The player from Switzerland had won a total of CHF 19,500 at Silverplay Casino. Despite a successful KYC check, a requested withdrawal of 5,000€ had been rejected due to a 'technical error in the payment method'. The casino did not respond to the player's queries for five days. After the player's complaint, the casino had confirmed the payout via email, but the player was still waiting for the deposit. We had extended the timer for the player's response, but due to the lack of further communication from the player, we had to reject the complaint. The player retained the option to reopen the complaint in the future.
Silverplay Casino - Player’s withdrawal got rejected and no casino response.
Amount: €5,000
Silverplay Casino
Safety Index:Above averageSafety Index
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6.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Good Day,
I have won a total of CHF 19'500 at Silverplay Casino. However, 8 days ago I requested a withdrawal of 5000€ which, 4 days after a successful KYC check, was rejected due to a "technical error in the payment method." For the past 5 days, I have received no response to my emails asking why the payment was not approved.
Automatic translation:
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9 months ago
Dear morrisbatt,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
Good day
Unfortunately, I didn't receive any information that the payout was rejected. Even after several attempts to contact me via email, I have not received an answer. My account was successfully verified 2 weeks ago.
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9 months ago
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Hello
The casino finally contacted you by email and confirmed the payout. I'm still waiting for the money to be deposited into my account.
Automatic translation:
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9 months ago
Hi morrisbatt,
Sounds great, hopefully, you will receive all your winnings in no time. Please keep me informed about any further developments.
Thank you very much.
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9 months ago
Dear morrisbatt,
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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9 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.
