The player from Germany encountered issues with a rejected withdrawal of 350 euros after converting a 50 euro bonus. After receiving a subsequent bonus for a new deposit, the funds from the initial withdrawal were reversed back into the gaming account. After converting the campaign, the player found that the money had disappeared, leaving only 350 euros available. The Complaints Team resolved the issue by confirming that the casino had incorrectly applied regulations regarding bonuses and withdrawals, leading to the player receiving her winnings. The complaint was marked as resolved, with gratitude expressed for the cooperation from both parties.
Silverplay Casino - Player's withdrawal is delayed and funds are missing.
Amount: €350
Silverplay Casino
Safety Index:Above averageSafety Index
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6.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I played with a bonus of 70 euros, receiving a 100% bonus.
I converted the bonus and requested a withdrawal of 350 euros, playing with the remaining amount.
The next day, I deposited 35 euros and received a 100% bonus. Just as I was about to complete the campaign, I got a notification saying "Withdrawal rejected," and the 350 euros I had requested for withdrawal were back in my gaming account. After converting the campaign, the money from the withdrawal reversal was gone, and I only had 350 euros available!
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2 months ago
Dear Mariposa1705,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have experienced regarding your withdrawal and bonus funds.
To better understand your situation and help resolve the matter, could you please clarify and provide additional details:
- Did the casino provide any reason for rejecting your initial withdrawal of €350? If so, could you share the details of the notification or message they sent?
- When the €350 withdrawal was reversed back to your gaming account, were you able to confirm the total balance at that point?
- Could you clarify whether the funds from the second deposit (€35 + bonus) and the reversed withdrawal (€350) were merged in your account?
- Have you already contacted the casino's support team about this issue? If so, could you forward any communication you have had with them regarding the rejected withdrawal or the missing funds?
If you have any screenshots or additional evidence related to this issue, such as your transaction history or communication with the casino, please send them to me at petronela.k@casino.guru.
Your cooperation is crucial in helping us move forward with this case.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Translation
I had played with 50 euros not 70 and 100% bonus in the first campaign. Converted and requested 350 withdrawal which was rejected
and when I then played again with a 35 euro deposit 100% bonus, the message came with the rejection of the withdrawal request (see sent screenshot). When I implemented this campaign again, there were only 350 in the game account. I had 340 euros paid out, which also had an 8% deduction
were paid .
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2 months ago
Hi Mariposa1705,
Thank you for sending the screenshots and communication regarding your case. I appreciate your cooperation.
To assist further with the review, could you please request your game history directly from the casino and provide it in one comprehensive file? This will help us to have all the relevant information in a clear and organized format.
Feel free to forward it to me once you have it.
Thank you.
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2 months ago
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Unfortunately the history does not open. Tried X times
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2 months ago
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To summarize again: I made a deposit of 50 euros and received a bonus of 100%. I converted the campaign, so 500 euros were converted and credited. Of this I requested
In the end I got 350 euros to pay out.
In the evening I paid 35 again
euro got an approved bonus 100% .
When I had converted about 75% I got a message that the payout (first campaign) had been rejected. The money 350 euros appeared in my game account. However, when I had converted this campaign too, only the 350 euros (from the 2nd campaign) were displayed. I then requested 340 euros, which was then transferred to me, minus 8% because I had made several payouts within 30 days.
I have requested a withdrawal several times and then played with a bonus again and the withdrawal was never rejected because I was playing with a new bonus? 👎
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2 months ago
Hi Mariposa1705,
Thank you for letting me know about the issue with accessing your game history.
If the history cannot be downloaded, I kindly advise you to reach out to the casino directly and request your complete game history from them. This information is crucial for us to proceed with your case and fully understand the situation.
Thank you for your cooperation, and I look forward to your update.
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2 months ago
Translation
The casino cannot send me the game history. They told me again that I cannot request a withdrawal if I play with a new bonus before the withdrawal has been made and completed. It does not matter that I only deposited again and played with the bonus after the withdrawal request. That probably means that you can only play with the bonus again when the withdrawal is approved. Strangely enough, however, I have done that in the past without the withdrawal being rejected.
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2 months ago
Thank you very much, Mariposa1705, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
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2 months ago
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It has been resolved! I received this email and the money was credited. Thank you very much for your help
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2 months ago
Hello Mariposa1705,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I concur with your position. The regulation cited by the casino team does not pertain to your circumstances, as you initiated a withdrawal prior to any bonus activation and only claimed the bonus afterwards. Therefore, your withdrawal should have been processed accordingly. From your recent response, it appears that the casino team has recognized their mistake and you will be receiving your winnings. May I proceed to close this complaint as resolved?
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2 months ago
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Yes you can and thank you for your efforts!
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2 months ago
Dear Mariposa1705,
Thank you for the confirmation. I'm glad that even we might have contributed to the casino team's realisation of the error and that they corrected their approach.
We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
