The player from Switzerland had requested a withdrawal on 11/10 and despite having provided all necessary documents by 11/12, she hadn't received her money yet. The casino persistently advised patience and marked the withdrawal request as 'pending'. This had been her first withdrawal attempt and she had won without using any bonuses. Despite her repeated inquiries, the casino's responses remained unhelpful. After our intervention and request for clarification from the casino, the player reported that her withdrawal was finally processed and she received her winnings. The issue had been resolved successfully.
Silverplay Casino - Player’s withdrawal is delayed.
Amount: 2,400 CHF
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
5 months ago
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5 months ago
Translation
Hello
I processed a withdrawal request on 11/10. Since 11/12, silverplay has had all the necessary documents. Up until now, I haven't received my money, and the chat advisor always gives me the same answer: I should be patient.
The order is still marked as "pending".
Automatic translation:
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5 months ago
Dear Lucias,
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 confirm that you have passed the KYC verification?
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,
Veronika
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5 months ago
Translation
Hello
I haven't made a withdrawal yet, that was the first withdrawal order.
I collected my winnings without an active bonus.
I assume I passed the Kyc check because one of Silverplay's chat advisors also wrote "I see you have already submitted all the necessary documents" these were already submitted on November 12th. all submitted
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5 months ago
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I just asked silverplay in the chat what the payout was like. After I got the standardized message, I wrote that it's getting embarrassing how they keep making the same excuses. The chat consultant simply ended the chat without me being able to have the chat history sent to me by email. Can you please help me?
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5 months ago
Thank you very much, Lucias, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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5 months ago
Dear Lucias,
My name is Mirka, and I will be in charge of your case from now on. I would now like to invite the Silverplay Casino representative into this conversation.
Dear Silverplay Casino,
Could you please provide us with the explanation, why this player's withdrawal hasn't been paid out?
Thank You in advance.
Mirka
Always the same.
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5 months ago
Translation
New day, same excuses. Except now they say my application is in the final phase, but no one can tell me how long this will take.
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5 months ago
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After 20! A few days ago I received a message that my documents had been accepted and my account was activated for transactions.
Since I couldn't make the direct payment to my card, I now chose bank transfer. Hopefully I don't have to wait another 20 days for something to move.
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5 months ago
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Hello
well I think it's thanks to you and the publication... but, I finally got my money. Thank you Casino Guru!!
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5 months ago
Dear Lucias,
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,
Mirka
Casino.Guru
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