Silverplay Casino - O jogador afirma que o seu pagamento foi atrasado.

Hello,

On August 11, 2026, I deposited €25 at Silverplay and won €180. On August 14, I deposited another €20 and increased my balance to €450. I wanted to withdraw this amount using the cryptocurrency Solana. They then requested numerous documents from me: ID photos, a selfie with my ID, and two utility bills for address verification. Today, they rejected my withdrawal and blocked access to my account, stating it was "Under Review." The KYC team only responds to my emails once a day and requests documents one after another. For example, on day one, they asked for my ID, then the utility bills the next day, and the selfie on the third day. Everything is supposed to be sent via email, which raises serious privacy concerns. I feel like the casino is stalling me. They haven't given me a reason for blocking my account or withholding my funds.

Therefore, I'm now contacting Casinoguru and hoping they can help me. I enjoy playing games and can accept a 1-2 day verification process, but Silverplay is deliberately dragging their feet and refusing to pay out!

I've attached some screenshots of the endless email exchange and proof that I sent everything. This lengthy email exchange alone speaks volumes about the trustworthiness of this casino.

Hallo,

ich habe am 11.08.2026 25 Euro bei Silverplay eingezahlt und dann 180 Euro gewonnen. Am 14.08. nochmal 20 Euro und habe mich auf 450 Euro gespielt. Diese wollte ich per Cryptowährung Solana auszahlen. Daraufhin wollten sie viele Dokumente von mir. Ausweisbilder, ein Ausweisselfie und 2 Rechnungen für die Adressbestätigung. Heute haben sie meine Auszahlung abgelehnt und den Zugriff auf mein Konto gesperrt, es sei „In Review". Das KYC-Team antwortet mir nur einmal am Tag auf meine Mails und will immer nur nach und nach Dokumente haben. Zum Beispiel am Tag 1 den Ausweis, dann am nächsten Tag die Rechnung, am dritten Tag das Selfie. Alles soll per Mail verschickt werden, was Datenschutztechnisch auch mehr als fraglich ist. Ich fühle mich hingehalten von dem Casino. Eine Grund für die Sperre und das einbehalten des Guthabens haben sie mir auch nicht genannt.

Daher wende ich mich jetzt an Casinoguru und hoffe, das sie mir weiterhelfen können. Ich mache gerne Spielchen mit und kann verkraften wenn es 1-2 Tage dauert mit der Verifizierung aber Silverplay lässt sich absichtlich Zeit und weigert sich auszuzahlen!

Ich habe ein paar Screenshots vom ewigen Mailverlauf angehangen und die Beweise das ich alles geschickt habe. Alleine dieser ewige Mailverlauf spricht Bände über die Seriösität dieses Casinos.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear nickerklaus,

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

Dear nickerklaus,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Is your account still blocked?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

My account is still blocked. I sent two utility bills for address verification and a bank statement. I also sent photos of my ID and a selfie holding my ID. The last time I sent anything was on August 20, 2026. This morning at 10:00 AM, I received a message stating that my account is still under review, but it remains blocked. Therefore, I cannot send a screenshot of the verification page, as this casino does not have one. Everything has been handled via email.

Mein Konto ist immernoch gesperrt. Ich habe zwei Rechnungen zur Adressverifizierung und einen Kontoauszug geschickt. Zusätzlich noch Bilder vom Ausweis und ein Selfie mit Ausweis in der Hand. Zuletzt am 20.08.2026. Heute um 10 Uhr morgens wurde mir geschrieben, dass mein Konto immernoch in der Überprüfung ist, jedoch ist es immernoch gesperrt. Daher kann ich kein Screenshot von der Verifizierungsseite schicken, diese existiert bei dem Casino auch nicht. Es ist alles nur per E-Mail abgeklärt worden.

Thank you very much for your reply, nickerklaus.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear nickerklaus,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru