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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If anything seems suspicious, contact us directly.

Stay safe.

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

Good afternoon Attila,

I will now answer your questions:

1.- I have not made any withdrawals at this casino, although I have tried several times without success.

2. The first withdrawal attempt was before January 5th, but it's true that the times I tried, I didn't meet the rollover requirements. Let's say that January 5th is the first formal request with the rollover requirements met.

3. I never use any kind of bonus at any casino. I don't like them. In some cases, they impose complicated conditions, and I prefer to play freely.

Feel free to ask anything.

Warm greetings.

Buenas tardes Attila,

Procedo a responderte a las preguntas:

1.- No he realizado ninguna retirada en este casino, aunque lo he intentado diversas veces no he tenido éxito.

2.- El primer intento de retiro data de antes del 5 de enero, pero es cierto que las veces que lo intenté no cumplía con el Rollover. Digamos que el 5 de enero es la primera petición formal con el Rollover cumplido

3.- No uso nunca ningún tipo de bono en ninguna sala de casino. No me gustan. Ponen en algunos casos condiciones complicadas y me gusta jugar de forma libre.

Cualquier cosa, no dudes en preguntar.

Un cordial saludo.

Dear JoseRD, thank you for your response. Could you please attach a screenshot of your pending withdrawal?

Additionally, could you please confirm whether you have passed the KYC verification in this casino?

Thank you for your patience and cooperation.

Good afternoon,

Sorry for the slight delay. Regarding your questions, I've attached documents in JPG format.

I'll answer you in this space.

1. Yes. I have a screenshot of the pending withdrawal I just made again (it's the 7th time). You can see that I requested €125, that it's pending, and that I'll be notified as soon as possible. I also have screenshots of the 6 previously rejected withdrawals and the reason given: Insufficient Rollover.

I can prove that this is completely false because in two chats I have with them, they indicate that the Rollover is completed.

2. I don't have KYC verification because they haven't asked me for it at any point. I've attached a chat where I inquired, and they simply told me that the relevant department would contact me if necessary (they don't do so for this verification). I'm fully prepared to cooperate if needed, but they haven't requested it.

I'm available to answer any questions. I hope you can help me, and above all, I hope I can help others so they don't go through the same thing I did.

Thank you so much.

Buenas tardes,

Perdón por el pequeño retraso. En relación a sus preguntas adjunto documentos en fotos jpg.

Le respondo en este espacio.

1.- Sí. Tiene captura del retiro pendiente que acabo de hacer nuevamente (es la 7 vez). En el mismo se puede ver que solicito el importe de 125€, que está pendiente y que me notificarán tan pronto como sea posible. Asimismo, tengo captura de los 6 retiros rechazados anteriormente y el motivo que indican: Insuficiente Rollover.

Puedo demostrar que esto es completamente falso porque en dos chats que tengo con ellos, me indican que el Rollover está completado.

2.- No tengo verificación KYC porque ellos no me lo han pedido en ningún momento. Adjunto un chat donde pregunto y me indican sencillamente que el Departamento correspondiente se pondrá en contacto conmigo si fuese necesario (no lo hacen para esa verificación). Mi predisposición es plena si hiciera falta, pero no me lo han solicitado.

Cualquier cuestión quedo muy atento. Espero que puedan ayudarme y sobre todo espero poder ayudar a otras personas para que no les ocurra lo mismo que a mi.

Muchas gracias.

Dear JoseRD,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear JoseRD,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Silverplay Casino to join this conversation and assist in addressing the complaint.

Dear Silverplay Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Kind regards,

Munya

Dear Munya,

We would like to note that our team has already contacted the player and provided them with information about the remaining amount that needs to be wagered in order to successfully submit a withdrawal request.

Furthermore, upon registration each player agrees to our Terms and Conditions, which explicitly state that the deposit must be rolled over 5 times before a withdrawal can be requested.

Kindly be advised that this information is considered sensitive. To ensure the protection and security of our players, we are unable to disclose specific amounts or account-related details.

