Silverplay Casino - El jugador cree que el reintegro se ha retrasado.

I would like to file a complaint regarding the processing of my withdrawal at SilverPlay.

I requested a withdrawal of €3,900. Since then, the processing has been significantly delayed. Although deposits are processed instantly by this provider, the withdrawal has not been completed for days.

As part of the verification process, I have already submitted all the required documents, including:

ID card

Driver's license

Electricity bill as proof of address

Bank statement / proof of bank

After these documents had already been submitted and, according to the provider, checked, they additionally requested a photo of me holding my ID card or driver's license. I provided this proof as well.

Afterwards, I received a notification from the KYC team that my documents had been received and reviewed, and that I would soon receive feedback from the payments team regarding my payout. They also left open the possibility that they would contact me again if further documents were required.

Despite this, the payout was still not completed. Upon my inquiry, I only received a general response from support stating that my payout was currently being "reviewed," processed by another department, and that processing could take some time. I was not given a specific timeframe, a clear status, or a definitive statement as to whether anything was still required from my end.

I have been waiting for my payment to be processed since Thursday and have not received any clear or binding information to this day. From my perspective, it seems that the payment is being unnecessarily delayed despite the complete submission of all required documents.

I therefore request your support or review of the case. From my perspective, the following points are particularly problematic:

repeated requests for verification documents

No clear statement as to whether the verification is finally complete.

No transparent information about the processing time

Despite my full cooperation, payment is still delayed.

I have submitted all the required documents completely and cooperatively and request that the payment be processed immediately.

Provider: SilverPlay

Payout amount: €3,900

Status: Under review since Thursday / no clear final announcement

Ich möchte eine Beschwerde über die Bearbeitung meiner Auszahlung bei SilverPlay einreichen.

Ich habe eine Auszahlung in Höhe von 3.900 € beantragt. Seitdem wird die Bearbeitung erheblich verzögert. Obwohl Einzahlungen bei dem Anbieter sofort verarbeitet werden, wird die Auszahlung seit Tagen nicht abgeschlossen.

Im Rahmen der Verifizierung habe ich bereits alle geforderten Unterlagen eingereicht, darunter:

Personalausweis

Führerschein

Stromrechnung als Adressnachweis

Kontoauszug / Banknachweis

Nachdem diese Dokumente bereits eingereicht und laut Anbieter geprüft worden waren, wurde zusätzlich noch ein Foto von mir verlangt, auf dem ich meinen Ausweis bzw. Führerschein in der Hand halte. Auch dieser Nachweis wurde von mir erbracht.

Danach erhielt ich vom KYC-Team die Mitteilung, dass meine Dokumente eingegangen und geprüft worden seien und ich bezüglich meiner Auszahlung bald Rückmeldung vom Payments-Team erhalten würde. Gleichzeitig wurde offengelassen, dass man sich erneut melden werde, falls weitere Unterlagen benötigt würden.

Trotzdem wurde die Auszahlung weiterhin nicht abgeschlossen. Auf meine Nachfrage hin erhielt ich lediglich eine allgemeine Antwort vom Support, dass meine Auszahlung aktuell „überprüft" werde, von einer anderen Abteilung bearbeitet werde und die Bearbeitung Zeit in Anspruch nehmen könne. Ein konkreter Zeitrahmen, ein klarer Status oder eine verbindliche Aussage, ob noch etwas von meiner Seite fehlt, wurde mir nicht gegeben.

Ich warte inzwischen seit Donnerstag auf die Bearbeitung der Auszahlung und habe bis heute keine klare oder verbindliche Auskunft erhalten. Aus meiner Sicht entsteht der Eindruck, dass die Auszahlung trotz vollständiger Übermittlung aller verlangten Unterlagen unnötig hinausgezögert wird.

Ich bitte daher um Unterstützung bzw. Prüfung des Falls. Aus meiner Sicht sind insbesondere folgende Punkte problematisch:

wiederholte Nachforderung von Verifizierungsunterlagen

keine klare Aussage, ob die Verifizierung endgültig abgeschlossen ist

keine transparente Information über die Bearbeitungsdauer

Auszahlung wird trotz vollständiger Mitwirkung meinerseits weiter verzögert

Ich habe alle verlangten Unterlagen vollständig und kooperativ eingereicht und bitte darum, dass die Auszahlung unverzüglich bearbeitet wird.

Anbieter: SilverPlay

Auszahlungsbetrag: 3.900 €

Status: seit Donnerstag in Prüfung / keine klare Abschlussmitteilung

Important notice:

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Stay safe.

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

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,

Karla