The player from Italy has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Silverplay Casino - Player’s withdrawal has been delayed.
Amount: €3,000
Silverplay Casino
Safety Index:Above averageSafety 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.
6.5
Silverplay Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi, I joined this casino seeing it in the list of those you sponsor, I made several deposits until with a deposit of 20 euros I managed to win 3400 euros on a slot, some were replayed and when I reached 3000 euros I decided to pick them up. on February 15th I was contacted via email by the kyc team to whom I provided in detail each type of document or card requested (even a selfie of mine in which I kept my identity card next to my face, absurd). I have had no news since that day. In chat they answer you with preset messages that always say the same thing and my withdrawal is still pending with the possibility of cancellation. Is it possible that this casino takes more than 8 days to process a withdrawal? I'm starting to think that there's a risk that the winnings won't be paid to me and that worries me. I sent 2 emails but I didn't get any response, how do you behave in these cases? Will I be able to collect my winnings? also because I deposited about 300 euros in this casino and I played as many 500/600 from the winnings obtained. I hope you can help me. I thank you in advance
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1 year ago
Dear ludoerre,
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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1 year ago
Translation
Let's wait a few more days even if it seems very strange to me to have to wait all these days, in other casinos I've never had these problems, that's why I'm puzzled,
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1 year ago
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Today it's been 10 days since I have any news of my withdrawal, they don't respond to emails and in private chat they respond with copy/paste messages. This is all absurd, I'm starting to think they take time not to pay or make me cancel the deposit and play the winnings. I'm not giving up, I've spent some money in this casino and I want to cash out my winnings on a regular basis.
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1 year ago
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Thirteenth day, no news from kyc, 2 emails sent without any response and chat assistance that replies with pre-set messages that always say "your account is under evaluation and being withdrawn".
This all seems absurd to me.
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1 year ago
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I got paid today. However I advise against playing at this casino because 2 weeks for a withdrawal is absurd.
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1 year ago
Dear ludoerre,
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,
Kristina
Casino.Guru