Best regards,

Silverplay Casino

Good morning Munya,

I'll reveal it. I have no problem with that, as I'm clear about this.

According to them, I still owe €117.36. I've attached that part of the document:

"Your total deposit amount is 300.91 EUR, which results in a 5x wagering requirement on the amount of 1504.55 EUR. Currently, there is 117.36 EUR remaining to be wagered before a withdrawal can be processed."

I find it regrettable that, despite having contacted you several times, I was told on each occasion that the rollover was complete. I believe you should have closed the rollover yourselves due to your constant negligence in providing information.

I should also mention that, although I'm already preparing the rollover to "try" to recover my funds (I won't believe it until I have them back in my account), since that's what I signed the agreement for, I think it's an excessive clause to have to wager five times the initial amount. I wouldn't recommend this bookmaker to anyone.

For my part, I will not consider this matter closed until I manage to complete the Rollover and withdraw the balance, or whatever they allow me to withdraw.

I hope to do it very soon.

I'll keep you informed.

Greetings

Buenos días Munya,

Yo lo revelo. No tengo ningún inconveniente pues soy claro en este aspecto.

Según ellos me falta por completar 117,36€. Pongo en copia esa parte del escrito:

"Your total deposit amount is 300,91 EUR, which results in a 5x wagering requirement on the amount of 1504,55 EUR. Currently, there is 117,36 EUR remaining to be wagered before a withdrawal can be processed".

Me parece lamentable que, pese a haberme puesto en contacto con uds. varias veces, en las mismas se me haya dicho en distintas ocasiones que estaba completado el Rollover. Creo que deberían haber cerrado ellos mismos el Rollover por su constante negligencia en la información transmitida.

Debo comentar también que, aunque estoy preparando ya el Rollover para "intentar" recuperar mis fondos (hasta que no los tenga en cartera no les creo) pues es lo firmado, me parece una cláusula excesiva tener que apostar 5 veces el montante inicial. No recomendaría esta casa a ninguna persona.

Por mi parte, no doy por cerrado este asunto hasta que consiga hacer el Rollover y retirar el saldo o lo que me dejen retirar.

Espero hacerlo en muy breve.

Te mantendré informado.

Saludos

Dear Silverplay Casino,

Thank you for your communication and your commitment to resolving this issue. I sincerely hope that the player, who has indicated their willingness to fulfill the outstanding rollover amount, will be able to withdraw their funds upon completing the necessary requirements.

Dear JoseRD,

I appreciate your prompt response. I acknowledge your dedication to completing the rollover requirement. I am looking forward to getting an update from you soon.

Best regards

Good afternoon,

I have fulfilled all the Rollover requirements and the company still hasn't paid my withdrawal.

The 7-day response period is almost over and they still haven't complied.

Is there no way to penalize this casino that does not comply with the regulations?

I look forward to your response, Munya.

Buenas tardes,

He cumplido todo el requisito de Rollover y la compañía sigue sin abonarme el retiro.

Se van a cumplir los 7 días de respuesta y aún siguen sin cumplir.

¿No hay ninguna forma de sancionar a este casino que no cumple con las normas?

Quedo muy atento a su respuesta Munya.

Dear JoseRD,

Thank you for the update and I am sorry to know that even after completing the rollover requirement, you have not been able to withdraw. I assure you that I will do my best in having this issue resolved. In the meantime, I shall make a follow up with the casino and hear what they have to say.

Dear Silverplay Casino,

I would appreciate your comments on the situation in light of this update from the player..

Dear Munya,

Our dedicated team conducted a detailed review and determined that the player has met the necessary requirements.

We kindly ask the player to submit a new withdrawal request so that we can proceed with processing the amount.

Best regards,

Silveplay Casino

Good afternoon Munya,

I have just withdrawn my money for the eleventh time. I find it unbelievable that the bookmaker is mentioning a thorough review when they already told me that the entire rollover was completed and everything was fine.

Furthermore, I want to thank you, Munya, for all your effort and work in ensuring that this casino fulfills its obligation to pay the corresponding balance.

