Silverplay Casino - El retiro del jugador ha sido rechazado.

I created an account some time ago to bet with Silverplay.

The thing is, after a while, I noticed certain limitations on the bets or games I could place at the casino. I decided it was time to withdraw my balance and go to another casino.

When I tried to withdraw, my funds were rejected, and I was told I had to make a rollover requirement of five times the amount I had deposited, according to their rules. However, I met the requirements and made the rollover.

I must emphasize that I find these conditions completely abusive, but I decide to go ahead and play the entire rollover requirement on roulette and other games of chance. I lose a certain amount but manage to keep €125, which I wish to withdraw.

When I check to withdraw, I am told that the Rollover is completed and a notification pops up saying that I will be notified as soon as the withdrawal is approved.

I notice my withdrawal is being rejected, so I try again. I ask in the chat what's happening, and they tell me I'm missing a rollover! I tell them that's not true and email them, where they confirm I'm not missing a rollover, and furthermore... I quote verbatim:

"Following this review, your most recent withdrawal request could not be approved. Please note that completing the rollover does not automatically guarantee a successful withdrawal, as bonus-related conditions and overall account activity are evaluated as part of the final review process.

We are unable to provide further details regarding the internal review criteria. Any further information or available options, should there be any, will be communicated to you via email."

In short: requesting a withdrawal doesn't guarantee it will be granted. It has been denied. They can't give me any more information and will contact me by email.

I've been protesting to them for a month now, demanding they tell me, at least, why they don't want to pay me.

I suppose they'll invent something new (documentation they already have, I don't know...) and I'll probably lose that amount because nobody stops these casinos, but at least what I intend to convey is that these gentlemen DO NOT REFUND WITHDRAWALS AND, THEREFORE, IT'S A SCAM so that the same thing doesn't happen to anyone else.

I think they usually call it "the right to complain," and it's the only thing left for us players: to inform ourselves about the houses that scam.

Let's see if I can stir things up from Casinoguru and get them to respond to this fraud.

I have evidence from chats and emails which I am attaching.

Thank you so much

Hace ya algún tiempo cree una cuenta de para apostar con Silverplay.

El caso es que, pasado un tiempo, noté ciertas limitaciones en las apuestas o jugadas en el casino que podía realizar. Decidí que era el momento de retirar mi saldo e irme a otra Casa.

Al intentar retirar me rechazan y me indican que debo efectuar Rollover por un valor de 5 veces el importe que había metido en Depósito según sus normas. No obstante, cumplo con la normativa y lo hago.

Debo resaltar que me parecen unas condiciones completamente abusivas, pero decido hacerlo jugando todo el Rollover en ruleta y juegos de azar. Pierdo cierta cantidad pero consigo conservar 125€ que deseo retirar.

Cuando consulto para retirar me indican que el Rollover está completado y me salta una notificación diciéndome que me notificarán tan pronto como la retirada sea aprobada.

Noto que me rechazan la retirada y vuelvo a intentarla. Pregunto en el chat que ocurre y me dicen ¡Que me falta Rollover!. Les digo que no es cierto y les escribo al correo en el cual me indican que no me falta Rollover y además... copio textualmente:

"Following this review, your most recent withdrawal request could not be approved. Please note that completing the rollover does not automatically guarantee a successful withdrawal, as bonus-related conditions and overall account activity are assessed as part of the final review process.

We are unable to provide further details regarding the internal review criteria. Any further information or available options, should there be any, will be communicated to you via email."

En resumen: que solicitar la retirada no garantiza que me la den. Que ha sido denegada. Que no me pueden dar más información y que me comunicarán por correo.

Llevo ya un mes protestando con ellos para que me digan, al menos, porqué no quieren abonarme.

Supongo que inventarán algo nuevo (documentación que ya tienen, no sé,...) y que seguramente perderé ese importe porque nadie le para los pies a estos casinos, pero al menos lo que pretendo transmitir es que estos Sres. NO DEVUELVEN LOS RETIROS Y, POR TANTO, ES UNA ESTAFA para que no le pase a nadie lo mismo que a mi.

Creo que lo suelen llamar "el derecho a la pataleta" y es lo único que nos queda a los jugadores: informarnos de las Casas que estafan.

A ver si desde Casinogurú consigo agitar y que respondan a este fraude.

Tengo pruebas de chats y correos que adjunto

Muchas gracias

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Dear JoseRD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals in this casino before?
• Could you please confirm when exactly have you requested the withdrawal? Could you please attach screenshots of your withdrawal as well?
• Have you accumulated your winnings with or without an active bonus? If so, could you please specify what promotion have you played with?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila