. I'm glad the casino team realized the error and they have restored the funds to your casino balance.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru