The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team noted that the player eventually canceled the withdrawal and continued playing, resulting in the loss of funds. As the player was responsible for the account's funds until a withdrawal was finalized, the complaint was rejected. The team expressed regret over the situation but emphasized the importance of waiting for payouts to be completed before continuing to play.
Silverplay Casino - Player believes that their withdrawal has been delayed.
Amount: €5,000
Silverplay Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
Silverplay Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Payouts have been pushed back further and further in recent weeks. For example, a payout could have been made on Tuesday, but we only received it on Thursday... then the following week, two days later again (weekly limit). Then a payout could have been made on Thursday, but nothing has happened since Thursday (Whitsun), so it will probably be until Tuesday or longer... So, nothing has been paid out for 1.5 weeks, and it'll probably be more like two now if there's anything left...
This shit is just boring. You can win 20.00. But you only get about 5 out a month.
??
If the VIP manager is present, it's still manageable; if not, forget it. Writing in live chat is as good as scribbling it on the remains of the Berlin Wall.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear arondeutschle,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
No, I'm already verified, etc. I also have an account manager. If he's on board, payouts usually go more smoothly...
A week before I received this email from the payout team, I had already requested a payout. In the email, they say they'll pay out on the 5th. So, actually, it should/could have been paid out on the 2nd or 3rd—that's what I was referring to with the two days, which always gets postponed.
I've had it since the 1st. Wait...
deposited over €8,000... and since the 24th of last month, I think it was, I haven't had the opportunity to withdraw.
I was back at +8000 credit... but out of anger because nothing was happening I sifted it down to 8€.
I wrote to my account manager... with €5,000 cashback from the €8,398 I've deposited since the first day alone, I'll let it go.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear arondeutschle,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
2 weeks ago
Translation
No, there were no more payouts. As I said or wrote above, I canceled the payout at some point and started playing. I wouldn't have been able to figure it out anyway.
I also no longer received cashback or anything similar, which was usually the norm.
I don't want to badmouth everything here, greetings Nicola (acc manager), he also accelerated several times... but as soon as he was away on vacation/off etc. it became very stressful and non-transparent.
well, what the heck
I just asked for fun how much I'd made in total, plus and minus in terms of net withdrawals... I think casinos keep a history of that? I haven't received anything yet, though... probably, or quite possibly, it just got lost in English support.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear arondeutschle, just to clarify, do I understand correctly that you eventually canceled your withdrawal request and continued playing until the funds were lost? And as of now, your account no longer holds any remaining balance or winnings to be paid out?
Public
Public
2 weeks ago
Translation
Yeah, right. That's the whole point of delayed payouts. ???
This is more for the purpose of complaining and warning others than for my benefit.
I asked again how much I've deposited there in total and how much I've actually withdrawn. I googled it, and they must or should keep the register... and I never got an answer.
LG
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear arondeutschle, we’re truly sorry to hear how things turned out and understand your frustration. However, please note that players are fully responsible for the funds held in their casino accounts until a withdrawal is successfully processed and completed. This is why we always encourage players to wait patiently for the payout to be finalized, rather than continuing to play with the requested amount—especially if there are known delays.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
