The player from Germany has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The issue has been resolved successfully.
Silverplay Casino - Player’s winnings haven’t been received yet.
Amount: €2,560
Silverplay Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
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Dear Sir/Madam,
This is the second time I've had issues with this casino.
On 31.07. my account was successfully verified, and the first payment arrived after 72 hours.
Now I've deposited another €400 and won once again.
Currently, my payout has been "Pending" for 120 HOURS (instead of 48 hours as support service indicated).
I find it utterly disrespectful; it seems the casino wants me to keep playing and is therefore delaying my payout.
To reiterate:
The casino states it takes 48 hours
I am successfully verified
WHY has it taken 120 hours?
The support service claims that the payout will now be released sooner, but nothing is happening!
I am absolutely furious!
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9 months ago
Dear patrickpatzak90,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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9 months ago
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As I wrote above, my account was already successfully verified, I also won two weeks ago and received the money within three weeks.
Why is it taking 6 days now???
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9 months ago
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What I still want to add is that I get the same message every day.
Today I get the message that there was a technical problem with my payout.
I emailed an inquiry and got NO reply, only the chat is trying (which I don't believe) to help.
They force you to cancel the payout and continue playing.
It says big on the website
PAYMENT WITHIN 48 HOURS
My payout is now !!! 144 !! HOURS !!
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9 months ago
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As a little information:
My payout is still "Processing" or "Verifying"
I've been waiting !! 7 !! days !!
That my money is finally paid out.
I would like an earlier decision here and not have to wait 14 days,
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8 months ago
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updated:
12 days have passed and still no payment.
Support Answered me 2 days ago that the management has approved the payment and the money should be there soon.
Yesterday I wrote again, as an answer I got my payout being processed and checked.
Even if I would like to understand what is checked, it always says:
Do not worry .
Of course, the casino knows that I want to gamble away the money again.
But wait 12 days?
I find it really very dishonest!
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8 months ago
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Today again a request for the payment 4 days ago "allegedly" said the management OK the money will be transferred.
Today after day 13 !!!
Is there another "problem"
very very strange casino!
I'm glad when Casino Guru finally helps me to get my money!
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8 months ago
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Day 14 !
Still no withdrawal processed or made , I can still cancel the withdrawal , I need really quick help from Casino Guru !
The casino just doesn't want to cash out to make me gamble it away!
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8 months ago
Dear patrickpatzak90,
Have you received your withdrawal from the casino yet?
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8 months ago
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No as written 1 hour ago, today is day 14
And it's still pending and I can also cancel the withdrawal.
Please help quickly!
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8 months ago
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I'm starting to get the feeling that the casino wants to keep my money.
I wrote an email again today and I get the same email every day that everything is being processed with the highest priority and that I shouldn't worry.
I really need help slow!!
The casino should finally pay out my money!!
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8 months ago
Thank you for your reply, patrickpatzak90. Have you accumulated your winnings with or without an active bonus?
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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8 months ago
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NO BONUSES
I only have REAL MONEY WITHOUT BONUS !!!
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8 months ago
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eg the chat yesterday
chat with us
Customer service
Me : Here to help you!
For 17 DAYS !!
Is this really a joke or will I never get my money?
Chat started
SilverPlay info
Welcome to SilverPlay Customer Service. An agent will be with you in a moment.
Ella joined the chat
Ella ( Support )
Hello, my name is Ella. Thank you for contacting us. I will help you today :)
Please would you be so kind as to provide me with the following account details to verify that I am speaking to the account holder:
1. User Name
2) date of birth
3) Last deposit or wager amount
4) place of residence
****
Ella ( Support )
Thank you for the confirmation.
Would you please give me a few minutes to check this out?
avatar
clear
Ella ( Support )
Thanks for your patience. Mr. Patzak, I am really sorry that you experienced such inconveniences. The best I can do for you is escalate your request back to the appropriate department so it can be referred to you more quickly.
I :
I mean 2 days wait OK
Wait 4 days OK, wait 6 days well ..
But 17 days?
Don't you think it's time to act and transfer my money?
I mean even Casino Guru everything seems strange that she is also on the case, I can also inform ecogra, I've been waiting patiently for 17 days but it's slowly getting on my nerves
Ella ( Support )
Of course, I understand you perfectly. Our department and the department that handles the withdrawals are different and the only thing I can do is escalate the request again, because I understand that waiting so long is not comfortable.
I :
I'm just saying I probably wouldn't recommend this casino again
My first payout took 3 days, everything was great
but now 17 days
really ridiculous
And your casino has a license a license to be honest and loyal, which you are not with me
Ella ( Support )
I understand it perfectly, Mr. Patzak. I've just forwarded it, and I hope you've already received the money.
I :
Thank you, I hope this finally works, thank you
Ella ( Support )
I really hope so for you too!
I :
You should rather hope for yourself :D
That would also not reflect well on your casino if you rip off customers :D
Ella ( Support )
I'm just an agent here, Herr Patzak. And wish you have a lot of wins in the future and get the money faster!
I :
Thank you
Ella ( Support )
If you have no further questions, we can end the chat. Thank you for contacting us. Have a nice evening and be healthy!
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8 months ago
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Every day a new excuse, I finally want my money!
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8 months ago
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MY WITHDRAWAL IS STILL PENDING AND NOT PROCESSING !
I FINALLY WANT TO HAVE MY WIN!!!
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8 months ago
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Today is 19 DAYS!!!
I do not understand any of this
am3.8 Did I successfully make a payment (it took 3 days) and now it doesn't work anymore?
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8 months ago
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Today you received another 3 emails from my other email address, which I do not want to publish here
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8 months ago
Thank you very much, patrickpatzak90, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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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8 months ago
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Another email today!
Please, I can't take it anymore
20 DAYS meanwhile!!!!
SilverPlay
To: Patrick Patzak
Thu, 08/24/2023 08:30
Dear Mr Patzak,
Thank you for contacting us.
We would like to inform you that your current withdrawal request is being processed.
We currently have a lot of withdrawals to process and cannot process them all at once.
I will forward to the relevant department that your case should be dealt with with the highest priority!
We do our best to process withdrawals even faster, but please keep in mind the above timeframe.
We thank you for your understanding!
Best regards,
Albert | Customer service
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8 months ago
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My payout is still > PENDING <
Not as stated in the mail to > EDITING <
I can still cancel my withdrawal !
The 48 hours are now almost 960 HOURS !!
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8 months ago
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TODAY AFTER 20 DAYS !!
+ 8% fee (which is not great but you knew it)
If the money was transferred, I also let myself be blocked in this casino
Very dubious in terms of payment!
Casino Guru should also note that!
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8 months ago
Dear patrickpatzak90,
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,
Peter
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