Silverplay Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello,

I signed up 2 days ago and won €300 WITHOUT a bonus. To want to verify myself (there is no section for that) I wrote to customer service, a total of 3 emails, I have received NO answer so far! The chat function does not work there,

I can't reach anyone and that can't be it!

Hallo,

Ich habe vor 2 Tagen mich angemeldet und auch gleich OHNE Bonus 300€ gewonnen. Um mich Verifizieren zu wollen ( da gibt's keine Rubrik dafür) habe ich an den Kundenservice geschrieben, insgesamt 3 Mails, ich habe bis jetzt KEINE Antwort erhalten! Die Funktion Chat funktioniert dort nicht,

Ich erreiche niemanden und das kanns nicht sein!

Dear Peggy7270,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the website for any options to upload personal documents required for verification, and this is what I found (here):

How do I validate my Silverplay Account?

To verify and validate your Silverplay Account please contact our Customer Support Department via email at support@silverplay.com.

Why do I have to provide my personal details to Silverplay?

The Company has the right to request documents, in order to verify its clients’ identity at any stage of their account’s lifetime. At Silverplay we strive to ensure all of our users are able to enjoy themselves in a fully secured environment.

Please allow some time to casino to receive and process your email. If there's no development by Tuesday, please let us know and we will intervene.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

I sent exactly all the verification documents to your email address 2 days ago! It's bad that you only have to submit a complaint to get an answer!

An ihre Email adresse habe ich exakt alle Verifizierungsunterlagen zugesandt vor 2 Tagen! Es ist schon schlimm dass man erst eine Beschwerde einreichen muss um dass man ne Antwort erhält!

Player's additional comments:

Hello,

This email went exactly to the email address that Pertronella wrote to you. I sent all the verification documents to this email without being asked!

Best regards

Yvonne L*********

Sent using the mobile Mail app

Player's additional comments:

Hallo,

Diese Email ging exakt an die Email adresse welche Pertronella Ihnen geschrieben hat, an diese Email habe ich ohne Aufforderung sämtliche Verifizierungsunterlagen zugesandt!

Mit freundlichen Grüßen 

Yvonne L*********

Gesendet mit der mobilen Mail App

Thank you, Peggy7270, for your reply. Have there been any developments since our last conversation, please? 

Hello Petronela,

Yes, I got an email that all documents are complete and now the money will be transferred to me, as soon as the money is there I will get back to you 🤗

Thanks for your help!

Best regards

Yvonne L*********

Hallo Petronela,

Ja ich habe eine Mail bekommen dass alle Unterlagen vollständig sind und nun mir das Geld überwiesen wird, sobald das Geld da ist melde ich mich nochmal 🤗

Danke für Ihre Hilfe!

Mit freundlichen Grüßen

Yvonne L*********

Good to hear that there has been progress. Please keep me informed about any further developments.

Dear Peggy7270,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.