The player from Germany had been trying to withdraw funds for 15 days. After submitting all required documents and being assured by Live Chat that the withdrawal was being processed, communication had stopped. This had been his first withdrawal attempt at the casino, and he had played without using any bonuses. After several days, the player reported that the withdrawal issue had been resolved as he had received the money. Consequently, we marked the complaint as 'resolved'.
Silverplay Casino - Withdrawal delay experienced by the player.
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
5 months ago
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5 months ago
Translation
Hello, I've been trying to withdraw my funds for the past 15 days. It's been 12 days since all the required documents have been submitted. I was assured by the Live Chat that the documents have been fully processed and the withdrawal was being handled. After I submitted all the documents, they stopped responding to my emails. I'm told by the Live Chat daily that my withdrawal is allegedly being processed and it's being handled by a different department. They repeatedly ask me to wait and be patient assuring they're doing their best. But this has been the case for 12 days now. Seeing that I could still cancel the withdrawal tells me that it hasn't been processed yet. Do you know what I could do? Any advice you could give would be greatly appreciated.
Automatic translation:
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5 months ago
Dear Paul96,
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 from the casino in the past?
- Have you received a positive response regarding the verification of your documents?
- Have you accumulated your winnings with the help of bonuses?
If there is any relevant communication between you and the casino, please forward the correspondence to my email at 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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5 months ago
Translation
Hello,
This is actually my first withdrawal at this casino. I played without a bonus. This means that the winnings did not come from any bonus. On the subject of feedback on my documents. The live chat ensures that all documents are complete. The casino once asked me to send them a screenshot of my MiFinity account. I did this and was told everything was fine. To cut it off, I still had to send my ID with a selfie. I did this straight away and have not received an email response since then. Although I asked 2-3 more times what was going on and they still needed documents. Many thanks for your help.
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5 months ago
Translation
Hello,
now 14 days have passed. All required documents were submitted 14 days ago. The live chat says the same thing every time and I don't get a response to my emails. Can you help me?
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5 months ago
Translation
Hello, you probably didn't answer anymore, which I thought was a shame, but thank you anyway, the money has just been transferred. Thank you!
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5 months ago
Dear Paul96,
I'm glad to hear that your cashout was received 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,
Tomas
Casino.Guru
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