The player from Germany had been waiting 9 days for a payout from Silverplay Casino, despite communication from the casino stating that the funds had been transferred. The player had been unable to make contact via email. We had advised the player that withdrawal processing could take up to 14 days and suggested waiting for this period before escalating the issue. We extended the complaint response time by 7 days, but due to the lack of response from the player, we had to reject the case. However, we remained open to assist should the player have decided to resume communication.
Silverplay Casino - Player's withdrawal delayed with unresponsive casino.
Amount: €1,050
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
10 months ago
Public
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11 months ago
Translation
Please, I really need help to get my money. It has been 9 days since I began requesting my payout from Silverplay Casino. This was after all my documents had been approved. They sent me a message stating that my money had been transferred to my payment account. But sadly, they lied. They have refused to pay me my money. And they're not responding to my emails. Please, I want you to help me get my money back.
Automatic translation:
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11 months ago
Dear joydaniel894,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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11 months ago
Dear joydaniel894,
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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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
