The player from Spain had experienced difficulties with a withdrawal from an online casino. The casino had repeatedly postponed the withdrawal process, had failed to respond to his emails, and had cancelled his withdrawal attempts without providing a clear reason. The player had provided all required verification documents. The casino had initially claimed to have processed the withdrawal, but the player did not receive the funds. After intervention by the complaints team, the casino had admitted to partially paying the withdrawal due to alleged breaches of their terms and conditions. However, after further communication, the casino had restored the cut balance to the player's account and he had been able to withdraw the full amount. The issue had been successfully resolved with the player confirming the receipt of his winnings.
Silverplay Casino - Player's withdrawal is constantly cancelled.
Amount: €4,000
Silverplay Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
They won't accept my withdrawal, they just keep stalling me in the chat, they don't respond to my emails, and they cancel my withdrawal without any explanation. I've sent them all the documentation they requested for account verification.
Dear Vrossi166,
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
I understand it, but I requested the withdrawal on Friday and yesterday they canceled it for no reason and they did not give me any explanation as to why they canceled it. When I spoke through the internal chat they told me that it corresponds to another department and that they will contact me by email detailing the case, but they don't tell me anything, and they delay me time and time again.
They tell me that the payment has been made, but I don't receive anything, it's been 14 days since Friday
Hi Vrossi166,
- Did you receive a transaction receipt from the casino?
Thank you.
No, when I ask them to send it to me by email, they delay me, I talk to them through the chat and they tell me that they will contact me by email, that this corresponds to another department, but they never contact me, nor do they send me any supporting documents, They only say that another department is studying it.
They did ask me for a bank statement with the date from which they approved the withdrawal, I suppose to see that I am not deceiving them, and I sent it to them and I have not received a response from them
Thank you very much, Vrossi166, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Vrossi166,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Silverplay Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
I would appreciate it if you could explain this to me. Why don't you justify it to me in any way? When I ask for proof, they stop answering me
Dear Dominika,
The withdrawal has been successfully processed on the 25th of April 2024. The funds should be in the player's bank account.
Kind regards,
Silverplay Casino
You asked me for a bank statement, I sent it to you so you could see it and you haven't responded, can you justify the transfer with some document? Let the transfer of €4000 that you made me be seen
Dear Silverplay Casino, thank you for the information, could you please send me evidence via email? (dominika.l@casino.guru)
Dear Dominika,
The player’s withdrawal has been paid out partially since the relevant team detected a breach in our General Terms & Conditions (3.18 and 8.8). The player was given back his deposited amount and he received a notification in his account. The player is able to see the message there.
For reference: https://silverplay.com/pages/terms-and-conditions
Our actions were in accordance with our policy and the customer should have already received his deposited funds.
Kind regards,
Silverplay Casino
Breach? Non-compliance you, when it is your turn to pay you look for any excuse not to do so, but yes, to make the deposit as soon as you accept it and receive it, at no time has there been any non-compliance on my part, I simply had a withdrawal, which First you canceled me without reason, and then you paid me a part, which according to you, was not your income, since the withdrawal that you approved me was for the amount of €4000, not €750, you have taken more than €3000 from me , which according to your application, you have paid me, but that is not the case.
Those terms make no sense, I was playing, recreationally, I had a win, I went to withdraw it and you confiscated it, because you felt like it, without any justification.
Thank you for the information.
Dear Silverplay Casino, could you please provide me with any evidence? If it's more convenient for you, you can send it via email. (dominika.l@casino.guru)
And by the way, they should also explain why on the page and in customer service, they state that the withdrawal is for €4,000 and then pay whatever amount they want. Attached photos
Dear Dominika,
After a careful review, we would like to inform you that the cut balance has been successfully redeemed and added into the player's real balance available at his discretion. He is able to log in and withdraw the amount to his bank account.
Kind regards,
Silverplay Casino
Thank you for the information.
Dear Vrossi166, could you please confirm that this is true and that you are now able to withdraw the amount?
It's true, I have requested the withdrawal again, but it is still waiting for approval
Dear Vrossi166, thank you for the information, could you please inform us once the withdrawal request is approved?
Okay, once it is approved and the money appears in my account I will let you know.
The money is already in my account, everything is correct
Dear Vrossi166,
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,
Dominika
Casino.Guru
