Silverplay Casino - El retiro del jugador fue rechazado y el casino no respondió.

Good Day,

I have won a total of CHF 19'500 at Silverplay Casino. However, 8 days ago I requested a withdrawal of 5000€ which, 4 days after a successful KYC check, was rejected due to a "technical error in the payment method." For the past 5 days, I have received no response to my emails asking why the payment was not approved.

Guten Tag

ich habe insgesamt CHF 19‘500.- im Silverplay Casino gewonnen. Nun habe ich vor 8 Tagen eine Auszahlung von 5000€ beantragt, die 4 Tage nach erfolgreicher KYC Prüfung aufgrund eines ,,technischen Fehlers der Zahlungsmethode,, abgelehnt wurde. Seit 5 Tagen kriege ich auf meine Mails keine Antwort, weshalb die Zahlung nicht genehmigt wurde.

Dear morrisbatt,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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

Best regards,

Petronela

Good day

Unfortunately, I didn't receive any information that the payout was rejected. Even after several attempts to contact me via email, I have not received an answer. My account was successfully verified 2 weeks ago.

Guten Tag

Ich bekam leider gar keine Info darüber, dass die Auszahlung abgelehnt wurde. Auch nach mehrmaligen Kontaktversuchen per Mail habe ich hier keine Antwort erhalten. Mein Konto wurde vor 2 Wochen erfolgreich verifiziert.

Hello

The casino finally contacted you by email and confirmed the payout. I'm still waiting for the money to be deposited into my account.

Hallo

das Casino hat sich endlich per Mail gemeldet und die Auszahlung bestätigt. Ich warte noch, bis das Geld in mein Konto einbezahlt wird.

Hi morrisbatt,

Sounds great, hopefully, you will receive all your winnings in no time. Please keep me informed about any further developments.

Thank you very much.

Dear morrisbatt,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.