Hello, I requested a withdrawal 14 days ago. All documents have been uploaded. Since July 16, 2023, nothing has happened. It's still pending. In the chat, they only say that they've received the request and it's being processed. They also write each time that the request is being treated as a priority. It's always the same standard text. They don't really answer any questions. Emails are not being responded to at all!! What can I do? Thank you.

Hallo, ich habe vor 14 Tagen eine Auszahlung beantragt. Dokumente sind alle Hochgeladen. Seit dem 16.07.2023 ist nichts passiert. Immer noch ausstehend. Im Chat sagt man nur wir haben den Antrag erhalten und wird bearbeitet. Sie schreiben auch jedes Mal das der Antrag mit Vorrang bearbeitet wird. Immer der selbe Standard Text. Sie gehen nicht wirklich auf Fragen ein. Emails werden überhaupt nicht beantwortet!! Was kann ich tun. Vielen Dank.

Dear chrischii1987,

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. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello, No, I haven't made a withdrawal yet, and I haven't received a confirmation either. I played without a bonus. Thanks very much.

Hallo, Nein ich habe noch keine Abhebung get?tigt, ich habe auch keine Best?tigung bekommen. Ich habe ohne einen Bonus gespielt. Vielen Dank.

Same answer again. This is a standard text!!!

Wieder die selber Antwort. Das ist ein Standard Text!!!

Here's another picture from the chat! Standard texts only. It doesn't take 15 days to process a withdrawal. This is cheating in my opinion!!!

Hier noch ein Bild aus dem Chat! Nur Standard Texte. Man braucht nicht 15 Tage um eine Auszahlung zu bearbeiten. Das ist Betrug in meinen Augen!!!

Thank you very much, chrischii1987, for your cooperation. I will now transfer your complaint to my colleague Peter ([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.  

Hello there,

Thank you chrischii1987 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Silverplay Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear chrischii1987, I was in contact with a casino representative and was told that your withdrawal was paid out and you decided to close your account, can you please confirm that you no longer need assistance?

Thank you in advance!

Hello, sorry for the late reply. It all happened very quickly yesterday, which I would not have thought. Yes, I received the payout and I still closed my account there. Thank you very much for your help. Everything turned out fine. Thanks.

Hallo, Entschuldigung für die sp?te Antwort. Das ging gestern alles sehr schnell was ich nicht gedacht h?tte. Ja die Auszahlung traf bei mir ein und ich habe trotzdem mein Konto dort geschlossen. Vielen vielen Dank für Ihre Hilfe. Es ging alles gut aus. Danke.

Dear chrischii1987,

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,

Peter