Hello, I have been waiting for my money since August 8th. They only tell me that they are handling the matter urgently and when I speak live on chat, they say they leave a message at the payment department. Up to this point, I have not yet received anything. I sent an email and did not receive a reply. I received a payment once before and it took 10 days. This time it's taking too long and the money is still pending in my account.

Olá eu estou à espera do meu dinheiro desde o 8 de agosto só me dizem que est?o a tratar do assunto com a maior urgência e quando falo no chat ao vivo dizem que deixam recado no departamento dos pagamentos e até hoje ainda n?o recebi, enviei e-mail e n?o obtive resposta eu já recebi uma vez e demorou 10 dias e desta vez está a demorar muito e o dinheiro encontra-se na minha conta pendente

Dear armandogcr17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please forward your last interaction with the casino to me? Please include the casino's response.

My email is [email protected]

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

Best regards,

Tomas

I already sent the email to Mr. You take the print of today's conversation and always the same answer they say they are dealing with the matter with the utmost urgency

Eu já enviei o e-mail para o sr. Tomas com o print da conversa de hoje e sempre a mesma resposta dizem que est?o a tratar do assunto com a máxima urgência

Thank you very much, armandogcr17, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi armandogcr17,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Silverplay Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player's withdrawal request is still being processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email [email protected].

Kind regards,

Natalia

Dear Natalia and armandogcr17,

We would like to confirm that the Player's withdrawal has already been approved and paid out successfully.

Kind Regards,

Silverplay Casino Team

Thank you for your reply, Silverplay Casino.

Dear armandogcr17, since the casino confirmed having processed your withdrawal request, you should receive your funds soon, though there may be some delays caused by the payment provider itself. I'll set the timer for 14 days, please let us know if you receive the money in the set timeframe. If not, we'll be checking it further with the casino. Thank you.

Dear armandogcr17,

Have you received your withdrawal from the casino yet?

Dear armandogcr17,

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 appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.