The player from Germany, who has won €5000 at Silverplay Casino, is experiencing continuous delays in the withdrawal process due to a claimed backlog of requests, despite successful verification and confirmation from the support team. The player also complains about the lack of email response from the casino. We contacted the casino to ask them to participate in the resolution of the complaint, however, before it replied, the player informed us that the payout was processed. Later they confirmed receiving the funds, so the complaint was resolved.
Silverplay Casino - Player's withdrawal is continuously delayed.
Amount: €5,000
Silverplay Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello, I have deposited money several times at Silverplay Casino, approximately €800, and actually won €5000. I want to withdraw this money and have successfully verified myself! According to the support team, everything is correct! Unfortunately, they continuously delay the payout because they claim there is a large number of withdrawal requests pending! The support team does not respond to my emails. The only response I get is from the Live Chat, and it's always the same (We are sorry, but the withdrawal is still delayed)! I'm very disappointed. Your money is there within seconds and can be used, but when it comes to withdrawing, you are kept waiting and waiting and waiting! Very poor service.
Automatic translation:
Public
Public
6 months ago
Dear ohellwig2709,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history.
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Hello, no, I haven't paid anything out yet, this is the first time! I never claimed a bonus! The status is Pending for 2 days and now it's back to Pending with a cancellation button! I canceled again yesterday and paid half of it (no more) to my MiFinity account!
Edited
Automatic translation:
Public
Public
6 months ago
Thank you for your reply, ohellwig2709. Kindly refrain from repeatedly canceling your withdrawal requests as this may result in additional delays since most casinos process withdrawals in the order they were created.
Since you requested a new withdrawal, I recommend that we wait for a few more days, and hopefully, it will be processed soon. Please, do not cancel the withdrawal and keep us updated. Thank you for your understanding.
Public
Public
6 months ago
Translation
After contacting customer service, I was told I could also pay out to a bank account! And I would be notified by email when the payout is through, it will be processed as quickly as possible! No payout to date! Very strange 🤨
Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Always the same answer! Know
Automatic translation:
Public
Public
6 months ago
Translation
Apparently it's in progress
It shouldn't be an act to process it and pay it out! I'm curious, it's a scam and a scam! If it doesn't get paid out I will pass it on to a lawyer!
Automatic translation:
Public
Public
6 months ago
Translation
To date no payout has taken place, always the same answers as before!
Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago
Translation
To date no payout and always the same answers!
Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago
Translation
I can't hear it anymore, it's being edited and I'll leave a note to make it go faster! A day later this email will be forwarded with priority and so on! It's almost been 14 days! They took my money and my winnings too! I won't let this happen to me!
Automatic translation:
Public
Public
6 months ago
Is your latest withdrawal request marked as pending or processed, please?
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Hello, it is still pending since October 19th! I think enough time has passed now to edit them!
The last email was from yesterday, but it's always the same thing! It's being processed as a priority but nothing happens, it's been pending since October 19th!
Automatic translation:
Public
Public
6 months ago
Thank you very much, ohellwig2709, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
6 months ago
Hi ohellwig2709,
I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when it replies.
Dear Silverplay Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons for the withdrawal request to be not processed for such a long time?
Please, feel free to send any supporting evidence relevant to the case to my email natalia.b@casino.guru.
I'm looking forward to hearing from you.
Kind regards,
Natalia
Public
Public
6 months ago
Translation
I don't understand this long edit! If all of this doesn't work, I would like to have my entire stakes refunded to around €1000
Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Received from customer service today! I'll believe it when I see it!
Automatic translation:
Public
Public
6 months ago
Translation
The casino paid today! Long time but I got the money! Thank you for your help!
Automatic translation:
Public
Public
6 months ago
Dear ohellwig2709,
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,
Natalia
Casino.Guru
Please disable your AdBlock