HomeComplaintsSilverplay Casino - Player's withdrawal is delayed.

Silverplay Casino - Player's withdrawal is delayed.

Amount: 4,799 CHF

Silverplay Casino
Safety Index:Low
Submitted: 24 Aug 2023 | Case closed : 27 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Switzerland is facing a delay with his withdrawal since August 8th. Despite several interactions with the support team, there is no resolution. A casino rerpesenattive replied to the complaint and informed us that the player's withdrawal request was approved and paid out to them. When we asked the player to confirm this, they stopped responding to our messages so we were finally forced to reject the complaint.

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1 year ago
Translation

Hello, I have been waiting for my money since August 8th. They only tell me that they are handling the matter urgently and when I speak live on chat, they say they leave a message at the payment department. Up to this point, I have not yet received anything. I sent an email and did not receive a reply. I received a payment once before and it took 10 days. This time it's taking too long and the money is still pending in my account.

Automatic translation:
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1 year ago

Dear armandogcr17,

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.

Could you please forward your last interaction with the casino to me? Please include the casino's response.

My email is tomas@casino.guru

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,

Tomas

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1 year ago
Translation

I already sent the email to Mr. You take the print of today's conversation and always the same answer they say they are dealing with the matter with the utmost urgency

Automatic translation:
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1 year ago

Thank you very much, armandogcr17, for providing the necessary information. 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.  

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1 year ago

Hi armandogcr17,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.


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? Would you please specify if the player's withdrawal request is still being processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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1 year ago

Dear Natalia and armandogcr17,


We would like to confirm that the Player's withdrawal has already been approved and paid out successfully.


Kind Regards,


Silverplay Casino Team

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1 year ago

Thank you for your reply, Silverplay Casino.


Dear armandogcr17, since the casino confirmed having processed your withdrawal request, you should receive your funds soon, though there may be some delays caused by the payment provider itself. I'll set the timer for 14 days, please let us know if you receive the money in the set timeframe. If not, we'll be checking it further with the casino. Thank you.

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1 year ago

Dear armandogcr17,

Have you received your withdrawal from the casino yet?

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1 year ago

Dear armandogcr17,

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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1 year ago

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

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