SilverSands Casino - Player’s struggling to access her account.

I have been trying since Saturday 20 June to change my password. I requested the security code. Nothing came through. After a few hours of waiting, I eventually went on Live Chat. I was advised to send an email to support, which I did. Since then I have not heard from the Casino. No reply to email. No one is responding on Live Chat. Whole day Saturday, Sunday, Monday and today, Tuesday.

I am concerned because I want to withdraw my winnings but cannot access my account.

What can I do? I cannot get through on the telephone number either. It doesn't even ring. Just goes off.

Please help!

Dear Lilly,

Thank you very much for submitting your complaint. I’m sorry to hear about your complaint. Could you please advise if there’s any notification or message when you try to log in? What exactly it says, when you try to enter your Username and Password? Have you checked the Spam folder in your inbox? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Email from the player:

"Good Day Petronela,

Each time I tried to login, I was asked for a security code to change my password. But when I requested the security code, nothing came through on my emails. Nothing in spam either. No response on Live Chat. Phone number doesn’t even ring, just goes off. The support did once during the 4 days send me the security code via email as I sent them an email requesting that they do so. But by the time they responded, the casino had shut me down ‘due to a period of inactivity’, so I had to request another security code as the one they sent was no longer valid. It just went on for days.

I then sent them an email and told them that I had reported them to Casino Guru, and almost immediately the issue was resolved. After 4 days!

I want to thank you for the wonderful work you do and for agreeing to assist me. I am happy that everything was resolved.

Kindest Regards,

Lilly ***"

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Lilly for your confirmation and please 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.

Best regards,

Petronela

Casino.Guru