The player from Italy has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The withdrawal was processed successfully and the player's account closed as per their request, therefore we marked this complaint as resolved.
Silverplay Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,350
Silverplay Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.5
Silverplay Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made three payments, two of 100 euros and one of 200 euros (as soon as I signed up). On the second payment I won 1350 euros for which I requested the withdrawal after about a day and a half I get the request to provide documentation and I send ALL THE DOCUMENTS they asked me (very precise), complete with a selfie in which I hold the my ID CARD. I don't get any response after a day and a half (so I guess everything is fine). Tonight I ask when they would have made the payment of my withdrawal (their TERMS AND CONDITIONS speak WITHIN 48 HOURS from the request) by bank transfer because they are INHIBITED on the card and I cannot pay. And they give me an evasive answer saying that everything is fine and that the payment is made within 5/6 working days. Then I ask if the documents have been viewed because I have not received any feedback and this chat gentleman tells me that he cannot know because he does not have this information and cannot obtain it. BUT SO HOW DOES IT SAY EVERYTHING IS OK !? In the end, I haven't received any definite answers yet. And my withdrawal will still remain LI in the SUSPENDED state for who knows how long. Please take action.
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2 years ago
Dear Davesaint,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Dear Davesaint and Casino Guru Representative,
We checked the issue and we can confirm that the withdrawal in question was paid out on the 30th of July and received on the 1st of August.
Kind Regards,
Silverplay Casino Team
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2 years ago
Translation
In the meantime, I made 3 deposits and in all three they charged me a minimum 6% commission. They fall from the clouds and ask me for documentation. Of one of the three I was credited to the gaming account an amount equal to the stolen goods. BUT this is not a refund. I wanted to spend 200 and they made me spend 212.65. Does it seem fair to you? They keep asking me for documentation OF SITUATIONS THAT THEY KNOW VERY WELL. Honestly, I have nothing to do but waste time with these. I decided to close my account and they asked me WHY. I am still waiting for the closure. And I want to close it immediately because otherwise THESE will charge you money because you don't use it. One madness after another. If you behaved correctly, you wouldn't get one-star ratings from users (and you don't deserve that either). BUT it's convenient for you. it is a strategy that is probably for you a fixed term. You are not in the least interested in acting seriously. it is evident from customer feedback. And you don't even care about changing. I've finished.
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2 years ago
Translation
After 6 days I managed to get my account closed. REMAINS the fact that this casino is absolutely unreliable. I want to clarify that despite having reported serious infringements during the deposit of money (about 6% of the payment was extorted from me), NONE OF THE DEPOSITS HAVE BEEN REFUNDED FOR THE EXCESS. Only in one case was money added to my account (but this is not a refund. If I decide to deposit 100 I don't want to have 106). The constant requests for documentation (they know very well what happens) on the three reported payments make you feel really stupid and they behave like this and pretend it is the first time it happens. (Too bad many users have reported my same problem). Personally I think the WORST CASINO LIVE SITE I have ever seen. They are bad in everything in terms of payments, withdrawals, in their constant ambiguity made on purpose to extort money. Basically in this casino it is FORBIDDEN TO WIN. BECAUSE NO ONE HAS EVER RETURNED ME THE 36 EUROS THAT WERE EXTRACTED FROM ME, I CONSIDER MY COMPLAINT LEGITIMATE. SIN FOR THE SCORE AWARDED BY CASINOGURU. SO YOU ALSO LOSE CREDIBILITY.
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2 years ago
Dear Davesaint,
Have you received your withdrawal from the casino yet?
Moreover, unfortunately, sometimes fees are deducted by the payment providers in a form of currency exchange fees and transaction fees. I am afraid that this is not something we could help you with.
Since your account has been closed and it seems that the withdrawal was processed, can we now close this complaint? Or is there anything else we could help you with?
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2 years ago
Translation
You can close the claim but the fact remains that the rating you give to this casino is incorrect. If this casino has such a high rating and creates so many problems what rating can you give to a healthy and ethical casino?
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2 years ago
Davesaint, I am sure you understand that we cannot judge a casino based on one bad experience. I would recommend that you read more about how we rate casinos here in this article:
https://casino.guru/our-casino-reviews
As your withdrawal has been processed, which was initially the main issue of this complaint, and your account later closed as per your request, we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
