The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The Complaints Team had advised the player to wait at least 14 days after the withdrawal request before submitting a complaint and offered assistance if the winnings were not received within this period. However, due to the player's lack of response to the team's messages, the complaint could not be further investigated and was subsequently rejected.
Silverplay Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,300
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
Hello, I requested a withdrawal of 1300 € and have not received an email or any information in the past 30 hours, not even an email to verify my account
The support never helps
Automatic translation:
Public
Public
9 months ago
Dear Mondherr,
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
