Silverplay Casino - Player's withdrawal is constantly cancelled.

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