Thank goodness it's only a measly 90 euros. I don't even want to think about how impossible it would have been to withdraw the final amount if I had won.

In any case, I still don't trust them. I'll let you know when the money is in my account.

Thank you again.

Buenas tardes Munya,

Acabo de proceder, por onceava vez, a la retirada del importe. Me parece increíble que la casa de apuestas diga lo de la revisión minuciosa, cuando ya me dijeron que estaba todo el rollover completado y estaba todo bien.

Por otra parte, quiero agradecerte Munya todo tu empeño y tu labor para hacer que este casino cumpla con su obligación de abonar el correspondiente saldo.

Menos mal que son sólo 90 tristes euros. No quiero ni pensar si hubiera ganado, lo imposible que me habría sido poder retirar el importe final.

En cualquier caso, sigo sin fiarme de ellos. Te informaré cuando el importe esté en mi cuenta.

Muchas gracias nuevamente.

Dear Silverplay Casino,

Thank you for your commitment to pay the player. I look forward to a successful withdrawal on behalf of the player.

Dear JoseRD,

I appreciate your recognition of my efforts, and I completely empathize with how tiring the withdrawal process can be. Please do keep me updated once you are able to withdraw the remaining funds.

Best regards

Good afternoon Munya,

I regret to inform you that we are still in the process. Now they are asking me for documentation.

I suppose they want me to get bored and give up on retirement.

The attitude of this casino is deplorable.

I'll keep you updated, as I've had a similar issue with another casino. I'll start another thread if it doesn't get resolved.

We'll stay in touch

Greetings

Buenas tardes Munya,

Lamento comunicarte que aún seguimos en el proceso. Ahora me piden documentación.

Supongo que querrán que me aburra y que renuncie al retiro.

Es lamentable la actitud de este casino.

Seguiré informándote, pues he tenido otra incidencia similar con otro casino. Abriré por tanto otro hilo si veo que no se resuelve.

Seguimos en contacto

Saludos

Dear Silverplay Casino,

I would like to inquire if there are any additional requirements that may be preventing the player from proceeding with their withdrawal. After confirming that the player has fulfilled the rollover requirements, I was optimistic that this matter would be resolved promptly and without further complications. Addressing such issues in a proactive manner reflects positively on your brand and ensures fairness for your players.

Dear JoseRD,

Thank you for the update. I sincerely apologize for the delay in receiving your payment. I am hopeful that the casino will act accordingly and ensure that you receive the funds you are owed. Please keep me informed of any new developments.

Best regards,

Good morning Munya,

I've finally received the balance!

I thought I would finally lose it.

I must thank you for all your work, in which you have shown tremendous professionalism and excellent results. Thank you so much, Munya!

Regarding Silverplay, I recommend that no one waste their time playing with them if you don't want to end up in the same situation I was in. What's the point of playing if they don't refund your money? It's the same as not paying for anything... And I even lost some of my initial investment.

In the end...

Warm greetings Munya

Buenos días Munya,

¡Por fin he recibido el saldo!.

Yo creía que lo perdería finalmente.

Debo agradecerte toda tu gestión en la cual has mostrado una enorme profesionalidad y un gran trabajo. ¡Muchas gracias Munya!

En lo referente a Silverplay, recomiendo que nadie pierda el tiempo en jugar con ellos si no quieres verte en mi misma situación. ¿De qué sirve jugar si no te devuelven el saldo?. Es igual a no pagar por nada...Y eso que yo perdí algo de importe inicial.

En fin...

Un cordial saludo Munya

Dear JoseRD,

I am delighted to hear that your funds have successfully arrived! I will proceed to mark the complaint as 'resolved' in our system. We greatly appreciate your and Silverplay Casino's cooperation throughout this process. Should you face any challenges with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to assist you.

As a reminder, we do not charge for our services, nor do we accept any gratuities. However, we would be truly grateful if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improvement would mean a lot to us. Your feedback can significantly help others who might be considering reaching out for assistance with online casino-related issues.

Thank you in advance for your time and support.

Best regards