Silverplay Casino - Se ha retrasado el pago de las ganancias del jugador.

In this casino in order to withdraw your money they ask you to bet x5 the amount you deposited, I am only uploading some screenshots of so many that I already have with support chat, since every time I contact them asking about the missing rollover they always say different amounts, so I took the task of adding the amounts bet on sports and live casino, I deposited a total of 8000 mxn, so I need to bet 40000 mxn to be able to withdraw, adding my amounts for sports and live casino I have around a little more than 42000 MXN, I have contacted support asking why they keep rejecting me but it is a casino that works with its departments totally separate and they have no communication, therefore they always tell me the same thing, the corresponding team will contact you, but when they reject my withdrawal the corresponding team tells me to read the terms and conditions or contact support, totally contradictory the truth.

Recently they limited my sports account so I can't make a single bet, but thanks to the live casino I was able to complete the rollover, since there is no other way I can continue betting to complete that requirement, but even in the same support they told me that real money bets in the live casino do count towards rollover, honestly I don't usually bet in the live casino, only in sports, so I just want the withdrawal to be credited to me so I can stop interacting with the casino.

En este casino para poder retirar tu dinero te piden apostar x5 la cantidad que depositaste, solo estoy subiendo unas capturas de tantas que tengo ya con chat de soporte, ya que cada vez que los contacto preguntando por el rollover faltante siempre dicen cantidades distintas, por lo que me tome a la tarea de sumar las cantidades apostadas en deportes y en casino en vivo, deposite un total de 8000 mxn, por lo que necesito apostar 40000 mxn para poder retirar, sumando mis cantidades de deportes y casino en vivo tengo alrededor de un poco mas de 42000 MXN, he contactado a soporte preguntando por que me siguen rechazando pero es un casino que trabaja con sus departamentos totalmente separados y no tienen comunicación, por lo tanto siempre me dicen lo mismo, el equipo correspondiente se pondrá en contacto contigo, pero cuando me rechazan el retiro el equipo correspondiente me pone que lea los términos y condiciones o contacte a soporte, totalmente contradictorio la verdad.

hace poco me limitaron mi cuenta en deportes por lo que no puedo hacer ni una sola apuesta, pero gracias al casino en vivo ya pude completar con el rollover, ya que no hay otra forma en que pueda seguir apostando para completar ese requisito, pero hasta en el mismo soporte me comentaron que apuestas de dinero real en casino en vivo si cuentan para rollover, sinceramente no suelo apostar en casino en vivo solo en deportes por lo que solo quiero que se me acredite el retiro para dejar de relacionarme con el casino.

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Dear arthurzkv,

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 problem is not that 14 days have passed, it's that on the first day they are rejecting my withdrawal due to lack of rollover, which I have actually already completed. It is a rollover on real money, we are not talking about any bonus. In this casino they ask you to play 5 times your real money to be able to withdraw, which I have already done, but they continue to reject my withdrawal for this reason in an unjustified manner.

El problema no es que pasen 14 dias, es que a secas al primer dia me estan rechazando el retiro por falta de rollover que en verdad yo ya complete, es rollover sobre dinero real no estamos hablando de ningún bono, en este casino te piden jugar x5 veces tu dinero real para poder retirar cosa que ya hice pero me siguen rechazando por este motivo este retiro de manera injustificada

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

Dear arthurzkv,

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.

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Attila