The player's winning bet was not credited for an unknown reason. The complaint was rejected as the player could not provide enough evidence.
Silverplay Casino - The player's winnings bet was not credited.
Amount: €1,000
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.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello ,
I had 2 bigger wins at this casino that were not credited to my account. I have a screenshot of one of these prizes.
Automatic translation:
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1 year ago
Hello Sasch83,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Silverplay Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is the winning bet visible in your betting history - could you also forward the history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hi.
My account is verified since 12/31/22 I earned my winnings without a bonus. I made several bookings through my bank account. Strangely enough, the two larger wins never appeared in my history, only the two, I was able to see all other deposits + bet amounts + smaller wins until a few days ago, when my history was empty without deleting anything. Last week I was in contact with the casino and I could tell that they wanted to put me off in some way. You had answered the same thing over and over again, in an e-mail from the responsible department it said that there were no profit templates in the history. What I said all turnovers except these two wins not . I should then check again whether the date is correct.
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1 year ago
Hello Sasch83,
Unfortunately as long as the history shows no record, there is basically not much we are able to do with it as the casino could claim anything and we could not argue with them without the proof. You can however try to contact directly the game provider of the slot you played or the licensing authorities of the casino.
Is there anything else we could assist you with?
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1 year ago
Dear Sasch83,
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.
