Silverplay Casino - El jugador recibió menos bonificación de lo esperado.

I opened an account yesterday.

On their landing page there’s a misleading advertising on bonus "up to 1000 Eur"

So I started depositing 950.

They gave me a bonus of 125 Eur on the first 100 and not more.

So I was sure the x40 rolling was applied only to the 225 part of the bonus.

No!

They added also 850 not concerning with promotion and my situation was:

125+950x40 wager (43.000)

and not 125+100x40 plus my money.

I’d like also to make a complaint to Cyprus regulator.

I feel robbed and scammed

Dear Pinkman777,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. I have checked the promotions of the casino and this is what I found:

The first deposit bonus must be activated with a code. Have you noticed the bonus amount when you were looking for the activation code?

Also, according to the Bonus Terms and Conditions:

5. The amount of the deposit and the bonus must be rolled over 40 times in order to convert the bonus into real money and cash out any winnings.

Could you please advise if you already started playing with the active bonus? Have you contacted customer support when you found out that the maximum bonus amount is 125€?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I started playing with the bonus active and once I realized that my money was accumulating on the bonus I wrote to support.

I find it misleading

"The deposit and bonus amount must be reinvested 40 times to convert the bonus into real money and cash out any winnings."

as it does not specify that the entire deposit would be added to the bonus and not just the amount relating to the prize.

I find it opaque to say the least

Ho iniziato a giocare con il bonus attivo ed una volta resomi conto che i miei soldi si stavano cumulando sul bonus ho scritto all’assistenza.

Trovo fuorviante

"L'importo del deposito e del bonus deve essere reinvestito 40 volte per convertire il bonus in denaro reale e incassare eventuali vincite."

in quanto non specifica che l’intero deposito sarebbe stato cumulato al bonus e non solo la cifra afferente al premio.

La trovo una condotta quantomeno opaca

I don't claim the extra bonus, but my 850 that don't belong to the bonus have undergone the same rules as the other money.

Non reclamo il bonus in più, ma i miei 850 che non afferiscono al bonus che hanno subito le stesse regole degli altri soldi.

The account is currently closed.

Ad ora il conto è chiuso.

I'm sorry but the bonus terms say that the deposit and bonus amount should be wagered 40 times. It does not say that only "the part of the deposit related to the bonus" should be wagered. In this case, there is nothing we can do to assist you.

Regarding the closure of your account, have you asked your account to be closed or was it blocked by the casino?

I asked, thank you very much.

Chiesto io, grazie mille.

Thank you for the information. Is there anything else I can help you with, or may we close the complaint? Please let me know.

Dear Pinkman777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It didn't help so you can close the complaint.

Non è servito a nulla quindi può chiudere il reclamo.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.