The player from Germany submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Silverplay Casino - Withdrawal of player's winnings has been delayed.
Amount: €2,430
Silverplay Casino
Safety Index:Above averageSafety Index
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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
1 year ago
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1 year ago
Translation
No verification is required in the forum and on various games
I now want to make a withdrawal and I'm encountering problems
I paid with my virtual debit credit card, but I can't take a picture of it because it's an ONLINE account.
Now the casino refuses to pay out my money because documents are missing!
All other documents have been SUBMITTED
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1 year ago
Dear patrickpatzak90,
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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1 year ago
Translation
Alright, thanks for the answer, I've completed the KYC check,
According to the forum and website, payouts should be made under 48 hours, I'm now waiting longer than 48 hours..
I find it a little funny!
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1 year ago
Translation
The payout arrived after 96 hours, which is quite annoying if you read the forum.
Casino withdrawal without verification within 48 hours..
But !
Profit arrived today.
Support is nice but can hardly help.
I paid in €610 and paid out €2430
Thanks !
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1 year ago
Dear patrickpatzak90,
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,
Kristina
Casino.Guru
