Silverplay Casino - Vklad hráče byl zpožděn.

Three days ago, I deposited €100 via bank transfer. The amount has been debited from my account, but I have not received any credit.

Support only reassured me that the issue is being handled with the highest priority.

When I repeatedly asked for an estimated processing time, they refused to give me any indication, not even whether it would take hours, days, or weeks.

It has now been over three days, and I still haven't received any feedback or refund. The live chat support is unavailable and does not respond to messages or emails.

I have never experienced such a substandard customer experience and find it completely unacceptable.

Vor 3 Tagen habe ich 100€ per Banküberweisung eingezahlt. Der Betrag wurde zwar von meinem Konto abgebucht, jedoch erhielt ich keine Gutschrift.

Der Support vertröstete mich lediglich mit der Information, dass die Angelegenheit mit höchster Priorität bearbeitet wird.

Auf wiederholte Nachfrage wollte man mir keine grobe Bearbeitungszeit mitteilen. Auch nicht ob es eine Sache von Stunden, Tagen oder Wochen sei.

Mittlerweile sind über 3 Tage vergangen, ich habe immer noch keine Rückmeldung oder Rückzahlung erhalten. Der Live Chat Support ist nicht verfügbar und reagiert ebenfalls nicht auf Nachrichten und Mails.

Eine derart unterirdische Customer Experience habe ich noch nicht erlebt und empfinde ich als nicht zumutbar.

Dear ari199, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Hi Veronika, thank you for your recommendation. Isn't this something that the casino support should've recommended to me? I still have not received any feedback or update from the casino to this point.

I have also tried to reach out to the payment provider (Mandato Financial Services), but haven't heard back from them since Wednesday. I've already considered filing a complaint with the authority that oversees them (VQF). A month seems like an inappropriate timespan, considering that the amount was withdrawn from my bank account, was not returned to this point, and has never been credited to my silverplay1.com account.

Considering the frustrating and underwhelming experience I've had, I also would prefer to just receive my money again instead it being credited to my casino account. Would I have the right to do so?

When was the last time you communicated with the casino customer support? Has the casino requested a deposit payslip or any other document showing your transaction information?

Please understand that if the transaction was lost, it may take several days or even weeks to track it and return it to your account.

Dear ari199,

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.

I‘ve been credited the money after more than a week after providing various documents or screenshots provided. I requested that my deposit was transferred back, as a was very displeased with my experience at the casino in regard.

I did not receive a response, however. So I ended up spending it.

„Case resolved" I guess

Thank you for keeping me informed of developments in your case.

When you deposit money at a casino, there is usually a wagering requirement as part of the AML process. The Terms and Conditions of Silverplay Casino state the following:

7.3.12 Prior to withdrawing, a customer needs to complete a 5 times rollover of their deposits. Towards the rollover are counted all settled sports bets with min odds 1,6 or higher (Running, Cash-out bets, Tie (Draw), Cancelled, Refunded, Denied bets, or bets placed on multiple outcomes of the same event are not considered towards the calculation of the rollover; and casino bets placed with minimum or no risk). In case a customer doesn’t meet the requirement of a 5 times rollover of their deposits, Silverplay reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee.

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. For future reference, if you would like a refund of your deposit, I recommend that you contact the casino and follow their instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire about additional information regarding the cost of transaction processing. 

However, since you lost your deposit playing, there is nothing we can do to assist you. 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.

Best regards

Veronika

Casino Guru Complaint Resolution Center