Silverplay Casino - El reintegro del jugador se ha retrasado.

Hi, I joined this casino seeing it in the list of those you sponsor, I made several deposits until with a deposit of 20 euros I managed to win 3400 euros on a slot, some were replayed and when I reached 3000 euros I decided to pick them up. on February 15th I was contacted via email by the kyc team to whom I provided in detail each type of document or card requested (even a selfie of mine in which I kept my identity card next to my face, absurd). I have had no news since that day. In chat they answer you with preset messages that always say the same thing and my withdrawal is still pending with the possibility of cancellation. Is it possible that this casino takes more than 8 days to process a withdrawal? I'm starting to think that there's a risk that the winnings won't be paid to me and that worries me. I sent 2 emails but I didn't get any response, how do you behave in these cases? Will I be able to collect my winnings? also because I deposited about 300 euros in this casino and I played as many 500/600 from the winnings obtained. I hope you can help me. I thank you in advance

Salve, mi sono iscritto a questo casino vedendolo nella lista di quelli che sponsorizzate, ho fatto diversi depositi fino a quando con un deposito di 20 euro sono riuscito a vincere 3400 euro ad una slot, parte sono stati rigiocati e arrivato a 3000 euro ho deciso di prelevarli. il giorno 15 febbraio sono stato contattato tramite email dal team kyc a cui ho fornito dettagliatamente ogni tipo di documento o carta richiesti (addirittura un mio selfie in cui mantenevo la mia carta d'identità affianco al viso, assurdo). Da quel giorno non ho più avuto notizie. In chat ti rispondono con messaggi preimpostati che dicono sempre la stessa cosa e il mio prelievo è ancora in pending con possibilità di cancellazione. Possibile che questo casinò impegni più di 8 giorni per elaborare un prelievo? inizio a pensare che ci sia il rischio che la vincita non mi sia pagata e la cosa mi preoccupa. Ho invitato 2 mail ma non ho avuto alcuna risposta, come ci si comporta in questi casi? riuscirò a riscuotere la mia vincita? anche perchè ho depositato circa 300 euro in questo casinò e ne ho giocati altrettanti 500/600 dalle vincite ottenute. Spero mi possiate essere d'aiuto. Vi ringrazio anticipatamente

Dear ludoerre,

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

Let's wait a few more days even if it seems very strange to me to have to wait all these days, in other casinos I've never had these problems, that's why I'm puzzled,

Attendiamo ancora qualche giorno anche se mi sembra molto strano dover aspettare tutti questi giorni, in altri casinò non ho mai avuto di questi problemi, per questo sono perplesso,

Today it's been 10 days since I have any news of my withdrawal, they don't respond to emails and in private chat they respond with copy/paste messages. This is all absurd, I'm starting to think they take time not to pay or make me cancel the deposit and play the winnings. I'm not giving up, I've spent some money in this casino and I want to cash out my winnings on a regular basis.

Oggi sono 10 giorni che non ho alcuna notizia del mio prelievo, non rispondono alle mail e in chat privata rispondono con messaggi copia/incolla. Tutto ciò è assurdo, inizio a pensare che prendano tempo per non pagare o per farmi cancellare il deposito e giocare la vincita. io non demordo, ho speso dei soldi in questo casinò e voglio riscuotere la vincita ottenuta regolarmente.

Thirteenth day, no news from kyc, 2 emails sent without any response and chat assistance that replies with pre-set messages that always say "your account is under evaluation and being withdrawn".

This all seems absurd to me.

Tredicesimo giorno, nessuna notizia da kyc, 2 mail inviate senza nessuna risposta e assistenza in chat che risponde con messaggi preimpostati che dicono sempre "il suo account è in valutazione e in fase di prelievo".

Tutto ció mi sembra assurdo.

I got paid today. However I advise against playing at this casino because 2 weeks for a withdrawal is absurd.

sono stato pagato oggi. Comunque sconsiglio di giocare a questo casinò perché 2 settimane per un prelievo sono assurde.

Dear ludoerre,

Have you received your withdrawal from the casino yet?

Yes, finally

si finalmente

Dear ludoerre,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru