Silverplay Casino - Печалбите на играча от безплатна игра не са възнаградени.

Hello everyone, on July 24th I won 111.25 euros in free play. The money was not credited to me due to an error (see screenshot) I communicated with the casino via chat and email. To date no reply received. No one responds to my further emails. When I open the game my win is still there but I can't withdraw it due to the error. The casino doesn't want to help me. Now the casino's website is no longer accessible. What should I do?

Hallo zusammen, am 24.07 habe ich im Freispiel 111,25 Euro gewonnen. Das Geld wurde mir auf Grund eines Fehlers nicht gutgeschrieben (Siehe Screenshot) ich habe über den Chat und email mit dem Casino kommuniziert. Bis heute keine Antwort mehr erhalten. Auf meine weiteren email reagiert kein Mensch mehr. Wenn ich das Spiel öffne steht mein Gewinn immer noch da aber ich kann es aufgrund des Fehlers nicht abheben. Das Casino will mir nicht helfen. Jetzt ist die Seite des Casinos auch nicht mehr erreichbar. Was soll ich tun?

Dear sabinakovacevic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with supporting evidence (I haven't received any in your initial comment) to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you, sabinakovacevic, for your email. Could you please advise if you requested your game history, or if you are able to download it from your casino account? Looking forward to hearing from you.

Hello, everyone,

I have attached the betting ID in question in a screenshot. The top BET ID was the last one before the game then stopped working. The error persists. I can open the game and the win is still there but I can't accept it. The casino still hasn't responded to my email. Many greetings

Hallo zusammen,

in einem Screenshot habe ich die betreffende Wett Id beigefügt. Die oberste WETT-ID war die letzte bevor das Spiel dann nicht mehr funktioniert hat. Der Fehler besteht weiterhin. Ich kann das Spiel öffnen und der Gewinn ist immer noch da aber ich kann es nicht annehmen. Das Casino hat immer noch nicht auf meine E-Mail reagiert. Viele Grüße

Hello - I just wrote with the casino. The error has now been fixed and my case has been checked and it is claimed that they cannot find any profit. And they don't want to credit me with any winnings. It's starting to annoy me a lot. You can see I won. Can you please help me? VG

Hallo - ich habe gerade mit dem Casino geschrieben. Der Fehler wurde mittlerweile behoben und mein Fall Fall geprüft und es wird behauptet dass die keinen Gewinn finden können. Und man möchte mir keinen Gewinn gutschreiben. Langsam nervt mich das gewaltig. Man sieht doch das ich gewonnen habe. Können sie mir bitte helfen? VG

Thank you, sabinakovacevic, for the update. Could you please advise the exact time of the incident? Do you have access to your game history from that period? If yes, please forward it to petronela.k@casino.guru.

Dear sabinakovacevic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.