Silverplay Casino - Выигрышная ставка игрока не была зачислена.

Hello ,

I had 2 bigger wins at this casino that were not credited to my account. I have a screenshot of one of these prizes.

hallo ,

hatte bei diesem Casino 2 größer Gewinne die meinem Konto nicht gut geschrieben worden sind. Von einem dieser Gewinne habe ich ein Screenshot.

Hello Sasch83,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Silverplay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is the winning bet visible in your betting history - could you also forward the history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi.

My account is verified since 12/31/22 I earned my winnings without a bonus. I made several bookings through my bank account. Strangely enough, the two larger wins never appeared in my history, only the two, I was able to see all other deposits + bet amounts + smaller wins until a few days ago, when my history was empty without deleting anything. Last week I was in contact with the casino and I could tell that they wanted to put me off in some way. You had answered the same thing over and over again, in an e-mail from the responsible department it said that there were no profit templates in the history. What I said all turnovers except these two wins not . I should then check again whether the date is correct.

Hallo.

Mein Konto ist verifiziert seit dem 31.12.22 meine Gewinne habe ich ohne Bonus erspielt . Ich habe mehrere Buchungen über mein Bankkonto getätigt. Die beiden größer Gewinne sind komischerweise nie in meiner Historie aufgetaucht nur die beiden, alle anderen Einzahlungen + Einsatzbeträge + kleinere Gewinne konnte ich einsehen bis vor ein paar Tagen da war meine Historie leer ohne das ich was gelöscht habe. Letzte Woche hatte ich Kontakt zu dem Casino, da merkte ich schon das man mich auf eine Art vertrösten möchte . Man immer wieder das gleiche beantwortet hatte , in einer E Mail der zuständigen Abteilung stand dann das keine Gewinne Vorlagen in der Historie. Was ich bereits sagte alle Umsätze nur diese beiden Gewinne nicht . Ich sollte dann nochmal Schauen ob das Datum stimmt .

Hello Sasch83,

Unfortunately as long as the history shows no record, there is basically not much we are able to do with it as the casino could claim anything and we could not argue with them without the proof. You can however try to contact directly the game provider of the slot you played or the licensing authorities of the casino.

Is there anything else we could assist you with?

Dear Sasch83,

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.

Hello,

No, unfortunately they can't help me any further, despite everything I find Silverplay to be a deliberate rip-off, I can't say more about it.

Hallo,

nein leider können sie mir nicht weiter helfen , trotz allem finde ich das bewusste abzocke von Silverplay mehr kann ich dazu nicht sagen .

The complaint will be now closed based on the above mentioned reason - insufficient evidence to proceed in the case.

Please do not hesitate to contact us if you will come across any other issue in the future, we will gladly try to help you.

Best regards,

Nick