Silverplay Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello everyone,

I wanted to share my recent experience with Silverplay and hope that a representative from the casino might get in touch.

I have now been waiting for a payment of €690 for 4 days. This is very unusual for me.

For context:

My player account currently holds approximately €1,000.

My first payout in March, amounting to €5,000, was processed within one day.

All subsequent payouts have also always been processed within approximately 24 hours.

Therefore, I don't understand why a payment of €690 has been unprocessed for four days now.

I'm also a VIP member. As I understand it, VIP status is supposed to lead to faster processing of withdrawals. Unfortunately, in my case, the opposite is currently true.

Furthermore, I keep receiving follow-up questions. I answer each one within minutes, yet the process is delayed again. I haven't received a specific reason for the long processing time.

I have to be honest, this is starting to make me uneasy. As long as a withdrawal is pending for so long, I don't feel comfortable continuing to play or depositing any more money.

Has anyone had similar experiences with Silverplay? And if a representative from Silverplay is reading this, I would be very grateful for a prompt resolution to my case.

The attached image also shows the amounts paid out previously, which were processed within 24 hours at the latest.

Hallo zusammen,

ich wollte meine aktuelle Erfahrung mit Silverplay teilen und hoffe, dass sich vielleicht auch ein Vertreter des Casinos meldet.

Ich warte mittlerweile seit 4 Tagen auf eine Auszahlung in Höhe von 690 €. Das ist für mich sehr ungewöhnlich.

Zur Einordnung:

Auf meinem Spielerkonto befinden sich aktuell rund 1.000 €.

Meine erste Auszahlung im März über 5.000 € wurde bereits innerhalb eines Tages bearbeitet.

Auch alle weiteren Auszahlungen wurden bisher immer innerhalb von etwa 24 Stunden ausgezahlt.

Deshalb verstehe ich nicht, warum ausgerechnet jetzt eine Auszahlung über 690 € bereits seit vier Tagen unbearbeitet ist.

Ich bin außerdem VIP-Mitglied. Nach meinem Verständnis soll der VIP-Status eigentlich zu einer schnelleren Bearbeitung von Auszahlungen führen. In meinem Fall ist aktuell leider das Gegenteil der Fall.

Hinzu kommt, dass immer wieder Rückfragen gestellt werden. Diese beantworte ich jedes Mal innerhalb weniger Minuten, trotzdem verzögert sich der Vorgang erneut. Einen konkreten Grund für die lange Bearbeitungszeit habe ich bisher nicht erhalten.

Ich muss ehrlich sagen, dass mich das mittlerweile verunsichert. Solange eine Auszahlung so lange offen ist, habe ich kein gutes Gefühl dabei, weiterzuspielen oder weiteres Geld einzuzahlen.

Hat jemand ähnliche Erfahrungen mit Silverplay gemacht? Und falls ein Vertreter von Silverplay hier mitliest, wäre ich für eine zeitnahe Klärung meines Falls sehr dankbar.

Im Anhang sehen Sie auch die davor ausgezahlten Beträge die in spätestens 24 Stunden erfolgt sind.

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Dear marjinal69,

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

The money arrived last night. Apparently, I always have to come here 😉

Geld kam gestern Nacht an. Anscheinend muss ich immer hierhin 😉

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear marjinal69,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean