Silverplay Casino - Виведення виграшу гравця відкладено.

I made three payments, two of 100 euros and one of 200 euros (as soon as I signed up). On the second payment I won 1350 euros for which I requested the withdrawal after about a day and a half I get the request to provide documentation and I send ALL THE DOCUMENTS they asked me (very precise), complete with a selfie in which I hold the my ID CARD. I don't get any response after a day and a half (so I guess everything is fine). Tonight I ask when they would have made the payment of my withdrawal (their TERMS AND CONDITIONS speak WITHIN 48 HOURS from the request) by bank transfer because they are INHIBITED on the card and I cannot pay. And they give me an evasive answer saying that everything is fine and that the payment is made within 5/6 working days. Then I ask if the documents have been viewed because I have not received any feedback and this chat gentleman tells me that he cannot know because he does not have this information and cannot obtain it. BUT SO HOW DOES IT SAY EVERYTHING IS OK !? In the end, I haven't received any definite answers yet. And my withdrawal will still remain LI in the SUSPENDED state for who knows how long. Please take action.

Ho effettuato tre versamenti due da 100 euro e uno da 200 euro (appena mi sono iscritto) . Al secondo versamento ho vinto 1350 euro per i quali ho richiesto il prelievo dopo circa un giorno e mezzo mi arriva la richiesta di fornire documentazione e invio TUTTI I DOCUMENTI che mi hanno chiesto (precisissimi) , con tanto di selfie in cui tengo in mano il mio ID CARD. Non ricevo dopo un giorno e mezzo alcuna risposta (e quindi immagino che vada tutto bene). Stasera chiedo quando mi avrebbero fatto il pagamento del mio prelievo (i loro TERMINI E CONDIZIONI parlano ENTRO 48 ORE dalla richiesta) tramite bonifico perchè sulla carta SONO INIBITI e non posso no pagare. E mi danno una risposta evasiva dicendo che è tutto a posto e che il pagamento viene fatto entro 5/ 6 giorni lavorativi . Poi chiedo se i documenti sono stati visionati perchè non ho ricevuto alcun feedback e questo signore della chat mi dice che non può saperlo perchè non ha queste informazioni e non può ottenerle. MA ALLORA COME FA A DIRE CHE VA TUTTO BENE!? Alla fine non ho ricevuto ancora alcuna risposta certa. E il mio prelievo rimarrà ancora LI in stato SOSPESO per chissà quanto. Vi prego di intervenire.

Dear Davesaint,

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 Davesaint and Casino Guru Representative, 

 

We checked the issue and we can confirm that the withdrawal in question was paid out on the 30th of July and received on the 1st of August. 

 

Kind Regards, 

Silverplay Casino Team 

In the meantime, I made 3 deposits and in all three they charged me a minimum 6% commission. They fall from the clouds and ask me for documentation. Of one of the three I was credited to the gaming account an amount equal to the stolen goods. BUT this is not a refund. I wanted to spend 200 and they made me spend 212.65. Does it seem fair to you? They keep asking me for documentation OF SITUATIONS THAT THEY KNOW VERY WELL. Honestly, I have nothing to do but waste time with these. I decided to close my account and they asked me WHY. I am still waiting for the closure. And I want to close it immediately because otherwise THESE will charge you money because you don't use it. One madness after another. If you behaved correctly, you wouldn't get one-star ratings from users (and you don't deserve that either). BUT it's convenient for you. it is a strategy that is probably for you a fixed term. You are not in the least interested in acting seriously. it is evident from customer feedback. And you don't even care about changing. I've finished.

Nel frattempo, ho fatto 3 versamenti e in tutti e tre mi hanno addebitato una commissione del 6% minimo. Loro cascano dalle nuvole e mi chiedono documentazione. Di una delle tre mi hanno accreditato sul conto gioco una somma pari al maltolto . MA questo non è un rimborso. Io volevo spendere 200 e loro me ne hanno fatti spendere 212.65. Vi sembra giusto? Continuano a chiedermi documentazione DI SITUAZIONI CHE CONOSCONO BENISSIMO. Sinceramente io ho altro da fare che perdere tempo con questi . Ho deciso di chiudere il conto e mi hanno chiesto PERCHè. Ancora sto aspettando la chiusura. E lo voglio chiudere immediatamente perchè in caso contrario QUESTI ti addebitano del denaro perchè non lo usi. Una follia dietro l'altra. Se vi comportaste correttamente non avreste i voti dagli utenti da una stella (e neanche quella vi meritate) . MA a voi fa comodo così. è una strategia che probabilmente per voi è a tempo determinato. Non siete interessati minimamente a comportarvi seriamente. è evidente dai feedback dei clienti. E non vi interessa nemmeno cambiare. Ho finito.

After 6 days I managed to get my account closed. REMAINS the fact that this casino is absolutely unreliable. I want to clarify that despite having reported serious infringements during the deposit of money (about 6% of the payment was extorted from me), NONE OF THE DEPOSITS HAVE BEEN REFUNDED FOR THE EXCESS. Only in one case was money added to my account (but this is not a refund. If I decide to deposit 100 I don't want to have 106). The constant requests for documentation (they know very well what happens) on the three reported payments make you feel really stupid and they behave like this and pretend it is the first time it happens. (Too bad many users have reported my same problem). Personally I think the WORST CASINO LIVE SITE I have ever seen. They are bad in everything in terms of payments, withdrawals, in their constant ambiguity made on purpose to extort money. Basically in this casino it is FORBIDDEN TO WIN. BECAUSE NO ONE HAS EVER RETURNED ME THE 36 EUROS THAT WERE EXTRACTED FROM ME, I CONSIDER MY COMPLAINT LEGITIMATE. SIN FOR THE SCORE AWARDED BY CASINOGURU. SO YOU ALSO LOSE CREDIBILITY.

Dopo ben 6 giorni sono riuscito a farmi chiudere il conto. RIMANE il fatto che questo casinò è assolutamente inaffidabile. Tengo a precisare che nonostante abbia segnalato gravi infrazioni durante il deposito di denaro (mi sono stati estorti circa il 6%) del versamento, NESSUNO DEI DEPOSITI MI SONO STATI RIMBORSATI PER L'ECCEDENZA. Solo in un caso mi sono stati aggiunti i soldi sul mio conto (ma questo non è un rimborso. Se decido di versare 100 non voglio avere 106) . Le continue richieste di documentazione (loro sanno benissimo quello che accade) sui tre versamenti segnalati ti fanno sentire davvero uno stupido e loro si comportano così e fanno finta che sia la prima volta che accade. (Peccato che molti utenti abbiano segnalato ilmio stesso problema). Personalmente ritengo il PEGGIOR SITO DI CASINO LIVE che io abbia mai visto. Sono pessimi in tutto nei versamenti, nei prelievi , nella loro continua ambiguità fatta apposta per estorcere denaro. In sostanza in questo casinò è VIETATO VINCERE. Siccome NESSUNO MI HA MAI RESTITUITO I 36 EURO CHE MI SONO STATI ESTORTI RITENGO LEGITTIMO IL MIO RECLAMO. PECCATO PER IL PUNTEGGIO ATTRIBUITO DA CASINOGURU. COSì ANCHE VOI PERDETE CREDIBILITà.

Dear Davesaint,

Have you received your withdrawal from the casino yet?

Moreover, unfortunately, sometimes fees are deducted by the payment providers in a form of currency exchange fees and transaction fees. I am afraid that this is not something we could help you with.

Since your account has been closed and it seems that the withdrawal was processed, can we now close this complaint? Or is there anything else we could help you with?

You can close the claim but the fact remains that the rating you give to this casino is incorrect. If this casino has such a high rating and creates so many problems what rating can you give to a healthy and ethical casino?

Il reclamo puoi chiuderlo ma rimane il fatto che il voto che voi attribuite a questo casino è incorretto. Se questo casino ha una votazione così alta e crea tanti problemi che voto potete dare ad un casino sano e etico?

Davesaint, I am sure you understand that we cannot judge a casino based on one bad experience. I would recommend that you read more about how we rate casinos here in this article:

https://casino.guru/our-casino-reviews

As your withdrawal has been processed, which was initially the main issue of this complaint, and your account later closed as per your request, we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and 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.